» Airline Industry Research Abstract
Host: www.keynote.com
Airline Industry. This abstract highlights
findings from the Keynote CE. Rankings for
the Online Travel and Airline Industry.
...
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Airline Industry Research Abstract
Source: www.keynote.com
Topic: Airline Industry
Sort Desciption: Airline Industry. This abstract highlights findings from the Keynote CE. Rankings for the Online Travel and Airline Industry. ...
Content Inside: Keynote Systems 1-800-KEYNOTE (1-800-539-6683) www.keynote.com Winter 2005 Keynote ® Customer Experience Rankings ™ Airline Industry Research Abstract Airline Industry Research Abstract Keynote Customer Experience Rankings / Airline Industry Research Abstract / Winter 2005 / © 2005 Keynote Systems, Inc. 1 Keynote Methodology Overview The Keynote Customer Experience Rankings examine strategic issues facing the online travel and airline industry, helping companies understand how effective their Web sites are in comparison to top competitors and providing insights into how to improve. Keynote uses its proprietary software and a panel of thousands of Internet users to gather the quantitative, qualitative and behavioral data that inform its reports. Keynote conducts annual studies of the online travel and airline industries, examining the online experiences of customers. For this study, Keynote monitored 2,000 customers as they interacted with 16 leading online travel and airline Web sites. Participants provided their reactions and answered questions while Keynote recorded their behavior and captured their responses using the proprietary Keynote customer experience methodology. More than 150 metrics were measured across each site. Keynote then assessed the impact of the customer’s experience through a range of indices including customer conversion, brand affinity, and other aspects of business. The following sites were evaluated as part of this competitive benchmarking study: • AirTran • Alaska Air • America West • American Airlines • CheapTickets • Continental • Delta • Expedia 1 Formulate research strategy & objectives 2 Recruit a large, targeted sample 3 Panelists access the web from their natural home or office environment 4 Panelists perform tasks & answer questions with our browser companion 5 Capture panelists’ behavior, thoughts & attitudes 6 Deliver actionable insights and recommendations • Frontier • JetBlue ...
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