U.S. Travel App Satisfaction Study
Make Travel Apps Travelers Actually Trust
The U.S. Travel App Satisfaction Study measures user satisfaction with travel apps across Airline, Hotel, and Rental Car segments. Redesigned in 2023, it explores key variables influencing customer choice, satisfaction, and loyalty across digital channels of leading travel brands.
What the Study Measures
A Complete View of Travel App Performance
Six performance factors are evaluated on a 1,000-point scale:
• Account management
• Day of travel or duration of stay
• Navigation
• Reservation
• Speed
• Visual appeal
• Booking and managing travel
• Digital channel experience quality
Includes:
• Airline, Hotel, and Rental Car segments
• Based on 5,659 evaluations
• Brand-level rankings
• Competitor benchmarking
How the Travel App Satisfaction Study Works
• Surveys users of airline, hotel, and rental car apps
• Based on 5,659 evaluations across three segments
• Study fielded in June-July 2023
• Satisfaction measured on a 1,000-point scale
• Evaluates six key performance factors
• Produces brand rankings and segment averages
Core Strengths
Deliver on Traveler Expectations
• Drive satisfaction across booking, travel, and account management
• Deliver on high traveler expectations in digital channels
• Stand apart from competitors with best-in-class app experiences
• Identify underperforming tools like boarding pass and check-in
• Position brands to grow share via mobile experience
Business Impact
Measurable Traveler App Wins
• Hotel mobile apps average 682 on 1,000-point scale
• Rental car apps average 681, airline apps 672
• Segment leaders: National 738, World of Hyatt 722, Alaska 688
• Insurance websites average 719, showing travel lag
• Low scores flag boarding pass and check-in as improvement priorities
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the Travel App Satisfaction Study as a prerequisite.
Designed for Travel App Leaders
• Chief digital and product officers at travel brands
• Mobile app product managers
• Loyalty program digital leads
• Customer experience and UX executives
• Marketing and brand strategy teams
• Competitive intelligence heads
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
