Ranks Number One For Overall Customer Experience In Latest Study By Keynote Of Hotel Reservation Websites – OTAs And Provider Sites Compared In Advance Of Summer Travel Season

Keynote Competitive Research, the industry analysis group of (Nasdaq:KEYN), today announced the results of a new study examining the business and technical effectiveness of hotel reservation websites. In the 2012 Hotel Reservation study took first place for Overall Customer Experience, while in the Technical Quality portion of the study scored first for Reliability and took first for Responsiveness (Speed). The entire study is available for immediate purchase. To request more information please visit:

Winners of Keynote Competitive Research studies are invited to participate in the company’s Online Excellence Program which recognizes the "best of the best" websites as ranked in the studies. The rankings are based on responses from real users, who were observed as they accomplished tasks on each of the sites studied, as well as real data collected through Keynote website monitoring to assess the technical quality of the sites. For each study, Keynote recognizes the companies with the overall top ranking, as well as those exhibiting excellence in specific categories.

For the Customer Experience portion of the study, Keynote observed and conducted online interviews with 1,803 online adults as they interacted with the websites of a total of nine leading hotel reservation websites: Expedia, Hilton,, Hyatt, Marriott, Orbitz, Priceline, Sheraton and Travelocity. Each study participant had used the Web to research and/or book hotel accommodations in the past and were planning to use the Web to research and/or book hotel accommodations again within the next 12 months.

For the ‘Technical Quality’ portion of the study, Keynote performed 5,000 total measurements for each site, for a total of 45,000 total measurements, from 12 locations in the U.S. The data was collected every day over a one month period during the websites’ peak period (8:00 AM-Midnight, EST., Monday-Sunday).

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