Radisson’s Web site, http://www.radisson.com, has placed No. 1 in customer satisfaction with the online reservation-making process in the first ever national survey by Market Metrix, LLC. In the third quarter 2003 Market Metrix Hospitality Index survey, Radisson was rated No. 1 for the hotel brand category.
The Market Metrix Hospitality Index is a quarterly report of national customer satisfaction in the travel industry, based on 35,000 in-depth consumer interviews.
According to Jonathan Barsky, Ph.D., Market Metrix co-founder and partner and University of San Francisco marketing professor, “Travelers are increasingly using the Internet to book hotel reservations, making the online interface an important part of the guest’s overall experience with that hotel. The quality of that experience with the Web site can influence customers’ decision making, ultimately reinforcing loyalty or losing customers for the brand.” He observed that interestingly, “Consumers are using hotel brand Web sites more often than the popular third-party travel Web sites, with 34 percent of consumers using the hotel site directly.”
According to Market Metrix, Radisson.com secured the top spot in online hotel reservations consumer satisfaction overall due to its customer-friendly design, development and functionality and its innovative online personalization.
The Radisson Web site allows guests to choose a hotel location based on its proximity to a particular attraction, airport or city center. As guests navigate the site, they can also use an online tool to keep an eye on their reservation details as they move through the reservation process. The tool assembles location, date and rate details and allows the guest to step back and modify any of these at any step of the process with a single click. Online guests can save a record of past trips to make future travel planning easier, and have the ability to book air, hotel and car packages.