State of Digital Quality in Travel & Hospitality
300
OS Versions
21.3%
Checking calendars and availability
3 Ways to Keep Guests Satisfied
1.9%
Functional
State of Digital Quality in Travel & Hospitality:
While most travel and hospitality companies understand the importance of physical accommodations for guests with disabilities, digital accessibility is becoming more important as well. A May 2022 survey of Applause’s uTest community members found nearly half of respondents who work in hospitality (105) reported that accessibility is a top priority for the business: 46.4%. In addition, 72% stated that accessibility was a higher priority this year over last year.
As a best practice, companies should go beyond the minimum and prioritize inclusive design, gathering input from people with disabilities early in the process to create seamless experiences for all guests.
2022
2. Think in Terms of Inclusive Design, Not Just Accessibility
Visual
Payments before and during a trip in all currencies
Applause analyzed a representative sample of our testing data across travel and hospitality organizations — from January 1, 2021 to December 31, 2021 — to identify the most common flaws in digital experiences and map out how companies can prevent them from making their way into production.
26,900
Bugs
See how your organization measures up on digital quality. Get the full report and our companion materials.
Performance
59.9%
© Applause App Quality Inc. 2022
As many travel and hospitality organizations operate in different markets, it’s key for products to accurately reflect local languages and social norms to build credibility. With so many currencies, payment instruments and languages to consider, even the smallest details matter. Beyond correct currency and number formatting, hospitality brands must avoid missing or insufficient translations, which can leave guests confused or even stranded. Testing in labs is no substitute for real customer feedback.
Managing accounts
and profiles, including
use of points
16%
93
Countries
3. Test With Local Users in All Markets
4,500
Individual Mobile Devices
Get the Report
0.9%
Content
Whether your customer is making a reservation, enrolling in a rewards program or checking reviews, they expect to be able to easily accomplish what they set out to do. The most common bugs in travel and hospitality experiences are workflow and functional errors, which account for 59.9% of functional defects. Some frequent concerns for travel and hospitality include:
As travel and hospitality — one of the hardest hit sectors during the pandemic — makes its gradual recovery back to pre-pandemic levels, how organizations handle guest expectations, pent-up demand and the resulting customer journeys will be more key than ever. Staffing shortages, fuel costs and other critical factors put more pressure on service providers and require a heightened focus on frictionless digital and in-person experiences.Winning travel and hospitality providers will leverage customer-facing technologies to help ease challenges and to provide differentiation among competition. Key technologies like AI, voice and digital payments will continue to expand along with this sector’s recuperation.
Managing and changing reservations, centralized support while traveling
1. Address Core Functionality Across Your Digital Experiences
Crash
What’s Next?
3 Ways to Keep Guests Satisfied
Whether your customer is making a reservation, enrolling in a rewards program or checking reviews, they expect to be able to easily accomplish what they set out to do. The most common bugs in travel and hospitality experiences are workflow and functional errors, which account for 59.9% of functional defects. Some frequent concerns for travel and hospitality include:
State of Digital Quality in Travel & Hospitality
Applause analyzed a representative sample of our testing data across travel and hospitality organizations — from January 1, 2021 to December 31, 2021 — to identify the most common flaws in digital experiences and map out how companies can prevent them from making their way into production.
3. Test With Local Users in All Markets
As a best practice, companies should go beyond the minimum and prioritize inclusive design, gathering input from people with disabilities early in the process to create seamless experiences for all guests.
While most travel and hospitality companies understand the importance of physical accommodations for guests with disabilities, digital accessibility is becoming more important as well. A May 2022 survey of Applause’s uTest community members found nearly half of respondents who work in hospitality (105) reported that accessibility is a top priority for the business: 46.4%. In addition, 72% stated that accessibility was a higher priority this year over last year.
300
OS Versions
Winning travel and hospitality providers will leverage customer-facing technologies to help ease challenges and to provide differentiation among competition. Key technologies like AI, voice and digital payments will continue to expand along with this sector’s recuperation.
