Travel apps and websites may be equipped with technology tools, but their user experience and overall user satisfaction lags behind apps and websites in other industries, according to a recent study. It is suggested.
According to JD Power 2023 US Travel App, travelers rely on digital tools for everything from QR codes to board a plane to locating a rental car to digital hotel key cards, but travel apps and The website provides a substandard user experience. Satisfaction Survey and JD Power’s 2023 U.S. Travel Website Satisfaction Survey.
The study is a redesign since J.D. Power’s most recent review of travel industry apps and websites in 2019, which measured customer satisfaction with digital channels for travel brands in the airline, hotel, and car rental sectors. It’s something to measure.
App rating
In terms of overall satisfaction, Alaska Airlines had the highest score with 688 points, followed by Southwest Airlines (687 points) and JetBlue Airways (680 points).
World of Hyatt ranked highest on the hotel app with a score of 722. Next, Choice Hotels and Hilton Honors jointly ranked in second place with a score of 691.
National ranked highest among car rental apps with a score of 738, followed by Alamo (720) and Enterprise (687).
Website rating
Alaska Airlines received a score of 658, ranking it No. 1 in overall customer satisfaction among airline websites. This was followed by JetBlue Airways (654 flights) and Southwest Airlines (648 flights).
World of Hyatt (score 676) ranked highest among hotel websites, followed by Hilton Worldwide (661 points) in second place. Choice Hotels and Wyndham Hotels & Resorts each received 652 points, which tied him for third place.
On the rental car website, National ranked highest with a score of 709, followed by Alamo (681) and Hertz (674).
Other findings
- Satisfaction ratings for airline, hotel, and car rental apps and websites lag behind the highest-scoring apps and websites in other industries. Overall satisfaction with travel-related digital travel channels was the lowest among airline websites, with a score of 640 out of 1,000. Meanwhile, the average satisfaction score for insurance websites overall was 719.
- Hotel apps had the best performance among digital travel tools. Hotel mobile apps (682) and car rental apps (681) compared to airline apps (672), car rental websites (662), hotel websites (646), and airline websites (640). had the highest overall satisfaction score.
- The most frequently used digital tools on the day of travel are the airline’s mobile app’s boarding pass, check-in, and flight status tracker. Despite being frequently used, these features report significantly lower overall satisfaction scores than less frequently used tools, such as purchasing upgrades and tracking baggage.
Michael Taylor, managing director of travel, hospitality and retail at J.D. Power, said travel apps and websites can help travelers feel stressed out while traveling, managing their luggage or navigating to a new destination. It is said to be unique because it is most often used when
“Apps and websites store large amounts of information about specific users and their behavior, and using that information to personalize, predict, and provide support is essential for improvement.” says Taylor.
JD Power US Travel App and Travel Website Satisfaction Studies examines travel app and website satisfaction across three segments: airlines, hotels, and car rentals, and identifies key factors that influence customer choice, satisfaction, and loyalty. Investigate variables. This is based on his six factors: account management, travel dates/length of stay (app only), navigation, reservations, speed, and visual appeal.
The U.S. Travel App Satisfaction Study is based on 5,659 ratings from airline, hotel, and car rental app users. The US Travel Website Satisfaction Study is based on his 5,543 ratings from users of airline, hotel and car rental websites. The study was conducted in June and July.