----Keynote Systems
(Nasdaq:KEYN):

Expedia, Orbitz Fly Above Airline Competitors Online

Low-Cost Carriers Southwest and JetBlue Extend Aggressive
Competition to the Web

Keynote Study Examines Consumer Experience at Leading Airline
Web Sites

Online travel agencies are outperforming airline Web sites in
terms of customer experience and that is impacting their booking
success according to a new study by Keynote Systems (Nasdaq:KEYN ), The
Internet Performance Authority(R). Bonny Brown, Director of Research and Public
Services for Keynote.
The entire study, Keynote Customer Experience (CE) Rankings for
the Airline Industry , is a large-scale competitive benchmarking study
examining overall industry trends and providing analysis of specific
sites.

sociological budgetary

Costante, Chairman and CEO of MDAdvantage Insurance Company of New
Jersey recently advanced to Fellow status in the American College of
Healthcare Executives, an international professional society of 30,000
healthcare executives.
"Airlines such as Southwest and JetBlue have demonstrated that
airlines can successfully compete against online travel agencies ,"
said Dr. "Those sites clearly take great strides to produce a
positive online experience and it appears to be paying off for them.com, Hyatt, Lodging.

benschop argued

The Keynote Customer Experience (CE) Rankings for the Airline
Industry are based on research with 2,000 customers as they evaluated
and interacted with 16 leading travel and airline Web sites.com/solutions/cem_syndicated_research.

Keynote, The Internet Performance Authority and Perspective are
registered trademarks of Keynote Systems, Inc. In
addition to traditional opinion data, Keynote's proprietary research
technology collects detailed qualitative and behavioral data as
customers perform tasks at each site.
"We've seen a continual increase in consumer comfort and use of
the Internet for booking travel arrangements , but this is the first
time we have seen all the online options for booking beating the
offline options," said Dr.
"Online agencies typically perform the best in demonstrating value
and selection to the consumer and thus perform the best in terms of
converting browsers into buyers," said Dr.

keynote.com/syndicated.

sociology argued

Fellow status is the highest level of
professional achievement in ACHE.

The American College of Healthcare Executives is an international
professional society of more than 30,000 healthcare executives who
lead our nation's hospitals, healthcare systems, and other healthcare
organizations.

Online Travel Agencies Fly Above Airline Sites

The Keynote study revealed a significant gap between the online
travel agencies and individual airline Web sites , and showed that the
advantage is rooted in a strong online customer experience. In January 2004 , Keynote research
revealed that consumers preferred certain hotel sites to phone methods
for booking , but preferred phone service over booking on third-party
or agency sites.com
---------------- ----------------- ------------------------------------

Although Expedia continues to lead the Keynote CE Rankings,
Travelocity and Orbitz have made significant gains in their customer
experience and conversion performance over the past year in which
Keynote benchmarked lodging industry sites .

underprivileged differs

Expedia was the industry-leader in terms of
providing tools that simplify the flight research process and ease of
use.
Keynote is viewed as The Internet Performance Authority due to the
company 's global infrastructure of over 1,600 measurement computers in
more than 50 cities worldwide that capture and store on a daily basis
over 40 million Internet performance measurements, frequent media
citations quoting Keynote's Web performance data and analysis, the
company's market-leading Web performance indices for vertical markets
and leading customer research that provides critical business insight
into online customer experiences, industry trends and competitive Web
strategies.html

Keynote Customer Experience Research

Keynote is the leading provider of customer experience research
services, offering both syndicated and custom research examining
consumer attitudes and behavior on the Web.
Keynote is viewed as The Internet Performance Authority due to the
company 's global infrastructure of over 1,600 measurement computers in
more than 50 cities worldwide that capture and store on a daily basis
over 40 million Internet performance measurements, frequent media
citations quoting Keynote's Web performance data and analysis, the
company's market-leading Web performance indices for vertical markets
and leading customer research that provides critical business insight
into online customer experiences, industry trends and competitive Web
strategies. Other trademarks are
the property of their respective owners.

quantitative aems

They must also complete case studies or a thesis on a
healthcare management topic or participate in a year-long mentorship
project."

Web Impact on Airline Industry

The Keynote report also documented the growing importance of the
Web in the airline industry; with 70% of consumers with online access
saying they book air travel online compared to just 25% who call an
airline customer service line.keynote.

