NPS Scrubbing Non EN - (copy)
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Name ( MLR format ) *


  1. Agent voyager log in*


  1. Agent People ID*


  1. Call date / time serviced*


  1. Conversation ID*


  1. Itinerary Number*


  1. Brand*
    Expedia
    Travelocity
    Orbitz
    Hotels.com
    Hotwire
    Wotif
    EBookers
    Others


  1. Intent*
    Exchange / Change
    Cancel
    Reconfirm
    Billings and Refunds
    Complaint
    Create Booking
    Name Change
    Insurance
    Special Service Request
    Missing Reservation
    Coupons And Promotions
    Best Price Guarantee
    Information
    Rewards Earn/Redeem
    Email Settings
    General Questions
    Password and sign on
    Account Maintenance
    Voucher Questions
    Others


  1. Chat Summary ( Be specific ) *


  1. Process Completed*
    Yes
    No


  1. Script Utilization*
    Yes
    No


  1. Add collect - Missing / Incorrect*
    Missing segment/s upon reprice
    Penalty miscalculation
    Penalty not collected
    Fare difference miscalculation
    Fare difference not collected
    NA


  1. Booking Errors
    *
    Cabin downgrade
    Incorrect airport
    Incorrect date/s
    NA


  1. Policy Related
    *
    Exchanged non-exchangeable
    Invalid/missing waivers
    Incorrect FTC/MCO redemption
    Missing fare elements (FE/FM/FT)
    Refund not processed
    Refunded non-refundable
    Validity error/expired ticket
    Incorrect issuance of FTC/MCO
    Incorrectly voided Bargain Fares
    NA


  1. Processing Driven*
    Exchange not completed
    Incorrect/Missing FOP details
    Poor documentation
    Void/Cancellation not completed
    Incorrect pricing used
    Incorrect refund amount
    NA


  1. Queue Placement/Removal
    *
    Non-placement to queue
    Incorrect queue placement
    NA


  1. Complexity*
    FTC
    ASC
    Regular Flight Call
    Non-Flight Call


  1. If Exchange, Exchange Type*
    Full Exchange
    Partial Exchange
    Non Exchange Call


  1. Ticket Type*
    Roundtrip
    One way
    Combined One Way
    NA


  1. Number of Passengers / Guests*


  1. Penalty Stage*
    Outside Penalty
    Inside Penalty
    Partial Penalty
    NA


  1. Booking Stage*
    Refundable
    Non Refundable
    Booked within penalty window
    NA


  1. Inventory Type*
    ESR
    Unpublished
    Hotel Collect
    3PI
    Homeaway
    Split Rate
    NA


  1. Level 1*
    Agent Failure
    Non Agent Failure


  1. IF Agent Failure ( Select only if Agent Failure ) *
    Call_Avoidance
    Customer_Care
    Delivery
    Efficiency
    Establishing_Need
    Language
    Financials
    NA


  1. If Non Agent Failure ( Select Only if Non Agent Failure ) *
    Technical
    Supplier
    Customer_Error
    Process
    NA


  1. If Agent Failure Call_Avoidance*
    Avoided supporting the call by offering a supervisor or leaving hints for supervisor assistance
    Did not perform callback procedures
    Refusal to escalate
    Refusal to take over a call - directed to another Expedia department
    Refusal to take over a call - directed to vendor
    Refusal to take over a call - offering or advising to callback
    Unneccessary hold
    Other ( Please Specify)


  1. If Agent Failure Call_Avoidance ( Others ) Please specify below


  1. If Agent Failure Customer Care*
    Did not addresses the customer, affiliate, or supplier as is culturally appropriate and/or mandated by policy (e.g. Mr, Mrs, etc.)
    Did not establisher's caller's name
    Did not engage with the customer, supplier or affiliate in a professional manner
    Negative or slanderous comments which would risk bringing an Expedia Inc. brand, affiliate or product into disrepute
    Not attentive or responsive to customer
    Rudeness or inappropriate comments
    Sounded unhelpful or did not use positive language to portray a willingness to work with the customer
    Using offensive language. Pursuing a conversation or making comments regarding race, ethnicity, gender, religion, age, disability, sexual orientation or lifestyle
    Yelling, screaming, rudeness, sarcasm, or consistently interrupting the customer, affiliate, or supplier
    NA


  1. If Agent Failure Delivery*
    Did not communicate in a manner that is logically organized, succinct and to the point
    Did not tailor the content of speech to the knowledge and experience of the customer, affiliate, or supplier as appropriate (avoiding industry jargon, slang, etc. where it would be applicable)
    Failed to rephrase or restate an explanation when needed
    Hesitant/tentative language
    Provided an explanation that places blame or that hides behind vendors/Expedia policy
    NA


