Radisson Number One in National Survey

12th Nov 2003

PRNewswire MINNEAPOLIS Nov. 12 :

Radisson Hotels & Resorts today announced that its web site, radisson.com,
has placed No. 1 in customer satisfaction with the online
reservation-making process in the first-ever national survey by Market
Metrix, LLC. In the third quarter 2003 Market Metrix Hospitality Index
(MMHI) survey, Radisson was rated No. 1 for the hotel brand category and
Yahoo! Travel, the only other company recognized tops for online hotel
reservations, was rated number one for a travel web site.

The Market Metrix Hospitality Index is a quarterly report of national
customer satisfaction in the travel industry, based on 35,000 in-depth
consumer interviews. Market Metrix, based in San Rafael, Calif., is the
leading provider of market research services for the hospitality industry.

According to Jonathan Barsky, Ph.D., Market Metrix co-founder and partner
and University of San Francisco marketing professor, “Travelers are
increasingly using the Internet to book hotel reservations, making the
online interface an important part of the guest`s overall experience with
that hotel. The quality of that experience with the web site can influence
customers` decision making, ultimately reinforcing loyalty or losing
customers for the brand. He observed that interestingly, consumers are
using hotel brand web sites more often than the popular third-party travel
web sites, with 34 percent of consumers using the hotel site directly.”

“Today`s online shopper wants options and choices when making travel
arrangements, but in a way that is easy and intuitive for the customer,”
said Gino Giovannelli, senior director of e-business for Carlson
Hospitality Worldwide, parent company of Radisson Hotels & Resorts. “We
continue to evolve the Radisson site with the customer top-of-mind using
frequent online surveys and conducting consumer usability testing to
ensure the customers` online experience is welcoming, helpful, relevant
and easy. Our customers are the best judge of how well we are satisfying
their changing needs. Guests are more sophisticated than ever and we are
focused on meeting their expectations each and every day.”


“The site features destination rich information and trip planning tools
that can be personalized to meet individual needs and make the travel
planning process easier,” he said. “We are able to customize the site
experience based on information we know about our customers, such as what
language they speak, where they came from prior to visiting our site, what
they are looking at while on our site, as well as what preferences they
have shared with us when they created a profile. All of these efforts lead
to a shopping experience that is fast, easy and relevant.”

According to Market Metrix, Radisson.com secured the top spot in online
hotel reservations consumer satisfaction overall due to its
customer-friendly design, development and functionality and its innovative
online personalization.

The Radisson web site allows guests to choose a hotel location based on
its proximity to a particular attraction, airport or city center. As
guests navigate the site, they can also use an online tool to keep an eye
on their reservation details as they move through the reservation process.
The tool assembles location, date and rate details and allows the guest to
step back and modify any of them at any step of the process with a single
click. Online guests can save a record of past trips to make future travel
planning easier, as well as the ability to book air, hotel and car
“Knowing that customers always want to know that they are getting the best
value, we also guarantee that the rates on our site are the best prices
available on the Internet,” he said.

Radisson`s web site has earned numerous awards since its initial launch in
2000. In 2000, the site was named No. 1 Overall Hotel Web Site, number one
in Relationship Services and No. 1 in Guest Services by Gomez Advisors.
That same year, it also was cited with a Four-Star Review by Hotel
Interactive. In 2002 and 2003, the Radisson web site was honored for
“Outstanding Achievement in Web Site Development” by the Web Marketing
Association for its Web Awards. This year, Radisson received the Golden
Click Web Award from the Hospitality and Marketing Association
International (HSMAI).
Radisson Hotels & Resorts is part of Minneapolis, Minn.-based Carlson
Hospitality Worldwide, whose operations also include Regent International
Hotels; Park Plaza hotels, Country Inns & Suites By Carlson and Park Inn
hotels; Radisson Seven Seas Cruises; Carlson Restaurants Worldwide, which
includes T.G.I. Friday`s and other restaurant brands; and Provisions, a
worldwide procurement company.

The MMHI is a quarterly report of customer satisfaction with hotel,
airline and car rental companies based on 35,000 in-depth consumer
interviews. No other customer satisfaction index offers MMHI`s reporting
frequency, volume of customer interviews, cross-industry results or
innovative satisfaction measures. The MMHI contains 135 hotel brands, 25
airlines and 11 car rental companies.


Recommended for you

Follow Breaking Travel News

Travel Events Calendar

Media Partnerships

Global Restaurant Investment ForumThe Hospitality & Tourism SummitCATHIC
ITB AsiaChina Outbound Travel & Tourism MarketThe Travel Marketing Store
Serviced Apartment SummitWorld Travel MarketIMEX
AHICWTTCRoutes Online
UBM Aviation