Business Editors/Travel + Hospitality Writers/Internet Writers

SAN MATEO, Calif.
To learn more about Keynote's syndicated research offerings and
for a list of the various vertical industry reports that are
available, visit:
http://www. Over 2,100 corporate IT departments
and 16,000 individual subscribers rely on Keynote's growing range of
measurement and monitoring, service level and customer experience
management services to improve e-business performance by reducing
costs, improving customer satisfaction and increasing profitability. is headquartered in San Mateo, California
and can be reached at www.S.

Keynote, The Internet Performance Authority and Perspective are
registered trademarks of Keynote Systems, Inc.

quantitative corollary

"But online agencies are also creating a better
overall online experience for customers and this is a significant
contributor to the success of these sites over airline sites.

Keynote Customer Experience Rankings
--------------------------------- ------------
1 Expedia
2 Orbitz
3 Travelocity

The same sites also topped the Keynote Conversion Impact Index,
which gauges the overall likelihood of a visitor to book on a site or
return to the site in the future. In addition to traditional opinion data,
Keynote's proprietary research technology and access to a panel of
160,000+ consumers allows for the collection of detailed qualitative
and behavioral data that inform its reports.S.
The Keynote Customer Experience (CE) Rankings for the Lodging
Industry are based on research with 2,000 customers as they evaluated
and interacted with 10 leading travel and lodging Web sites. In its latest study, Keynote's annual benchmarking
revealed that consumers now prefer all online booking methods over
offline alternatives .

nigel preface

Ms. In selecting a site to book with, price
is still the most important consideration with 81 % of consumers
self-reporting this as a factor in their decisions, followed by the
ease-of-use of the Web site, which 50% of consumers reported as an
important factor.
Orbitz received high marks for its pricing and its flight matrix which
enables users to easily view flight options, improving the perception
of flight availability. The full report includes hundreds of additional data points , a
detailed analysis of the findings, and recommendations for improving
site performance.keynote . Other trademarks are
the property of their respective owners. "Hotel sites that do
provide strong search and comparison tools perform significantly
better than hotel sites as a whole, and can perform on par with online
agency sites.
Travelocity made gains with consumers in the study in large part
because of its improved customer support and ease of use, and Orbitz
made significant gains in ease of booking and price satisfaction.

The academic papers in this category include articles, thesis , dissertations and so forth, but not abstracts, that are available to read immediately via the internet .

argued replicating

Through such
efforts, ACHE works toward its goal of being the premier professional
society for healthcare leaders by providing exceptional value to its
members.
Hotel and accommodation selection was a consideration of 33% of
consumers booking online and past experience with a hotel was a
consideration of 29%.
Expedia performed strongly across all leading drivers of customer
satisfaction, notably in ease of booking, customer support and price
satisfaction.
Keynote's syndicated research includes two distinct types of
reports: the Keynote Customer Experience (CE) Rankings, which provide
competitive benchmarking and rankings of the leading Web sites in a
specific industry; and Open Web Research (OWR), which takes a broader
look at the customer's experience across the entire Web when
performing specific tasks, such as booking business travel.keynote.

sociological arising

----Patricia A. In fact,
Southwest was the only airline site to drive bookings as effectively
as the online agency sites. For further information about the full report, visit
http://www.com/syndicated. is headquartered in San Mateo, California
and can be reached at www.keynote.

budgetary corollary

"
To obtain Fellow status, candidates must demonstrate their
education, experience and leadership in the healthcare field for
several years. In
addition to traditional opinion data, Keynote's proprietary research
technology collects detailed qualitative and behavioral data as
customers perform tasks at each site. Online agency sites also
topped the Keynote Conversion Impact Index, which gauges the overall
likelihood of a visitor to book on a site or return to a site in the
future. Keynote's research
provides critical business insight into online customer experiences,
industry trends and competitive Web strategies for a variety of
vertical industries.

dissertations aems

The AirTran, Alaska Air, America West, American Airlines,
CheapTickets, Continental , Delta, Expedia, Frontier, JetBlue,
Northwest, Orbitz, Southwest, Travelocity, United, and US Airways Web
sites were evaluated as part of this competitive benchmarking study."
The top three agency sites tested scored significantly better than
any airline site, aside from Southwest, in customer satisfaction and
customer conversion. Keynote's research
provides critical business insight into online customer experiences,
industry trends and competitive Web strategies for a variety of
vertical industries.----Keynote
Systems (Nasdaq:KEYN):

Price, Selection Give Online Travel Agencies Edge Over Hotel
Web Sites

Expedia, Travelocity Provide Best Online Customer Experience

Keynote Study Examines Consumer Experience at Leading Lodging
Web Sites

Consumers are increasingly likely to book lodging online,
according to a new study performed by Keynote Systems (Nasdaq:KEYN),
The Internet Performance Authority(R).com, Marriott,
Orbitz, Sheraton, Travelocity , and Wyndham Web sites were evaluated as
part of this competitive benchmarking study.