  1. If Agent Failure Efficiency*
    Did not follow hold procedure
    Did not identify opportunities to professionally build rapport, educate, explain trouble-shooting, self-service or next steps without impacting overall accuracy and efficiency in achieving call resolution
    NA


  1. If Agent Failure Establishing Need*
    Asking the customer to repeat or restate previously provided information
    Did not ask targeted, effective questions to understand the stated reason for the call, the customer’s travel product preferences, or other needs identified during the call
    Did not assess the urgency of the customer, supplier or affiliate’s situation (e.g. time constraints, trip stage, market conditions) and tailor approach accordingly
    Did not express empathy or appropriate responses as needed
    Did not take ownership of the overall Expedia experience
    NA


  1. If Agent Failure Language*
    Accent perceived as a communication barrier
    Grammar, verb tenses, and choice of words caused readily observed language barriers with the customer
    Speaking inaudibly - did not speak with appropriate pitch, inflection and volume
    Speaking too fast
    Speaking too slow
    NA


  1. If Agent Failure Financials*
    Processed coupon outside of policy
    Processed credit outside of policy
    Processed refund outside of policy
    NA


  1. If Non Agent Failure Technical*
    Agent Tool Issue - Transfer not working
    Call Disconnect
    VA - Cancelled by Error
    Website Issue - Date switched
    Website Issue - Incorrect cancellation/change policy
    Website Issue - Information not updated
    NA


  1. If Non Agent Failure Customer_Errors
    *
    Customer Error - BPG Submitted Incorrectly
    Customer Error - Did Not Review T&C’s
    Customer Error - Duplicate Booking
    Customer Error - Incorrect Booking
    Customer Error - Expired Coupon
    NA


  1. If Non Agent Failure Supplier
    *
    Approver not available
    Denied for receipt
    Double charge (Prepaid reservation)
    Incomplete refund
    Missing amenity
    Net rate reveal
    Pending refund
    Property charged deposit
    Property charged full instead of deposit
    Property closed
    Property could not charge EVC
    Property could not find the reservation
    Property denied waiver (Complaint)
    Property denied waiver (ECR)
    Property not contactable
    Property was oversold
    Pushed back for refund (Pay Later Reservation)
    NA


  1. If Non Agent Failure Process*
    3PI booking reconfirmation - Booked within 72 hours
    3PI inside penalty reservation - Cannot call property
    BPG link not working
    Cannot call property - Outside business hours
    Change form of payment
    COVID coupon - No refund allowed
    COVID coupon - Unable to change NR reservation
    Did not receive password reset link
    Do Not Contact Property
    Email confirmation not received
    Insurance - Redirect to vendor
    IVR - Long wait time
    No availability for date change
    No coupon received
    Promo code not working
    Reduce Night - Unable to honor original price
    Refund timeframe (Customer expecting immediate refund)
    Reward Night - Unable to redeem on existing reservation
    Service Request - 10 business days SLA
    Tool Outages – Downscript
    Transaction Processing flagged account
    Unable to reduce night - No availability/error
    Unable to refund - Property denied refund
    Unable to re-isssue GW coupon - NR reservation
    Unable to send confirmation to different email address
    Voyager error processing change/cancellation - Outside penalty reservation
    Voyager shows penalty - Outside penalty reservation
    VRBO - Transfer to different Team
    Website not showing modified reservation
    Website self service not working - Booking/Change/Cancel
    NA


  1. Was the Waiver Approved?
    *
    Yes
    No
    NA


  1. Was the call transferred?
    *
    Yes
    No
    NA


  1. Was an SR created?
    *
    Yes
    No
    NA


  1. Impacted by Weather event?
    *
    Yes
    No
    NA


  1. Impacted by IVR Wait Time
    *
    Yes
    No
    NA


  1. RCA (What caused the DSAT/Detractor?)*


  1. What is the Reason for Promoter/Detractor Score based on Customer Verbatim*


  1. Is issue resolved according to Process?*
    Yes
    No
    NA


  1. Is issue resolved according to customer perception?*
    Yes
    No
    NA


  1. What could have been done better to mitigate detractor/DSAT?*


  1. POS*
    Belgium
    Brazil
    Canada
    Denmark
    Finland
    France
    Germany
    Hong Kong
    Italy
    Japan
    Korea
    Mexico
    Netherlands
    Norway
    Portugal
    Sweden
    Spain
    Switzerland
    Taiwan
    Thailand
    Turkey
    US
    Australia
    China


  1. Language*
    Japanese
    Danish
    Dutch
    French
    Germany
    Italian
    Korean
    Portuguese
    Spanish
    Swedish
    Turkish
    Chinese
    Finish
    Norweigian


  1. Affected by Machine Translation*
    Yes
    No


  1. NPS Score*
     
      1 2 3 4 5 6 7 8  
    0  8


  1. Verbatim ( Translated to English ) *





Ana Marie Sanchez