ranked No. 1 in online customer experience for the third year in a
row in the First Quarter 2005 Online Customer Respect Study of the
largest Airline and Travel firms. The study was conducted by The Customer
Respect Group, an international research and consulting firm that focuses
on how companies treat their customers online.
Orbitz received the best rating, 8.6 out of 10, which was significantly
higher than the average of 7.3 among the other travel companies surveyed.
“At Orbitz, our goal is to make travel easier and we know that a good
online experience is the first step in creating a happy, loyal customer,”
said Eliah Kahn, senior vice president of Customer Experience at Cendant
TDS. “From our one-of-a-kind Care Alerts to our fast email inquiry
response times, we are continually making enhancements to the site to
ensure we are meeting our customers’ every need.”
The independent study, in its fourth 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))
rating to each company. 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.