Price Still Paramount, Online Agencies Capitalize on Advantage

Despite the shift in preferred channels , price is still paramount
to consumers booking online, with 61% of consumers reporting this as
an important consideration. In addition to traditional opinion data,
Keynote's proprietary research technology and access to a panel of
160,000+ consumers allows for the collection of detailed qualitative
and behavioral data that inform its reports.

differs inductively

"ACHE Fellowship is more meaningful than ever before ," says Gary
S. Horan, FACHE, President and CEO of Trinitas Health in New Jersey.

Business Editors/High-Tech Writers

SAN MATEO, Calif. The
airlines are just not fully capitalizing on their loyalty programs and
direct ties to the customer.
Keynote CE (CE) Rankings are available for a number of industries
including the retail, banking and credit card industries, as well as
several travel verticals, including the lodging, cruise and rental car
industries. Over 2,100 corporate IT departments
and 16,000 individual subscribers rely on Keynote's growing range of
measurement and monitoring, service level and customer experience
management services to improve e-business performance by reducing
costs, improving customer satisfaction and increasing profitability.com or by phone in the U. "We have come to a point where consumers
with Internet access are now more likely to book online as compared to
using the phone.

Expedia Leads, But Travelocity and Orbitz Make Big Gains

In fact, all the online travel agencies studied scored
significantly better than any hotel site, aside from Marriott, in
customer experience and customer conversion. Expedia, Travelocity and
Orbitz ranked as the best sites in the Keynote Customer Experience
(CE) Rankings, an overall measure of online customer experience based
on evaluation of more than 250 metrics.
Keynote CE (CE) Rankings are available for a number of industries
including the retail, banking and credit card industries, as well as
several travel verticals, including the airline, cruise and rental car
industries .com or by phone in the U.

inductively prevailing

org

The study
also drew a direct correlation between customer experience performance
and conversion of site visitors into customers. The Keynote CE Rankings are the successor to the Vividence
CE Rankings following Keynote's acquisition of Vividence in September
2004.keynote.

Normally a link will bring the reader to a specific paper however collections of papers on specific topics or perspectives or by specific authors may also be linked.

sociology vechta

Online Travel Agencies Beating Airline Web Sites At Their Own Game Says Keynote Study

Keynote provides the industry's
most comprehensive competitive benchmarking of leading travel and
airline Web sites through its syndicated research reports.

Keynote Conversion Impact Index Rankings
--------------- ------------------------------
1 Expedia
2 Travelocity
3 Orbitz

Low-Cost Carriers Fly Past Competitors

Low-cost carriers Southwest and JetBlue were rated best among
other airline sites in terms of customer experience and conversion,
easily topping the sites of market -leading airlines.

privileged differs

html

About Keynote

Founded in 1995, Keynote Systems (Nasdaq "KEYN"), The Internet
Performance Authority(R), is the worldwide leader in e-business
performance management services.

inductively dissertations

Brown.
To learn more about Keynote's syndicated research offerings and
for a list of the various vertical industry reports that are
available, visit:
http://www.

Keynote Customer Experience Keynote Conversion Impact Index
Rankings Rankings
--------------------------------- ------------------------------------
1 Expedia 1 Expedia
--------------------------------- --------------------------- ---------
2 Travelocity 2 Travelocity
--------------------------------- - -----------------------------------
3 Orbitz 3 Hotels. More than 72% of Orbitz visitors expressed intent
to book on the site in the future, as compared to 62% in the previous
study. For further information about the full report, visit
http://www.

All items in this category are written from a sociological perspective, deal with an empirical or theoretical issue and follow standard academic conventions for discourse and citations.

quantitative prevailing

ACHE's publishing division,
Health Administration Press, is one of the largest publishers of books
and journals on all aspects of health services management in addition
to textbooks for use in college and university courses. Expedia, Orbitz and Travelocity ranked as the
best sites in the Keynote Customer Experience (CE) Rankings, an
overall measure of online customer experience based on evaluation of
more than 250 metrics.html

About Keynote

Founded in 1995, Keynote Systems (Nasdaq:KEYN), The Internet
Performance Authority(R), is the worldwide leader in e-business
performance management services.
The Expedia, Hilton, Hotels . Brown.
Keynote Systems, Inc.

