How hotels and OTAs address customer loss on moblie
07/04/2017|2:30:51 PM|Tnooz

HEDNA‘s mobile working group has identified and quantified “customer friction” in the context of booking hotel rooms on mobile.

The trade body for hotel distribution knows better than most that mobile bookings for hotels, via brand dotcoms or third parties, are now mainstream. The research accepts this as fact, and chooses to focus specifically on “barriers to [mobile] conversion”.

It has used a customer friction measurement tool – NTT DATA’s recently launched CFF Service – to rank 10 different suppliers according to three specific hotel booking scenarios.

The results do not name names in terms of individual results, but, for reference, it evaluated the mobile search and booking process for Wyndham, Choice, IHG, Marriott and Starwood, while the OTAs under the microscope were Hotel Tonight,, Expedia, Priceline and

One of the scenarios was for a brand-agnostic, price sensitive user booking a nearby hotel for one night. Brand dotcoms came out the best in this instance – the average CFF score for all ten was 265, with all the’s better than the average.

But there is still a lot of room for improvement.  The research found that the biggest gripe from the evaluators and therefore the biggest customer friction point was having to provide the same details at different stages.

Addressing customer friction is a short cut to increased conversions. One recommendation the report makes is that hotels and OTAs curate the search results so that there is less choice, which connects with comments from the evaluators that hotels and OTAs need to have a clearer insight into the intent of the trip.

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