Cartoon newspaper with icon of a hotel and the year 2023

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UX & NPS Benchmark Report for Hotel Websites (2023)

Price range: $1,999.00 through $3,999.00

License Type

Clear

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Product Description

Retrospective and task-based study of 254 participants’ experiences using 5 popular hotel websites: Best Western, Hilton, Holiday Inn, Hyatt, and Marriott. After providing retrospective data, participants were asked to go to their assigned website and find a hotel in Orlando that met specific criteria.

This report contains UX benchmarks (SUPR-Q, Net Promoter Scores, and UX-Lite), Areas of Improvement and a variety of additional metrics for the task-based study (e.g., ease, success, confidence, time on task, total clicks), plus comparison of results with our 2017 report on the UX of hotel websites.

Executive Summary
Study Design
Retrospective Findings
- SUPR-Q & NPS
- UX-Lite
- Estimated SUS
- Platform Use
- Website Brand Attitude
- Overall Clutter
- Mobile SUPR-Qm & NPS
- Key Drivers of UX Quality
Task Metrics
Areas for Improvement (Usability Issues & Summarized Verbatim Comments)
Task-Based Study-Level Metrics
2017 vs. 2023 Comparison
Appendix (Demographics, Sample Selection)

Individual License: provides one person within an organization access to the license.

Site License: provides multiple people within the organization access to the license.

UX & NPS Benchmark Report for Hotel Websites (2023)