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Continental Airlines Web Site Again Ranked No. 1 In Customer Satisfaction

HOUSTON,—The Continental Airlines (NYSE: CAL and CAL.A) Web site recently was named No. 1 in customer satisfaction by NPD New Media Services. The site has grabbed the top spot every quarter since 1998.
“Our Web site has consistently remained at the top of the NPD survey for customer satisfaction, which confirms that Continental has been listening to its customers and focusing on their needs,” said Continental’s Marketing Vice President Mark Bergsrud.
NPD New Media Services, a division of the NPD Group, is one of the nation’s largest marketing research firms. Its study ranked Continental’s Web site No. 1 for easy navigation and organization of information. The Web site also was praised for its up-to-date information and for being much better than other airline and travel agency sites.
Continental Airlines’ Web site ( or AOL keyword: Continental) continues to be top-rated among consumer polls. Recently, the Web site was named for the second time in a row by Forrester PowerRankings as the No. 1 airline site for its high usability and customer service. Continental and its online agency NOVO also won the Association of National Advertisers’ CASIE Award, which honors the most effective advertising and marketing on the Internet.