Website Ranked No. 1 in Customer Loyalty and Satisfaction

28th May 1999

For the second time in a row, Continental Airlines’ website,, has been ranked No. 1 in customer satisfaction and loyalty by NPD Online Research, a division of The NPD Group, one of the nation’s largest marketing research firms.

Study results show that 81 percent of the participants rated Continental’s website as excellent to very good, compared to 78 percent last year. The NPD survey gauges travel experience, airlines site usage and overall site satisfaction.

“We’re delighted that our customers have voiced their satisfaction with our website by ranking us No. 1 for the second time in a row,” said Steve Cossette, staff vice president distribution planning for Continental Airlines. “This clearly validates what can happen when you listen to your customers and let them guide you in making practical service improvements.”

The NPD Airline Website Tracking Study was conducted in March 1999 using the NPD Online Research SiteSelect‰ methodology, which selects a randomized sample of visitors to a client’s Website and invites them to complete a survey through a Java script pop-up invitation. For this study, invitations were placed on the Websites of American, Continental, TWA, United and US Airways.




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