New benchmark data shows that hospitality sites are losing 50% of potential bookings, as usability hurdles and price sensitivity take a toll on the online customer experience
NEW YORK, May 11, 2009 (BUSINESS WIRE) — iPerceptions Inc. (TSX.V:IPE), a leading provider of web-focused Voice of Customer analytics, today released its new Hospitality Industry Report Q1 2009 at http://www.iperceptions.com/en/resource-center. The report, which analyzes user-generated feedback from more than 137,000 visitors to more than 100 hospitality sites from January through March 2009, is the first in a series of quarterly reports from iPerceptions that deliver new insight into the people who are coming to hospitality websites, why they are there, what they intend to accomplish, and how well they are able to complete their objectives. The quarterly reports also provide site operators with the first-ever industry benchmark of site satisfaction and task completion through the Hospitality iPerceptions Satisfaction Index (iPSI).
“Major structural shifts are under way in the hospitality industry,” said Duff Anderson, vice president of research and development at iPerceptions. “Merrill Lynch projects that 45% of hotel bookings will be made online by the end of next year. At the same time, social media is morphing the traditional relationship between hotel and patron. In addition, economic jitters pose a systemic challenge to the industry. The Hospitality Industry Report series is designed to provide the benchmarks and hard data that marketers need to navigate these changes and make the most of emerging opportunities.”
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