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Home >  2012 Customer Contact Experience Benchmarks—Online Travel Industry

2012 Customer Contact Experience Benchmarks—Online Travel Industry



 

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the online travel industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1665. Companies benchmarked in this study include but are not limited to: AirGorilla, Expedia, Hipmunk, Hotels.com, Hotwire, Orbitz, Priceline, and Travelocity. Within the industry, the most popular contact channel is Web site self-service. E-mail and phone-live agent have been used by fewer customers, while Web site chat with live agent and IVR are the least popular.

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