Enterprise.com Ranks First in Overall Customer Experience and
Thrifty.com Ranks First in Overall Technical Quality
SAN MATEO, Calif., Apr 26, 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. Rental Car websites.
In the 2011 U.S. Rental Car Sites study Enterprise.com took first place
for Best Overall Customer Experience and Thirfty.com came in first for
Best Overall Technical Quality. The entire study is available for
immediate purchase. To request more information please visit: http://bit.ly/usrentalcarsites.
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 2,000 prospective rental car customers
as they interacted with the websites of a total of 10 leading rental car
reservation sites (200 people per site): Alamo, Avis, Budget, Dollar,
Enterprise, Expedia, Hertz, Orbitz, Thrifty and Travelocity.
For the 'Technical Quality' portion of the study, Keynote performed
5,000 total measurements for each site, for a total of 50,000 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 US Rental
For the 'Customer Experience component of the study, Keynote sent 200
U.S. resident Internet users to each of the 10 websites. The online
panelists were asked to evaluate the website's home page, then to think
of a trip that they might take to a major city where they would rent a
car. Choosing specific dates, the panelists were asked to use the site
to find a rental car that would accommodate them and anyone who they
might typically travel with (e.g., family, business colleagues, etc.),
and then look for a rental car that would best suit their needs,
including price, special options, and availability for specific dates.
Once the panelists found a suitable rental car, they were asked to make
note of the total cost and proceed through the process of making a
reservation as far as possible 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 a rental car. The study revealed that
when tested by actual users Enterprise.com offers the strongest Overall
Customer Experience, placing first in both Conversion Impact and
Customer Satisfaction. Other key findings include:
Enterprise, Expedia, Orbitz, Travelocity, and Budget share the top
performance tier for Overall Customer Experience, Brand, and Customer
Hertz is also a top site for Customer Satisfaction;
Enterprise, Orbitz, Expedia, and Travelocity are top sites for
Post-experience Enterprise is seen as the most "reliable" and
Expedia is seen as the most "helpful";
Hertz, Expedia, and Enterprise are considered the most "high quality."
"Based on our analysts' observations and interviews with our panel of
real online users, our study of US Rental Car reservation websites
revealed that when booking rental car reservations price satisfaction
and customer support predict the business outcomes of online customer
experience, predicting brand perception and conversion," said
Christopher Musto, general manager of the Keynote
Competitive Research group at Keynote.
More Information about theTechnical Quality Rankingsin
the U.S. Rental Car 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
rental car online. Each measured transaction began at the site's Home
Page, searched for rental cars 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,
Thrifty.com set the standard for both Responsiveness (or speed), and
Reliability, and was named the winner for Overall Technical Quality.
"Based on tens of thousands of measured transactions that Keynote
performed for this study Thifty.com set the standard for technical
excellence, scoring a perfect 1000 Reliability ranking and taking top
honors in six of the seven key performance factors that determine the
winner for overall Responsiveness, including High Speed Response, DSL
Response, Response Time Consistency, Geographic Uniformity, Load
Handling and Outages," said Ben Rushlo, director of performance
management at Keynote.
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 at: http://bit.ly/usrentalcarsites
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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SOURCE: Keynote Systems
Keynote Systems, Inc.
Dan Berkowitz, 650-403-3305