Hotels.com Ranks First in Overall Customer Experience and
Marriott.com Ranks First in Overall Technical Quality
SAN MATEO, Calif., Apr 14, 2011 (BUSINESS WIRE) --
Competitive Research, the industry analysis group of Keynote
Systems (Nasdaq:KEYN), today announced the results of the Keynote
Competitive Research Industry Study examining U.S. Hotel Reservation
websites. In the 2011 U.S. Hotel Reservation Sites study Hotels.com took
first place for Best Overall Customer Experience and Marriott.com came
in first for Best Overall Technical Quality for their websites. The
entire study is available for immediate purchase. To request more
information please visit: http://bit.ly/ushotelsites.
Winners of Keynote
Competitive Research studies are invited to participate in the
Excellence Program which recognizes the "best of the best" websites
as ranked in the studies. The rankings are based on responses from real
users, who were observed as they accomplished tasks on each of the sites
studied, as well as real data collected through Keynote website
monitoring to assess the technical quality of the sites. For each study,
Keynote recognizes the companies with the overall top ranking, as well
as those exhibiting excellence in specific categories.
For the 'Customer Experience' portion of the study, Keynote observed and
conducted online interviews with 1,800 prospective air travel customers
as they interacted with the websites of a total of nine leading hotels
and online travel agencies (200 people per site): Expedia, Hilton,
Hyatt, Hotels.com, Marriott, Orbitz, Priceline, Marriott and Travelocity.
For the 'Technical Quality' portion of the study, Keynote performed
6,000 total measurements for each site, for a total of 54,000 total
measurements, from 12 locations in the U.S.
Keynote Competitive Research produces leading industry research using
the company's commercially available Web
performance monitoring and real user experience testing products.
Keynote regularly evaluates the current state of online customer
experience, technical quality (responsiveness/reliability) and
implementation of best practices on leading websites across a wide
variety of vertical markets including financial services, automotive,
media/entertainment, retail, travel and technology.
More Information about the Customer Experience Rankings for
For the 'Customer Experience' component of the study, Keynote sent 200
U.S. resident Internet users to each of the nine websites. The online
panelists were asked to evaluate the website's home page, then to use
the site to find hotel accommodations in a major city for specific
check-in/check-out dates. Panelists were asked to look for
accommodations that would best suit their needs, including price,
special amenities, and availability for specific dates. Once panelists
found suitable accommodations they were asked to make note of the room
rates per nightand go as far as possible in the booking process
without actually entering payment information. Finally, panelists were
asked to utilize the sites' customer support features to find the answer
to a question or problem they may have had when looking for
accommodations. The study revealed that when tested by actual users
Hotels.com offers the strongest Overall Customer Experience, placing
first in Brand Impact and Customer Satisfaction, and placing second to
Expedia in Conversion Impact. Other key findings include:
Hotels.com, Expedia, and Orbitz are top-tier sites for Conversion and
for Customer Satisfaction along with Hilton;
Hotels.com is considered the most "convenient," "friendly," and along
with Expedia, "helpful;"
Hotels.com is deemed most "flexible & accommodating to customer
Orbitz is considered most "fun;"
"Based on our analysts' observations and interviews with our panel of
actual users, our study of US hotel reservation websites revealed that
when booking hotel reservations online trust and security, customer
support and the booking process are the top determining factors of a
positive customer experience," said Christopher Musto, general manager
of the Keynote
Competitive Research group at Keynote.
More Information about theTechnical Quality Rankingsin
the U.S. Hotel/Travel Website Study
In addition to evaluating customer experience with its panel of actual
users, the Keynote study also examined two broad aspects of technical
quality: responsiveness and reliability. Responsiveness comprises: high
speed response, DSL (midband) response, response time consistency,
geographic uniformity and load handling, while reliability is comprised
of availability and outages.
For the 'Technical Quality' portion of the study, using measurement
computers located in 12 cities across the U.S., Keynote measured a
typical transaction of searching for and reserving a hotel room online.
Each measured transaction began at the site's Home Page, searched for
hotels in New York, NY and ended at the reservation page that prompts
the user to enter his/her personal information. Based on the thousands
of transactions monitored over the course of the study, Marriott.com
ranked first in Overall Technical Quality. In the two components of
'Technical Quality,' Sheraton set the standard for responsiveness (or
speed), while Marriott led the group in reliability and was third in
In order to collect the Technical Quality data Keynote used its Transaction
Perspective(R) product, the leading real browser based service for
measuring and monitoring website performance from the end user
perspective. With Keynote Transaction Perspective the company examines
website performance from multiple geographic locations by simulating
users clicking through transactions on a website. Keynote collected more
than 6,000 data points that detailed each of the sites' technical
performance in terms of page responsiveness and reliability.
The study is available for purchase from Keynote and comes with
extensive analysis of brand impact, acquisition impact, reliability and
responsiveness and the factors that drive sites' performance in these
areas. Clients will receive an executive presentation, extensive back-up
charts and illustrations, and online access to all clickstreams,
verbatims, question responses and panel facts for all panelists at all
sites for all tasks and can download and use this data in their own
research. To inquire about a copy, please visit us online: http://bit.ly/ushotelsites
Follow Keynote on Twitter at: www.twitter.com/KeynoteSystems
Keynote Systems (NASDAQ:KEYN) is the global leader in Internet and
mobile cloud monitoring. We provide companies with solutions for
continuously improving the online experience. Founded in 1995, Keynote
delivers testing, monitoring and measurement products and services for
any enterprise including online portals, e-commerce sites, B2B sites,
mobile operators and mobile infrastructure providers. Keynote products
and services help companies improve customer experience in four areas:
Web performance, mobile quality, streaming and real user experience
Known as The Mobile and Internet Performance Authority(TM), Keynote has a
market-leading on-demand infrastructure of over 3,000 measurement
computers and mobile devices in over 275 locations around the world.
Keynote's 2,800 customers represent top Internet and mobile companies
including American Express, AT&T, Disney, eBay, E*TRADE, Expedia,
Google, Microsoft, SonyEricsson, T-Mobile and Vodafone.
Keynote Systems, Inc. is headquartered in San Mateo, California and can
be reached at www.keynote.com
or by phone in the U.S. at 1-800-KEYNOTE.
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are trademarks or registered trademarks of Keynote Systems, Inc. in the
United States and/or other countries. All other trademarks are the
property of their respective owners. © 2011 Keynote Systems, Inc.
SOURCE: Keynote Systems, Inc.
Keynote Systems, Inc.
Dan Berkowitz, 650-403-3305