Non Lodging Chat NPS Scrubbing Form

Welcome!
Detractor scrubbing form for Non Lodging Chats only.


A red asterisk (*) indicates required questions.

  1. Evaluator's Name*


  1. Agent Employee ID (DO NOT Include the "u")*


  1. Agent Voyager Login Name (wmnxxxxxxx)*


  1. Chat Date (Strictly use the MM/DD/YYY format)*


  1. AHT (Use seconds)*


  1. Chat ID (36 characters including dash)*


  1. Itinerary Number
    (Use NA if no Reservation)*


  1. Travel Stage*
    Pre-Travel
    Pre-Travel (Imminent, w/in 72 hours)
    In-Travel
    Post-Travel (Completed)
    Unknown (Cancelled Travel)


  1. Penalty Stage*
    Refundable
    Non-Refundable
    Partially Refundable
    Non-Refundable with Credit
    Unknown


  1. Product (Specific concern of the customer)*
    Flight
    Package
    Car
    Activity
    Travel Insurance
    No Reservation


  1. Intent  *


  1. Sub Intent  *


  1. Brand*
    Expedia
    Travelocity
    Orbitz
    Cheap Tickets
    Hotels.com
    eBookers/Wotif/LastMinute
    EPS
    Others
    NA


  1. Concurrency
    (Number of Chats the agent is handling at the same time)*
    Single Concurrency
    Dual Concurrency


  1. Root Cause
    (Please Choose the most applicable root cause)*
    Agent Related
    Customer Related
    Policy/Process Related
    Supplier Related
    Tech Tools Related
    Other Agent Related


  1. Reason for Agent Related Failure
    -Choose the most applicable
    (PLEASE Choose "Not Agent Related" if it is not an Agent Related Failure)
      *


  1. Reason for Customer Related Failure
    -Choose the most applicable
    (PLEASE Choose "Not Customer Related" if it is not a Customer Related Failure)  *


  1. Reason for Policy/Process Related Failure
    -Choose the most applicable
    (PLEASE Choose "Not Policy/Process Related" if it is not a Policy/Process Related Failure)  *


  1. Reason for Supplier Related Failure
    -Choose the most applicable
    (PLEASE Choose "Not Supplier Related" if it is not an Supplier Related Failure)  *


  1. Reason for Technical Related Failure
    -Choose the most applicable
    (PLEASE Choose "Not Technical Related" if it is not a Technical Related Failure)  *


  1. Reason for Other Agent Related Failure
    -Choose the most applicable
    (PLEASE Choose "Not Other Agent Related" if it is not an Other Agent Related Failure)  *


  1. OTHERS
    -Kindly Describe the issue if there are no available selection above
    -Leave Blank if Selection is already given above


  1. Eureka Article or Agent Help Topic #
    - Key in the relevant topic #, for the most impactful agent opportunity
    - NA if Not Applicable*


  1. Verbatim of the Customer
    ***Put NA if customer has no Verbatim****


  1. Customer's Point of View:
    Based on the Verbatim of the customer, what category is the detractor*
    Agent Related
    Policy/Process Related
    Supplier Related
    Tech Tools Related
    Other Agent Related
    No Verbatim


  1. Chat Resolution Tagging
    (NA has been removed, based on the interaction, was the concern resolved or not?)*
    Resolved
    Unresolved
    Ghost Chat


  1. Chat Summary
    -Brief summary of the interaction between the customer and the agent*


  1. Recommendation
    -Please use this format:
    ***Customer Intent | Product Policy | Recommended Resolution | Opportunities of the Agent****





Ana Marie Sanchez