iPerceptions - Customer Satisfaction Measurement

New York, NY – April 29, 2004 – iPerceptions and Hospitality eBusiness Strategies (HeBS),
two of the most respected names in hospitality-related eBusiness and eMarketing
strategy and intelligence today released the first edition of the RUSH Report,
a new strategic report for the hospitality vertical.

The RUSH Report, an intelligence report on user satisfaction and web site performance
in the hospitality sector, provides the industry with an in-depth analysis of
key aspects of site performance and user satisfaction. The Report is based on
feedback from nearly 40,000 survey respondents, actual visitors to hotel branded
web sites.

The RUSH Report provides answers to questions of crucial importance for today’s
hotelier: Who are your web site visitors? How are they finding your web site?
Why are they visiting your site? How often do they visit your site? Are they Lookers
or Bookers? Do they find what they are looking for? What is their experience on
your site? How satisfied are they with the various aspects of your site? Will
they return to your web site?

The RUSH Report also includes research findings, analysis and over 10 case studies
from the groundbreaking Q1 2004 Top Five Hotel Brand Website Comp Analysis, a
proprietary research study by HeBS on over 150 different aspects of the major
brand web sites that addresses all the elements that represent best practices
for a competitive web site.

According to Max Starkov, CEO of Hospitality eBusiness Strategies, "49% of all
visitors to hotel branded web sites in our study claim they do not belong to any
hotel loyalty program." Mr. Starkov continues, "For proactive hoteliers this represents
an untapped market and a great opportunity to increase user loyalty."

"We know from our work within the industry, as site loyalty increases, so does
the site’s look to book ratio," explains iPerceptions CEO Jerry Tarasofsky. "Hospitality
web site owners now have access to aggregated data never before available. Data
that paints a comprehensive picture of both the leisure and business traveler’s
online experience," said Mr. Tarasofsky. "It marks a turning point for establishing
site satisfaction benchmarks within the hospitality industry."

Another key finding in the report is that hotel brands need to enhance practically
every aspect of their web site to meet the increasing requirements of their major
customer segments. Less than 19% of all visitors to branded hotel web sites characterized
their experience as excellent," said Mr. Starkov. "Even more troubling is the
fact that almost 17% are not satisfied with their website experience and qualify
it as "Fair" or "Poor". Hospitality sites have much to do to increase user satisfaction
and this report debunks a lot of assumptions that many hotel brands have about
their websites," challenges Mr. Starkov.

Here is a sample of the key findings in the RUSH Report:

• Who are the visitors? 56% of all website visitors on hotel branded web sites are Leisure Travelers,
  and 32% are Business Travelers. As much as 3 % of the hotel website visitors are
  involved in meeting or event planning.
• Why are they visiting? 34% of all website visitors on hotel branded websites seek information about
  the hotel, while 31% of visitors make or change reservations. Another 23% were
  found to visit sites to research/compare rates. Aggregate findings vary considerably
  when compared to distinct groups: Business Travelers, Leisure Travelers, and Meeting/Event
  Planners.
• Lookers vs Bookers: Online Bookers constitute 36% of all visitors to the hotel web site compared
  to Online Lookers, 64% of all visitors. Significant differences were observed
  between Business Travelers and Leisure Travelers.
• Customer Segmentation Analysis: Business Travelers are more critical and demanding than the other user groups.

Issued annually with quarterly updates, The RUSH Report is a collaboration leveraging
the unique knowledge, experience and methodologies of iPerceptions Inc. and Hospitality
eBusiness Strategies (HeBS). It combines the in-depth online hospitality industry
expertise of HeBS with the strategic quantitative attitudinal analytics of iPerceptions.

About iPerceptions Inc.

iPerceptions’ Business Intelligence solutions help organizations align their
web site initiatives with the needs and wants of their actual web site users.
The core element of these solutions is proprietary predictive intelligence that
measures and evaluates independent elements of a user’s total web site experience
to predict how various site attributes impact site satisfaction. iPerceptions’
solutions and services help companies listen to, understand and respond to their
users’ online experiences. They deliver reliable decision-support, actionable
information and industry best-practice benchmarks resulting in enhanced user loyalty,
increased profits and a more solid ROI.

About Hospitality eBusiness Strategies Inc

Hospitality eBusiness Strategies, Inc (HeBS) advises companies in the travel
and hospitality verticals on their Internet and eDistribution strategies. HeBS
specializes in helping hoteliers build their direct-to-consumer online distribution
and eMarketing strategies and regain control of their online brand and price integrity
from the online intermediaries. A diverse client portfolio of over 140 top tier
major hotel brands, multinational hospitality corporations, hotel management and
representation companies, independent, and privately owned properties, has sought
and successfully taken advantage of their eBusiness expertise.