Travel app satisfaction lags other industries

The scores are below the averages J.D. Power tracks in other industries, hinting at higher stakes often involved when using travel sites and apps

Oct 18, 2023

Users are less satisfied with travel apps and websites compared with those in other industries, and apps generate more satisfaction than supplier websites, according to the J.D. Power 2023 U.S. Travel App Satisfaction and Web Satisfaction studies.

Key takeaways

  • Hotel and rental car mobile apps have the highest overall satisfaction scores in the industry, scoring 682 and 681 on a 1,000-point scale, respectively. Airline apps lagged with a score of 672;
  • Among websites, rental car suppliers had the highest satisfaction score of 662, followed by hotels at 646 and airlines at 640;
  • The studies base satisfaction on six factors: account management, day of travel/duration of stay (which applies only to apps), navigation, reservation, speed and visual appeal.

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