A recent study by Keynote Systems reports that customers are increasingly dissatisfied with their online travel/hotel booking experience. For a category that’s one of the largest in e-commerce, online travel also has one of the lowest reliability ratings – reliability is defined as site availability with little or no downtime.
The findings are an eye-opener for an industry that’s usually ahead of the technology curve – review sites, blogs, portals, meta-search engines & direct supplier websites are a few of the options available for Internet travel booking.
Site reliability represents a return to the basics of online customer satisfaction.