Gómez Hotels Transactional Benchmarks For Web Sites July 15, 2004 - August 15, 2004

Data Analysis

Marriott continues to lead in response time in the most recent Gómez Performance Index (GPI) for Hotels. Average response time across all sites showed a moderate increase. Benchmarked sites showed a respectable transactional success rate of 98.02%, but the average was weighed down by almost a full percentage point from the last Hotels GPI by one underperformer.

Response Time:

Marriott exhibited an average response time of 4.80 seconds and maintained top rank in this GPI category. Expedia also maintained its second rank with an average of 6.09 seconds. Ramada and Travelocity showed dramatic improvements in their response times, ranking third and fourth respectively. Choice Hotels was the only other site to outperform the benchmark average.


Success Rate:

The average success rate was 0.75% lower than the previous publishing period, which was the benchmark's historic high. Nevertheless, eight out of ten benchmarked sites performed at 98% or better and outperformed the benchmark average.


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Gómez helps companies weigh the benefit of content and functionality against performance to maximize Internet channel effectiveness. The site elements we benchmark are instrumental in shaping overall customer satisfaction, and drive customers' willingness to utilize the online channel. To learn more, visit www.gomez.com.

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