Orbitz Travel agencies and Hotel/Resort Casino companies. The study was conducted by The Customer Respect Group, an international research and consulting firm that focuses on how companies treat their customers online.
received a rating of 8.3 out of 10, which was significantly higher than the average 6.2 among all the travel companies surveyed. Orbitz was also awarded the top ranking in the 2003 travel company study.
The independent study, in its third year, is the only one to bring objective measure to the analysis of corporate performance from an online customer’s perspective. It assigns a Customer Respect Index (CRI(TM)) on a scale of 0 - 10 to each of the 1,000 web sites surveyed. The Customer Respect Index is a qualitative and quantitative in-depth analysis and independent measure of a customer’s online experience when interacting with companies via the Internet.
“Customers often cite a lack of simplicity as a primary deterrent in purchasing travel online, so Orbitz offers the resources that make the experience fast, easy and convenient,” said Eliah Kahn, Orbitz vice president of Customer Experience. “From our 24/7 Customer Care center that notifies travelers about flight delays to our industry-leading, quick response time to customer emails, Orbitz provides a superior user experience.”
“Studies show that customers expect the same high level of responsiveness online as they do from a brick-and-mortar service provider,” said Roger Fairchild, president of The Customer Respect Group. “While many companies surveyed did not perform well in this area, Orbitz displayed a superior commitment to its customers by providing quick and thorough responses to online inquiries. We also applaud Orbitz for its customer-centric privacy and personal data policies.”