Gomez Performance Index For Hotels: July 15 - August 15, 2005
The prevailing goal for hoteliers in the Performance Index is overall consistency. With few notable exceptions, the benchmarked sites on our index demonstrate very predictable average application speed and success rates. Starting next month, two more hotels (Red Roof Inn and Motel 6) will be added to the GPI.
The prevailing goal for hoteliers in the Performance Index is overall consistency. With few notable exceptions, the benchmarked sites on our index demonstrate very predictable average application speed and success rates.
Starting next month, two more hotels (Red Roof Inn and Motel 6) will be added to the GPI.
Success Rate
Even when success rates dipped among benchmarked hoteliers, the decrease could be isolated to a limited, discrete (but extremely noticeable) speed and/or availability event that was usually resolved in less than two hours. For instance, the top 5 hoteliers (Marriott, Hotels.com, Travelocity, Choice Hotels, and Starwood) in success rate indicate that they will almost always complete a customer transaction.
The hoteliers who had less than a 98% success rate suffered outages where for one or two specific days their success rate dipped to 96 % to 90 %. Most hoteliers that sank in their success rate are exceptions due to infrastructure changes. We expect them to return to their average rate this month.
Response Time
The top five hoteliers in response time (Expedia, Marriott, Starwood, Hilton, and Choice Hotels) show the fastest and most consistent performance, indicating that consumers can always expect fast response from these hoteliers. These hoteliers maintained their leadership positions from last month.
Hotels GPI Benchmark
July 15, 2005 - August 15, 2005