Travelocity Tops Expedia in Annual Satisfaction Survey
MSNBC.com Travel | Squeezed between travel providers on one side and meta-search sites on the other, it seems online travel agencies (OTAs) have one ace in the hole: Consumers still like using them.
That’s the upshot of a new American Consumer Satisfaction Index (ACSI) report released on Tuesday. Focusing on Expedia, Orbitz, Priceline and Travelocity, the report rated overall satisfaction with the sites at 78 on a 100-point scale last year, matching the record high set the year before.
“A score of 78 is good,” said Larry Freed, CEO and president at ForeSee, which helps produce the Index. “We consider 80 the threshold for a great performing site and they’re bumping up right against it.”
While the aggregate score was unchanged, individual results showed more fluctuation. After nine years in the top spot, Expedia slipped 3 percent, from 79 points to 77, losing its crown to Travelocity, which climbed from 77 to 79.