Deals - not service - lifted 2009 OTA customer service scores
February 17, 2010 |
A new report suggests that online travel sites last year did a better job satisfying customers. However OTAs didn't score by improving functionality or offering better customer service, but for offering better deals during a year when it was easy to find travel bargains.
A new report by ForeSee Results, to be released today, suggests that the sites last year did a better job satisfying customers, and that Expedia did a slightly better job than the other three analyzed in the study.
The American Customer Satisfaction Index E-Commerce report analyzes customer satisfaction with three major, e-commerce groups: online travel, online brokerage and e-retail. To compile the scores, ForeSee analyzed the rankings of online retailers produced by the American Customer Satisfaction Index, a measurement created by the University of Michigan's Ross School of Business launched 10 years ago.
The report's findings for online travel, however, aren't all rosy.
Get the full story at USA TODAY
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