U.S. Website and Travel App Satisfaction Studies

Publish and Press Release: November

Mobile apps and website experience are key drivers of satisfaction with the overall travel experience. Travelers use mobile apps and websites for planning, booking, managing day-of-travel and account management and J.D. POWER’S have high expectations based on experiences with high-performing apps RESEARCH and websites—both within and outside of the travel industry. Travel brands SOLUTIONS ENABLE with the best mobile app and website experience are well positioned to grow and take market share from competitors with apps and websites that COMPANIES TO TARGET do not meet customer expectations. PERFORMANCE THE SOLUTION ACTIVITIES THAT HAVE The J.D. Power U.S. Travel App and Travel Website Satisfaction StudiesSM A DIRECT IMPACT measure user satisfaction with travel apps and websites across four ON ROI. segments of the travel industry: , , Rental Car and Online .

KEY FACTORS BEST PRACTICES DISRUPTORS

• Pinpoint the critical • Understand and apply • Compare your app and dimensions of best practices that drive website to major apps satisfaction among users high satisfaction with and websites in the travel apps and websites market • Benchmark your app and website compared to • Identify strategies for • Prioritize key features and competitors and peers improving your app and offers to promote website vis a vis your competitors

jdpower.com/business For more information about J.D. Power products and services, please contact your J.D. Power account manager or [email protected] U.S. Travel Website and Travel App Satisfaction Studies

BE EMPOWERED TO ADDRESS STRATEGIC CHALLENGES WITH THE DIGITAL EXPERIENCE:

• What are your customers’ expectations for a great digital experience? How are they being set? • How is customer feedback incorporated into your decision making? • What is the right level of investment in the digital experience? What’s the business case for investment? • Should investment be prioritized for the app or the website? What is the optimal mix? • How should you assess the competitive landscape? Performance benchmarking? Customer experience benchmarking? • What are the barriers to app adoption and greater app usage? • How do you drive direct bookings through your website? • Which features and experiences drive high satisfaction with mobile apps and websites? • What functions are more difficult to use than others? What do customers most want the app and the website to include? • What are customers using the app for; how often do they use it; what would drive them to use it more often; and do they have other travel-related mobile apps besides the one for your brand on their device?

THE BENEFITS Study subscription provides access to the tools you need to gain an in-depth understanding of your how your app and website are performing and identify the areas that need improvement. Businesses that use our research solutions are better positioned to target performance solutions that have a direct impact on ROI.

Study deliverables Include:

• KPI analysis examining the actions with the • Access to online data portals for in-depth data greatest impact on customer satisfaction, enabling analysis you to target and prioritize your improvement initiatives • Executive presentation with management insights, which include customized strategic • Personalized competitive data set allowing you recommendations, study results, ongoing best to see how you stack up against competitors, the practices, and analyses of high-performing brands industry, and the highest performers across study factors • Brand-specific scorecards pinpointing strengths and opportunities

jdpower.com/business For more information about J.D. Power products and services, please contact your J.D. Power account manager or [email protected]