U.S. Travel Website Satisfaction Study
Understand Travel Websites From Your Users’ Perspective
The U.S. Travel Website Satisfaction Study benchmarks customer satisfaction with travel websites across four segments – Airline, Hotel, Rental Car, and Online Travel Agency – evaluating the digital factors that drive choice, satisfaction, and loyalty.
What the Study Measures
A Complete View of Travel Website Performance
User experience is evaluted across five core factors:
• Account Management
• Navigation
• Reservation
• Speed
• Visual Appeal
Includes:
• Competitive benchmarks
• Segment-level rankings (Airline, Hotel, Rental Car, OTA)
• 1,000-point satisfaction scale
• Insight into variables driving choice, satisfaction, and loyalty
How the U.S. Travel Website Satisfaction Study Works
• Surveys verified users of airline, hotel, rental car, and online travel agency websites
• Measures satisfaction on a 1,000-point scale across five performance factors
• Benchmarks brand performance across four travel segments
Most recent wave based on 5,543 evaluations fielded in June-July 2023
Core Strengths
Understand Travel Website Strengths & Gaps
• Identifies the digital touchpoints that shape booking, loyalty, and referral potential
• Reveals segment-specific best practices across airline, hotel, rental car, and OTA
• Benchmarks brand performance against direct competitors
• Quantifies how speed, navigation, and visual appeal influence overall satisfaction
• Supports award licensing for top-performing brands
Business Impact
Increase Conversion and Secure Loyalty
• Reduces friction across booking and account management
• Raises website satisfaction benchmarks against industry leaders
• Improves conversion and repeat booking through prioritized investments
• Identifies ‘Day of Travel’ tools that lag in satisfaction
• Strengthens brand differentiation through award recognition
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 U.S. Travel Website Satisfaction Study as a prerequisite.
Designed for Digital Travel Leaders
• Digital product and UX decision makers
• E-commerce and conversion managers
• Customer experience strategists
• Marketing and loyalty teams
• Travel brand executives
Unlock Insights With the Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