peculiarities manifold

"At a time when corporate responsibility is challenged daily, our
communities can believe in healthcare leaders who have earned the
prestigious FACHE credential . Costante of MDAdvantage is privileged to use the "FACHE"
designation, which indicates board certification in healthcare
management and ACHE Fellow status. ACHE is known for its prestigious credentialing and
educational programs and its annual Congress on Healthcare Management,
which draws more than 4,000 participants each year. ACHE is also known
for its journal, the Journal of Healthcare Management , and magazine,
Healthcare Executive, as well as ground-breaking research and career
development and public policy programs. The ease of booking and the ability to compare
prices are the leading factors influencing consumer perceptions about
ease-of-use.

Best of the Web

As part of its evaluation, Keynote also determined the specific
areas most important to a site's success and competitively ranked the
sites in these categories. at
650-403-2400.

homosexuality dissertations

In fact, only 3,200 healthcare
executives hold this distinction.
"Greater selection is a major inherent advantage for online travel
agencies," said Dr.

Consumers Increasingly Likely to Book Lodging Online (vs. In fact , the top frustration for consumers
is also price-related, with one-in-four (24%) consumers complaining
that they did not get the best price when booking on a specific site. at (650)
403-2400.
(C ) 2005 Keynote Systems, Inc.

peculiarities differs

ACHE recognized Ms. As a result, researchers were able to
determine what consumers viewed as the best of the Web in the airline
industry:

Best of the Web - Airline Industry
---------------------------------------------
Price Satisfaction Orbitz /Southwest
Design + Organization Orbitz/United
Ease of Booking Southwest
Flight Availability Orbitz
Flight Search Expedia
Customer Support CheapTickets

Southwest was lauded for its simple booking process, which does
not force registration and displays pricing information up-front. Phone)

The Keynote study revealed steady growth in the number of
consumers stating they use the Internet to book lodging accommodations
as compared to those using other methods, such as calling hotel
reservation lines or calling a travel agent. More than two-thirds
(67%) of consumers participating in the study reported that they are
likely to book on a hotel Web site as compared to just 57% who are
open to using a phone reservation system . Just 16% report a
willingness to use a travel agent."
The ability to compare prices was also reported as a critical
factor by 46% of consumers. The Keynote CE Rankings are the successor to the Vividence
CE Rankings following Keynote's acquisition of Vividence in September
2004.

preface vechta

Costante during the Convocation Ceremony on
March 13, 2005, held during the organization's annual Congress of
Healthcare Management. For more information, please contact 312-424-9400 or
membership1@ache .html

Keynote Customer Experience Research

Keynote is the leading provider of customer experience research
services, offering both syndicated and custom research examining
consumer attitudes and behavior on the Web.

underprivileged homosexuality

Chairman and CEO of MDAdvantage Earns Top Healthcare Management Credential

Southwest performed well because of its
industry-leading price satisfaction and because it possessed the
industry's best online booking process.
Keynote Systems, Inc.

Consumers Now Prefer Booking Hotels Online Over All Offline Options Reports Keynote

Bonny Brown, director of research and
public services for Keynote."
In 2003, Keynote research showed consumers as increasingly
comfortable with phone reservation systems, with nearly two-thirds
(63%) reporting that as a typical method for booking, as compared to
just 50% reporting willingness to use an online agency site and 59%
willing to use a hotel Web site.com/solutions/cem_syndicated_research.

quantitative nigel

Business Editors/Insurance Writers

LAWRENCEVILLE, N.
(C) 2005 Keynote Systems, Inc. During this latest study,
more than 68 % of consumers visiting Travelocity said they would likely
book lodging on the site in the future as compared to 62% stating that
in previous studies. The full report includes hundreds of additional data points, a
detailed analysis of the findings, and recommendations for improving
site performance .

corollary aems

J.
Keynote's syndicated research includes two distinct types of
reports: the Keynote Customer Experience (CE) Rankings, which provide
competitive benchmarking and rankings of the leading Web sites in a
specific industry; and Open Web Research (OWR), which takes a broader
look at the customer 's experience across the entire Web when
performing specific tasks, such as booking business travel . Keynote provides the industry's
most comprehensive competitive benchmarking of leading travel and
lodging Web sites through its syndicated research reports.
The entire study, Keynote Customer Experience (CE) Rankings for
the Lodging Industry, is a large-scale competitive benchmarking study
examining overall industry trends and providing analysis of specific
sites.