{"id":29634,"date":"2020-10-06T00:00:00","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/outdoor-recreation-reservations\/"},"modified":"2022-11-15T11:43:47","modified_gmt":"2022-11-15T16:43:47","slug":"outdoor-recreation-reservations","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/outdoor-recreation-reservations\/","title":{"rendered":"Outdoor Recreation Reservations"},"content":{"rendered":"\n
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This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
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\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/strong><\/h3>\n\n\n\n

In late 2018, a multi-agency partnership completed a major overhaul of Recreation.gov, the central portal for booking outdoor adventures on federally managed lands. After a busy year of bookings in 2019, the team had to adjust to changing customer needs in the spring of 2020 as travel plans changed amid the coronavirus.<\/p>\n\n\n\n

Customers find many aspects of the Recreation.gov website and mobile app to be simple, engaging and interactive. The well-organized website, with eye-catching images and advanced digital features such as a trip builder tool, is designed to help users plan and reserve trips in ways comparable to popular commercial travel sites. <\/p>\n\n\n\n

Still, customer feedback suggests ways the site could improve and make transactions easier. In 2019, half of Recreation.gov users surveyed indicated the website was not easy to use, partially due to popular campgrounds getting quickly booked up and challenges using the search engine. Because the Recreation.gov team members regularly reviewed feedback, they were alerted to the issues and could then add features to the search engine and clarify the availability of recreation sites online. To continue improving the customer experience around booking reservations\u2014a high priority issue\u2014the team plans to increase the accuracy of campground maps and the quality of the images of local recreation sites.<\/p>\n\n\n\n

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Data at a Glance<\/h5>\n\n\n\n
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4.8 out of 5 stars: user rating of the Recreation.gov mobile app as of September 2020   <\/p>\n<\/div>\n\n\n\n

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of customers surveyed said it was easy to complete what they wanted to do on the site in fiscal 2019  <\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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