The $50 billion online travel industry still lags behind consumer expectations across such critical categories as privacy and responsiveness, according to a study conducted by The Customer Respect Group. The Study surveyed a representative sample of the adult Internet population, formulating a comprehensive list of 110 customer experience criteria divided into six major categories: simplicity, responsiveness, privacy, attitude, transparency, and principles.
Overall, the online travel sector, while fairing better than other online industries, performed worst in the responsiveness category. The study found only 25 percent of companies surveyed send any kind of acknowledgement to a customer inquiry that includes a timeframe in which a response can be expected, and deliver on that promise within the specified time.
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