Hotels.com Named 'Best Overall Customer Experience'

Research also finds hotels.com to be the most "helpful" site

LONDON, July 5, 2012 /PRNewswire-Asia/ -- Hotels.com has been named "Best Overall Customer Experience" for the third year running, according to Keynote Competitive Research, the industry analysis group of Keynote Systems (NASDAQ: KEYN), that examined nine of the top hotel reservations websites in the U.S.

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As well as the highest accolade, Hotels.com gained other notable successes such as:

• taking the top slot in seven out of ten categories, including the key service areas of customer satisfaction, price satisfaction, ease of booking and hotel availability
• achieving a total of nine top three places overall
• improving its overall customer experience index score every year since the research was first undertaken in 2008

Rankings were based on responses from more than 2,000 real users, observed as they accomplished tasks on each of the sites, as well as real data collected through Keynote website monitoring to assess the technical quality of each website.

"We are constantly working to improve not only the site but also our mobile capability and call centre service to provide our customers with the best possible hotel shopping, booking and post-booking experience," commented Scott Booker, President of Hotels.com. "As part of this commitment, we currently feature more than 150,000 hotels around the world, over 6.5 million user-generated reviews, our award winning Welcome Rewards loyalty programme,  price match guarantee and 24/7 customer service in many markets."

Additional study findings also discovered that Hotels.com was judged most "helpful" and was also considered particularly convenient, friendly and good value.

About Hotels.com

Hotels.com is a leading online accommodation booking website with more than 150,000 properties around the world, ranging from international chains and all-inclusive resorts to local favourites and bed & breakfasts, together with all the information needed to book the perfect stay. Hotels.com is part of Expedia, Inc., the world's largest online travel company.

About Keynote Systems

Keynote® Systems, Inc., (NASDAQ:KEYN) is the global leader in Internet and mobile cloud testing & monitoring. Keynote maintains the world's largest on-demand performance monitoring and testing infrastructure for web and mobile sites comprised of over 4,000 measurement computers and mobile devices in over 275 locations around the world that enable companies to continuously improve the online and mobile experience.