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| >Product Overview |
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| >Website CE Benchmark |
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| >Email CE Benchmark |
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| >Telephone CE Benchmark |
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| >Branch CE Benchmark |
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| >Multi Channel Benchmarks |
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| The functionality and quality of the system that allows users to book a hotel room |
| The ease involved in stepping through the booking of a hotel room |
| The level of complimentary and essential information on the website regarding hotels and the travel industry at large |
| The design, operation and navigation of the home page and site as a whole |
| The level of assistance provided for customer support self service as well as information on email and phone contacts |
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Booking
Interface
Booking
Process
Content
Site
Utility
Customer
Support
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