Agent & Support Engagement Survey
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A red asterisk (*) indicates required questions.

  1. How does Expedia Tools help you resolve customer concerns?*

            1 2 3 4 5      
      VAP Least Likely Most Likely  
      GDS Least Likely Most Likely  
      Soft Phone Least Likely Most Likely  
      Voyager Least Likely Most Likely  
      BSA Least Likely Most Likely  
      Farelogix Least Likely Most Likely  


  1. Which of the following best describes Agent Help Topic? (please rank accordingly, with 1 as the best and 10 as the least)*
        1 2 3 4 5 6 7 8 9 10
    Easy to read & understand  
    Ease of Navigation  
    Covers all types of customer's concerns  
    Consistency across several topics within HT (no conflicting information)  
    Information aligned with other sources such as Expedia website & vendor website  
    You only need 1 HT to resolve a call  
    Has additional features such as visuals, guides, decision tree to help facilitate understanding  
    Updated real-time, especially with regard to IRROPS and other World Events  
    Old articles can be retrieved for reference  
    Great Search Engine: Can easily search for articles according to keywords  


  1. Which policies are difficult to relay to our customers or are often met with rejections from our customers? (Please rank accordingly - with 1 as the most difficult and 10 as the least difficult)*
        1 2 3 4 5 6 7 8
    Non-Refundable Policy  
    Inside Penalty  
    Extenuating Policy  
    ASC Policy  
    VNA Policy  
    LCC Policy  
    Change of Plan Policy  
    Cancellation Policy  


  1. Which of the following allowed you to deal with our customers who have rejected Expedia policies? (Please rank accordingly)*
        1 2 3 4 5
    Objection handling is part of my training/nesting  
    There are a lot of HT that help me deal with customers like these  
    I have been coached and trained by my supervisor  
    I have learned by experience only  
    My support always assists me everytime I encounter these scenarios  


  1. Please rate how effective the following rewards & recognition programs were, in helping you perform better in the work that you do*

            1 2 3 4 5      
      Expedia Soaring New Heights Least Likely Most Likely  
      Go Green Incentive for OT Least Likely Most Likely  
      Monthly incentive by WNS Least Likely Most Likely  
      Booster incentives Least Likely Most Likely  
      Sodexo Least Likely Most Likely  
      Gold Call Rewards Least Likely Most Likely  


  1. What is your UID?*





Ana Marie Sanchez