Customer Centricity

This survey is answered from your personal point of view. There are no right or wrong answers in this survey. All questions are scaled from 1 being the lowest and 5 being the highest.
Name: 


  1. Employee ID (Without U)


  1. How positive are you today?
    1 2 3 4 5


  1. Rate your patience when handling a difficult situation.
    1 2 3 4 5


  1. How calm are you when placed in a difficult conversation with a customer?
    1 2 3 4 5


  1. Rate your ability to focus and comprehend while listening to customer's situation.
    1 2 3 4 5


  1. How is your ability to empathize and sympathize when taking calls?
    1 2 3 4 5


  1. Rate your ability to express your thoughts to your customer.
    1 2 3 4 5


  1. How likely are you to handle your personal issues & emotions when taking calls?
    1 2 3 4 5


  1. How strongly do you believe in "Team before Self concept?"
    1 2 3 4 5


  1. What do you think the customer felt on this verbatim?

    "I got no help what so ever. I waited an hour on the phone to get connected and nothing. Once I got through my only option was to pay for another flight when Expedia itself canceled my flight."


  1. What do you think the customer felt on this verbatim?

    "I am disgusted with the service that I have received. This is now the second time that I have lost money on a mistake that Expedia has made with arrangements. I have used Expedia for years and this is the last time."


  1. What do you think the agent did wrong on this verbatim?

    "I had a hard time understanding the representative, the refund policy sucks. I have to pay $99 to use my ow money. Sucks."


  1. What do think the agent did to get a response like this from the customer?

    "I got wonderful help from Kate. But that was after Solomon was a completely dismissive to me on the chat app. So I reached out by phone call and Kate was phenomenal. Absolutely made sure I knew what was happening and understanding."


  1. What do think the agent did to get a response like this from the customer?

    "Jessie, the rep we spoke with to make the necessary change received was very helpful and we believe went out of her way to make Bill's reservation via HA 7 from LAS/HNL to accommodating to Bill's knee for which are very appreciative!"


  1. What do think the agent did to get a response like this from the customer?

    "We spent 50 minutes on the phone and the agent was working non stop trying her absolute best to help me in a very difficult situation. She was empathetic and hard working. Hope she gets a well deserved bonus!"





Ana Marie Sanchez