Over the past five years, poor economic conditions have hindered the overall performance of the hotels industry1. Household wealth and corporate profit levels have fallen globally, meaning business travel budgets were slashed and consumers were finding it increasingly difficult to finance holidays.
This had the effect of reducing domestic and international hotel demand from both the consumer and business markets in the two years through 2010-113. In addition, new competitors such as Airbnb have entered the market. Even though industry conditions have improved markedly in 2011-12 and 2012-13 it is vital that hotels offer a good service to remain competitive, and an effective user experience is key to achieving that.
This Qubit benchmark looks at the onsite effectiveness and brand awareness of eight of the top global hotels: Holiday Inn, Radisson, Hilton Hotels, Marriott International, Best Western, Choice Hotels, Accor Hotels and Starwood Hotels. The benchmark is divided into two parts, ‘website analysis’ and ‘customer acquisition’.
Click here ( Adobe Acrobat PDF file) to download the complete article.
Logos, product and company names mentioned are the property of their respective owners.