The drop in customer satisfaction was accompanied by a sharp reduction inhotel bookings as consumers scaled back travel plans. The average number ofnights spent in a hotel each year by leisure travelers plummeted 28%between January and June 2008 from 14.7 to 10.6, and business travelersslashed their hotel stays per year by 25% from 31.4 to 23.6 over this sameperiod.

Online consumers overwhelmingly cited budget concerns and dissatisfactionwith gas prices when asked for feedback during their online experience. "Ifind it unbelievable with the price of gas and the economy in the shape itis in that you are not making exceptions to your two night minimum stay,"stated one visitor to a well-known hotel site. "Not the prices I waslooking for," said another. "In a day and age where traveling is gettingharder and harder to do because of gas prices, irrelevantly high pricedhotel rooms just isn't part of the plan anymore."

"Feedback from millions of visitors collected over the past yeardemonstrates a clear negative correlation between gas prices and customersatisfaction on automotive and travel web sites," said Jonathan Levitt,vice president of marketing at iPerceptions. "As the price at the pump hasspiked, consumers are venting their frustrations online. And it isn't justthat satisfaction is hurting -- measurable business outcomes are falling aswell. In an environment like this, it's critical that marketers tune intochanging consumer sentiment in order to pinpoint opportunities to makesmall changes that can positively impact customer satisfaction, conversionand sales."

About the iPerceptions Satisfaction (iPSI) Index

The iPerceptions Satisfaction Index (iPSI) is derived from 60 millionsatisfaction and experience datapoints obtained from over four millionactual website visitors in the context of their actual site visits. TheiPSI covers ten verticals, including automotive, travel, and e-commerce.Based on research from Dr. Antonio Ciampi of McGill University, the iPSIfeatures a perceptual framework to isolate and evaluate key elements of thevisitor experience and predictive algorithms and modeling to uncover theattributes with the greatest impact on satisfaction. As a result, theiPerceptions Satisfaction Index (iPSI) delivers the clearest and mostaccurate understanding of the key issues impacting satisfaction, intent,task completion and customer loyalty.

About iPerceptions

iPerceptions is one of North America's leading web-focused Voice ofCustomer analytics providers. Its webValidator Continuous Listeningsolution and Proprietary iPerceptions Satisfaction Index (iPSI), turnthousands of data points into easy-to-understand strategic and tacticaldecision support for website marketers. iPerceptions' clients include suchwell-known brands as InterContinental Hotels, General Motors, DellComputers, Hyundai, LG Electronics, Toshiba, Choice Hotels International,BMW and Monster Worldwide. iPerceptions has offices in New York, Toronto,Montreal and London, UK.

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