SOURCE: iPerceptions


November 14, 2011 08:00 ET

iPerceptions Releases Hospitality and Tourism Industry Report Q3 2011

Double Digit Loyalty Program Growth Drives Increase in Overall Customer Satisfaction

MONTREAL--(Marketwire - Nov 14, 2011) - iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer (VoC) analytics based on actual visitor feedback, today announced the release of its Hospitality and Tourism Industry Report for Q3 2011. The report shows that the share of hospitality loyalty program members increased by 13% versus one year ago, contributing to higher overall customer satisfaction scores.

"During the economic downturn, many companies invested in their loyalty programs as a means of stimulating immediate bookings and longer term brand loyalty," said Claude Guay, President and CEO of iPerceptions. "Their efforts have paid off, as members tend to have more positive website experiences than non members, being that they are more familiar with the websites, visiting more frequently to make reservations, earn points, manage their accounts, etc. This results in members developing stronger relationships with the brands and exhibiting stronger loyalty over time."

The share of loyalty program members increased from 66% in Q3 2010 to 79% in Q3 2011. This trend was evident among both business travelers, whose share of members rose from 80% in Q3 2010 to 90% in Q3 3010, and leisure travelers, whose share of members rose from 63% to 70%.

Overall satisfaction scores increased during the same period, from 71 to 73 during the same period, due in large part to the continued growth of loyalty program membership. Most attributes measuring the online experienced increased significantly among loyalty program members between Q3 2010 and Q3 2011, suggesting that websites are doing a better job at meeting members' needs -- either through site changes or more targeted offers.

Content Relevancy continues to be identified as the key strength of the hospitality and tourism websites, indicating that they excel in providing meaningful, relevant information. Despite the large share of loyalty program members, however, the websites still struggle to convince visitors that they offer the best rates, as deduced by comparatively lower scores for the Bottom Line attribute.

Other important findings from the report include:

  • Business travelers increased from 24% in Q3 2010 to 27% in Q3 2011, while leisure travelers decreased from 67% to 63%.

  • Leisure travelers who came to make a reservation increased from 31% in Q3 3010 to 33% in Q3 2011.

  • Visitors who did not complete their reservation due to price increased from 14% in Q3 2011 to 27% in Q3 2011, while those who did not book due to technical problems decreased from 17% to 5%.

The report analyzed immediate post-experience feedback from more than 130,000 people visiting over 160 hospitality and tourism sites to identify the most important online issues and trends facing this unique industry.

Data contained in the Hospitality & Tourism Industry Report for Q3 2011 represents aggregated information obtained from iPerceptions' webValidator and 4Q Suite surveys deployed on the websites of many leading hospitality brands. The full report can be found on the iPerceptions website at

About iPerceptions
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 and Wyndham Worldwide. For more information, please visit

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