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iPerceptions Releases Hospitality and Tourism Industry Report for Q4 2011Midscale Brand Websites Score Higher in Customer Satisfaction and Task Completion Than Luxury and Economy Brand Sites (March 12, 2012)
MONTREAL -- (Marketwire) -- 03/12/12 -- iPerceptions Inc. (TSX VENTURE: IPE), a leading provider of online Voice of Customer (VoC) analytics based on actual visitor feedback, today announced the release of its Hospitality and Tourism Industry Report for Q4 2011. The report shows that midscale and extended stay brand website visitors post higher overall satisfaction and task completion scores than those to luxury and economy brand sites.
Task completion for midscale and extended stay brands increased significantly this quarter, from 71% and 73% in Q3 2011 to 74% and 80% in Q4 2011, respectively. Conversely, task completion for luxury and economy brands posted slight losses during the same time period. This phenomenon is likely impacted by perceptions of midscale and extended stay brands' value proposition, where the "bottom line attribute" -- which measures a website's ability to save the visitor money -- is rated significantly higher in these tiers than for luxury and economy brands.
Midscale and extended stay brands have historically included products and services such as free breakfast, complimentary shuttle and parking in order to increase their value offering and appeal. In recent years, however, these brands have been taking things further, by developing strategies, programs and products to differentiate themselves and keep pace with their competitors. This works to not only further increase their value proposition, but also to elevate their brand image, narrowing the gap between them and luxury brands.
"Travelers will continue to search for the best value and the internet makes it very easy to comparison shop," said Claude Guay, President and CEO of iPerceptions. "As we have seen, midscale brands have improved the quality of their products and implemented strategies to enhance the guest experience in an effort to compete with luxury brands and gain market share. As the competitive landscape continues to grow and evolve, all hospitality and tourism brands will need react and expand their product offering in order to meet consumer demand and expectations."
The report is based on immediate post-experience feedback from more than 110,000 visitors to 163 hospitality and tourism websites. The data represents aggregated information obtained from iPerceptions' webValidator and 4Q Suite surveys.
The report can be found on the iPerceptions website at www.iperceptions.com/resource-center.
iPerceptions is the leader in web-focused Voice of Customer analytics, using advanced intercept surveys to gather feedback from representative samples of actual visitors. Its webValidator Continuous Listening solution and 4Q Suite solution turn millions of data points into easy-to-understand strategic and tactical decision support, while its Web Analytics Solution Profiler (WASP) provides superior web analytics quality assurance. iPerceptions' clients include such well-known brands as InterContinental Hotels, Hyatt, Fairmont, Best Western, Choice Hotels International, Wyndham Rewards and Wyndham Vacations. For more information, please visit www.iperceptions.com.
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