As travel and hospitality — one of
the hardest hit sectors during
the pandemic — makes its gradual
recovery back to pre-pandemic
levels, how organizations handle
guest expectations, pent-up demand
and the resulting customer journeys will
be more key than ever. Staffing shortages, fuel costs and other critical factors put more pressure on service providers and require a heightened focus on frictionless digital and in-person experiences.
Managing accounts and profiles, including use of points
While most travel and hospitality companies understand the importance of physical accommodations for guests with disabilities, digital accessibility is becoming more important as well. A May 2022 survey of Applause’s uTest community members found nearly half of respondents who work in hospitality (105) reported that accessibility is a top priority for the business: 46.4%. In addition, 72% stated that accessibility was a higher priority this year over last year.
26,900
Bugs
As a best practice, companies should go beyond the minimum and prioritize inclusive design, gathering input from people with disabilities early
in the process to create seamless experiences for all guests.
93
Countries
4,500
Individual Mobile Devices
See how your organization measures up on digital quality. Get the full report and our companion materials.
300
OS Versions
As travel and
hospitality — one
of the hardest hit
sectors during
the pandemic — makes
its gradual recovery back to
pre-pandemic levels, how
organizations handle guest
expectations, pent-up demand and the resulting customer journeys will be more key than ever. Staffing shortages, fuel costs and other critical factors put more pressure on service providers and require a heightened focus on frictionless digital and in-person experiences.
Applause analyzed a representative sample of our testing data across travel and hospitality organizations — from January 1, 2021 to December 31, 2021 — to identify the most common flaws in digital experiences and map out how companies can prevent them from making their way into production.
26,900
Bugs
What’s Next?
Whether your customer is making a reservation, enrolling in a rewards program or checking reviews, they expect to be able to easily accomplish what they set out to do. The most common bugs in travel and hospitality experiences are workflow and functional errors, which account for 59.9% of functional defects. Some frequent concerns for travel and hospitality include:
As many travel and hospitality organizations operate in different markets, it’s key for products to accurately reflect local languages and social norms to build credibility. With so many currencies, payment instruments and languages to consider, even the smallest details matter. Beyond correct currency and number formatting, hospitality brands must avoid missing or insufficient translations, which can leave guests confused or
even stranded. Testing in labs is no substitute for real
customer feedback.
1. Address Core Functionality Across Your Digital Experiences
93
Countries
4,500
Individual Mobile Devices
59.9%
Winning travel and hospitality providers will leverage customer-facing technologies to help ease challenges and to provide differentiation among competition. Key technologies like AI, voice and digital payments will continue to expand along with this sector’s recuperation.
As travel and hospitality — one
of the hardest hit sectors
during the pandemic — makes
its gradual recovery back to
pre-pandemic levels, how
organizations handle guest
expectations, pent-up demand and the resulting customer journeys will be more key than ever. Staffing shortages, fuel costs and other critical factors put more pressure on service providers and require a heightened focus on frictionless digital and in-person experiences.
As a best practice, companies should go beyond the minimum and prioritize inclusive design, gathering input from people with disabilities early in the process to create seamless experiences
for all guests.
4,500
Individual Mobile Devices
While most travel and hospitality companies understand the importance of physical accommodations for guests with disabilities, digital accessibility is becoming more important as well. A May 2022 survey of Applause’s uTest community members found nearly half of respondents who work in hospitality (105) reported that accessibility is a top priority for the business: 46.4%. In addition, 72% stated that accessibility was a higher priority this year over last year.
26,900
Bugs
300
OS Versions
As a best practice, companies should go beyond the minimum and prioritize inclusive design, gathering input from people with disabilities early in the process to create seamless experiences for
all guests.
93
Countries
As travel and hospitality — one
of the hardest hit sectors during
the pandemic — makes its gradual recovery back to pre-pandemic levels, how organizations handle guest expectations, pent-up demand and the resulting customer journeys will be more key than ever. Staffing shortages, fuel costs and other critical factors put more pressure on service providers and require a heightened focus on frictionless digital and in-person experiences.