User Satisfaction and Customer Loyalty
New Report Tracking User Satisfaction and
Web Site Performance Now Available
|New York, NY (April 28, 2004) – iPerceptions and Hospitality eBusiness
Strategies (HeBS), two of the most respected names in hospitality-related
eBusiness and eMarketing strategy and intelligence today released the first
edition of the RUSH Report, a new strategic report for the hospitality
The RUSH Report, an intelligence report on user satisfaction and website performance in the hospitality sector, provides the industry with an in-depth analysis of key aspects of site performance and user satisfaction. The Report is based on feedback from nearly 40,000 survey respondents, actual website visitors to hotel brand websites.
The RUSH Report provides answers to questions of crucial importance for today’s hotelier: Who are your website visitors? How are they finding your website? Why are they visiting your site? How often do they visit your site? Are they Lookers or Bookers? Do they find what they are looking for? What is their experience on your site? How satisfied are they with the various aspects of your site? Will they return to your website?
The RUSH Report also includes research findings, analysis and over 10 case studies from the groundbreaking Q1 2004 Top Five Hotel Brand Website Comp Analysis, a proprietary research study by HeBS on over 150 different aspects of the major brand websites that addresses all the elements that represent best practices for a competitive website.
According to Max Starkov, CEO of Hospitality eBusiness Strategies, "49% of all visitors to hotel branded websites in our study claim they do not belong to any hotel loyalty program." Mr. Starkov continues, "For proactive hoteliers this represents an untapped market and a great opportunity to increase user loyalty."
"We know from our work within the industry, as site loyalty increases, so does the site's look to book ratio," explains iPerceptions CEO Jerry Tarasofsky. "Hospitality web site owners now have access to aggregated data never before available. Data that paints a comprehensive picture of both the leisure and business traveler’s online experience," said Mr. Tarasofsky. "It marks a turning point for establishing site satisfaction benchmarks within the hospitality industry."
Another key finding in the report is that hotel brands need to enhance practically every aspect of their website to meet the increasing requirements of their major customer segments. Less than 19% of all visitors to branded hotel web sites characterized their experience as excellent," said Mr. Starkov. "Even more troubling is the fact that almost 17% are not satisfied with their website experience and qualify it as “Fair” or “Poor”. Hospitality sites have much to do to increase user satisfaction and this report debunks a lot of assumptions that many hotel brands have about their websites," challenges Mr. Starkov.
Here is a sample of the key findings in the RUSH Report:
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|Also See||2004 the Year of Direct Online Distribution; Now is the Time to Fight Back with a Smart Direct-to-Consumer Internet Strategy / Max Starkov & Jason Price / February 2004|
|New Hospitality Intelligence Report Tracks User Satisfaction and Website Performance / January 2004|
|Hotelier’s 2004 Top Ten Internet Strategy Resolutions / Max Starkov & Jason Price / January 2004|
|Hospitality eBusiness Strategies to Help Historic Hotels of America Enhance Internet Reservations / October 2003|
|Hospitality eBusiness Strategies to Expand Joie De Vivre Hospitality Online Presence / September 2003|
|Building a Destination Web Strategy in Hospitality / Max Starkov & Jason Price / September 2003|
|Lowest Price Guarantees in Hospitality; Age Old Wisdom to Beat the Intermediaries at Their Own Game! / Max Starkov / July 2003|
|Brand Erosion, or How Not to Market Your Hotel on the Web / Critical Online Distribution Issues Revisited a Year Later / Max Starkov / June 2003|
|In Search of the Internet Intelligence Report That Makes Sense - Growing online distribution drives demand for new intelligence tools / Max Starkov and Jason Price / January 2003|
|Hotelier’s 2003 Top Ten Internet Resolutions / Max Starkov and Jason Price / January 2003|
|The Internet: Hotelier's Best Ally or Worst Enemy? What Went Wrong with Direct Web Distribution in Hospitality? / Max Starkov / October 2002|
|Brand Erosion or How Not to Market Your Hotel on the Web / Max Starkov / April 2002|
|Do You Know Where Your Hotel is in Cyberspace? / Max Starkov and Jason Price / Jan 2002|
|Convention and Visitors Bureaus: Ten Action Steps To Soften the Impact / Max Starkov / Oct 2001|
|How to Turn Lookers into Bookers- Recommendation Engines in Travel and Hospitality / Max Starkov / Aug 2001|