NPS Scrubbing
Name: 


A red asterisk (*) indicates required questions.

  1. Evaluator*


  1. Chat ID*


  1. Chat/Call Date (Format: MM/DD/YYYY)*


  1. Agent Name (Last Name, First Name)*


  1. POS  *


  1. Language  *


  1. Product Service
      *


  1. Intent
      *


  1. NPS Scale  *


  1. Agent was professional and courteous during the entire course of the conversation.*
    Yes
    No


  1. Agent provided timely, specific and appropriate empathy statement about customer's concerns.*
    Yes
    No


  1. Agent has shown effective probing and communicated clearly and concisely and sets Traveler Expectations*
    Yes
    No


  1. The agent paraphrased the information in order to confirm or validate the information provided by the passenger*
    Yes
    No


  1. Agent has used applicable canned response/verbiage prescribed by Client*
    Yes
    No


  1. Agent has used appropriate sentence construction that includes grammar, punctuations, capitalization, spelling and avoided any use of jargon.*
    Yes
    No


  1. Agent has processed transaction accurately.*
    Yes
    No


  1. Agent has provided accurate and complete information throughout the Interaction.*
    Yes
    No


  1. Agent demonstrated knowledge and proficiency of Expedia Systems and Brand Tools such as utilizing information in the tools (VA/ scripts, etc.) to efficiently assist the traveler.*
    Yes
    No


  1. The agent communicated all relevant disclosures such as fare rules, vendor’s restrictions, and associated fees.*
    Yes
    No


  1. Agent provided the appropriate resolution that would be most effective for the traveler.*
    Yes
    No


  1. Agent promotes the SSO option to the customer.*
    Yes
    No


  1. The agent was able to anticipate any other traveler needs by reviewing all customer's other bookings information and account.*
    Yes
    No


  1. Did the customer encountered any challenges/issues when utilizing Expedia Tools [Website, VA, etc]*
    Yes
    No


  1. If Yes in Question 23, please specify which tool was used by the customer*


  1. Reason for giving Promoter or Detractor score based on customer's feedback 


  1. If you select Others in Question 25, please specify the reason for Promoter or Detractor:*


  1. What could have been done by the agent to provide better customer experience?*





Ana Marie Sanchez