he Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, today released findings from its Second Quarter 2007 Online Customer Respect Study of the Hotel Industry.
The study evaluated the top 14 hotel group websites using a common set of criteria; it is the only study to bring objective measurement to the analysis of online performance from a customer's perspective. A directly comparable Customer Respect Index (CRI(TM)) is provided for each company. The Customer Respect Index is a qualitative and quantitative in-depth analysis and independent benchmark of a customer's experience when interacting via the Internet.
The average score for the hotel industry at 5.8 on the 10-point scale is below the average computed from a cross-industry sample of 500 business-to-consumer orientated websites. This score for this report represents a slight drop over the previous 12 months.
The most improved website and now the top site was Grand Hyatt. Specific improvements were noted with the Best Western site that has clearly upgraded responsiveness and its communications with online customers.
The top scoring hotel sites in the study were:
Hotel Group CRI Rating
Global Hyatt 7.3
Marriott International 7.1
InterContinental Hotels 6.0
Starwood Hotels 5.9
Wyndham Hotels 5.7
Hotel Group Average 5.8
A full Scorecard is available from The Customer Respect Group at (978) 380.6128 or from the company website at http://www.customerrespect.com/default.asp?hdnFilename=bwhtlq207.htm