Travelocity Ranks Tops In Online Customer Respect

10th Apr 2003

has received the highest overall ranking among travel sites in the Online Customer Respect Study, conducted by The Customer Respect Group
, an international research and consulting firm that focuses on how corporations treat their customers online.

The study is the only one to bring objective measures to the analysis of corporate performance from an online customer`s perspective. Each company is assigned a Customer Respect Index (CRI(TM)), a qualitative and quantitative in-depth analysis and independent measure of a customer`s online experience when interacting with companies via the Internet.

Travelocity received a rating of 9.2 out of 10 - the highest overall among all travel sites. This compares to an average among travel agency sites as well as hotel sites of 6.9.

“The results of this study are a reflection of Travelocity`s dedication to providing the absolute best in customer service and responsiveness, with a strong emphasis on maintaining the privacy of our customers and their information,” said Sam Gilliland
, CEO Travelocity. “When it comes to overall customer service, we believe there are tremendous benefits to hiring and training customer service representatives instead of outsourcing support from other companies. We`re pleased to be recognized in these areas because it validates our thinking that we can better respond to customer needs by investing in the team that serves them and by maintaining a strong privacy policy.”

By looking at more than 500 Web sites in detail, The Customer Respect Group has determined 25 different attributes that combine to create the entire online customer experience. These attributes have been grouped together and measured as indicators of Privacy (respects customer privacy), Principles (values and respects customer data), Attitude (`body language` of site), Transparency (open and honest policies), Simplicity (customer-focused usable site), and Responsiveness (quick and thorough responses to inquiries). Combined, they measure a company`s overall Customer Respect.


“More than half of all online customers seek assistance when booking travel,” said Donal Daly, CEO of The Customer Respect Group. “Thus a positive online experience is crucial to acquire and retain business in this industry. In fact, there are few sectors, where the click experience is so important. We applaud Travelocity`s most successful efforts in being an online customer- focused company.”

Related Stories on ITN:

(09/04/2003) Travelocity Research Shows Americans Plan to Stay Within Comfort Zones

(04/04/2003) Travelocity Announces New Offering for Business Travellers

(02/04/2003) Online Travelers Reaffirm Travelocity as Most Popular Site



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