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PCA Predict Online Hotel Booking Survey – U.S. consumer experiences when booking hotels online
Despite online travel booking revenue growing by more than 73% over the past five years, many online experts feel that the hotel industry is lagging behind when it comes to ecommerce and the user experience. At PCA Predict we are passionate about improving UX within online checkouts, particularly at the form filling stage where customers complete address, phone or email details. We carried out online research with U.S consumers to find out what their experiences were when booking a vacation directly with a hotel using their website. The research revealed the good, the bad and the ugly! Hidden prices, a lack of reviews and complicated reservation forms were in the top three frustrations for online customers.
This infographic aims to break down the research into easy digestible stats so that top hoteliers can improve the customer experience on their reservation websites – from one off boutique hotels to large global brands there is a lesson in UX for everyone.
Score from the experts at Killer Infographics
Visual Communication - 65%
Design - 80%
Content/Script - 80%
Usability - 75%
75%
Final Grade
The visual theme of the hotel is great, really helping to tie in the theme of the written content. In some places the visual communication of each stat is very helpful (like with the desktop and smartphone references for booking confirmation), but in others it seems too general to be effective in communicating the specific message. However, it's fully engaging!
