Airline Travel Study: 2008

For the study of Airline Travel sites, Keynote uses WebEffective to monitor over 2000 panelists , with 200 visiting each site. The Panelists were profiled for US, online adults (18+) who are somewhat or highly inclined to use the Internet to research or book air travel within the next 12 months. For Service Level metrics, Keynote uses Transaction Perspective over our Global Test and Measurement Network to obtain external, unbiased results.

Overall CE Ranking

The overall Keynote Customer Experience Ranking is the highest-level score of customer experience and is based on an aggregate score of site performance across all 250 customer experience indices and metrics measured in the study.

Brand Impact Customer Experience® Ranking

Reservation Process Customer Experience® Ranking

Reliability Service Level Ranking

Responsiveness Service Level Ranking

For more information on the study, the complete list of companies and additional category details please review the abstract , or the Travel Industry page.