Travel Trends – Consumer Satisfaction, Video, Internet Usage

Consumer Satisfaction Declines For Major OTAs – Consumer satisfaction with major online travel players has dipped to an all-time low, while satisfaction with the e-commerce sector overall has risen, according to the American Customer Satisfaction Index. For the third straight year, satisfaction has risen, this year by 2%, reaching an all-time high of 81.6 on the 100-point scale. However, satisfaction with online travel e-commerce has gone in the opposite direction. For the second year in a row, satisfaction has dipped to an all-time low of 75. Only four online travel companies are tracked: Expedia, Orbitz, Travelocity and Priceline. In addition, a category of “All Others,” representing hotel sites, airlines and travel search engines, is tracked.
From Travel Advance and

That’s A Lot of Video – A recently released comScore Video Metrix service report, revealed that U.S. Internet users watched more than 10 billion videos online during the month of December, 2007, representing the single heaviest month for online video consumption since comScore initiated its tracking service. Google Sites saw substantial growth and extended its video market share gains, now accounting for nearly one out of every three videos viewed online.

Going Online To Purchase Travel – According to the latest Nielsen Global Online Survey on internet shopping habits, more than 85% of the world’s online population has used the internet to make a purchase, increasing the market for online shopping by 40% in the past two years.

And, take a look at what those consumers were purchasing:

Popular Online Purchases
(Global Average, % of Online Purchasers in Past Three Months)

Purchase / % of Online Purchasers

Books / 41%
Clothing, Accessories, Shoes / 36%
Video, DVD, Games / 24%
Airline ticket, reservations / 24%
Electronic equipment / 23%
Music / 19%
Cosmetics, nutrition supplies / 19%
Tours, hotel reservations / 16%
Event tickets / 15%
Computer software / 14%
Groceries / 14%
Toys, dolls / 9%
Sporting goods / 8%
Automobiles & parts / 4%
Sports memorabilia / 3%
Other / 20%

Source: The Nielsen Company, 2007/Marketing Charts, January 2008

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