NPS Ops Scrubbing Form 2025


A red asterisk (*) indicates required questions.

  1. Scrubber's name*


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


  1. Supervisor's Name
    Chesther Gutierrez
    Angel Claire Fuentes
    John Mar Galang Santos
    Wilmer Vergara
    Fritzerald Besinio
    Ann Jillian Patawaran
    Darwin Dimaguila
    Arian Belinario
    Jossie Baring
    Katrina Montilla
    Joshua Ruiz Salunga
    Rogeriz Castillo
    Mark Jelo Rivera
    Jennelyn Bautista
    Karen Go
    Others


  1. Call Date (e.g 04/08/2025)*


  1. Conversation ID*


  1. Itinerary *


  1. Handle Time*


  1. Partner Name*
    AARP
    Delta Stays and Cars
    United Hotels
    Hawaiian Airlines


  1. Product*
    Hotel
    Car
    Flight
    Insurance
    Package - Hotel needed
    Other
    Ghost Call


  1. Intent*
    Billing and Refunds
    Cancel
    Change
    Reconfirm
    Complaints
    New Booking
    Missing Reservation
    Name Correction/Change
    Account Information
    Rewards
    Special Service Request
    Email Settings
    General Questions
    Escalation Request
    Voucher Questions
    Others
    Ghost Call


  1. Sub-Intent*
    Duplicate Charges
    Pending Authorization Removal
    Pending Refunds
    Request for refund
    Requesting to research a charge
    ASC affected
    Extenuating
    Change of Plans
    Customer Error
    Website Content
    Vendor Complaint
    Create Booking - Assistance with new booking
    Create Booking - Failed Self Serve - Website
    Loyalty/Account - Loyalty privileges
    Site Error
    IRROPS
    Flexibility
    Others


  1. Penalty Stage*
    Inside Penalty, Non-refundable
    Inside Penalty, Refundable
    Outside Penalty, Refundable
    NA/Abrupt/Ghost Call


  1. Brief Call Summary*


  1. Detractor Reason*
    Agent Related
    Policy/Process/Supplier Related
    Customer Related
    Tech/Tools Related
    Others


  1. Agent Related - L2*
    Communication - Comprehension
    Communication - Lack of Probing question
    Communication - Failed to Understand the Customer's Needs
    Communication - Did not listen actively
    Communication - Difficulty in communicating the resolution or steps required for the customer
    Handling - Lack of Research
    Handling - Lack of Rebuttal Statements
    Handling - Agent No Response
    Handling - Excessive silence
    Handling - Did not keep customer informed (Long Hold/Mute)
    Handling – Delivery of information
    Handling – Lack of confidence
    Ownership - Call Back not executed
    Ownership - Initiated disconnection
    Ownership - Referring customer to supplier
    Ownership - Agent sounded unhelpful, not interested and urgent to end the call
    Ownership - Agent did not offer strong recommendation
    Ownership - Alternative options not provided
    Behaviour - Rudeness/Sarcasm
    Product Knowledge_Performed incorrect process
    Product Knowledge_Performed incomplete process
    Product Knowledge_Incorrect information provided
    Product Knowledge_Incomplete information provided
    Did not provide SSO
    Communication - Unclear Explanation
    Communication - Different understanding on customer's concern
    Handling – Lack of Urgency
    Others
    NA- Not Agent Related


  1. Process, Vendor, Supplier Related - L2*
    Followed up for a request within SLA
    Agent Help advised customer to call back
    No action taken from endorsed case to offline team
    Was instructed to contact customer service again
    Vendor denied the waiver
    Vendor approver not available
    Changes not permitted per policy
    Pushed back by VRBO team
    No assistance from Vendor / Referred back to Expedia
    Incomplete Runway reference
    Lack of Runway reference
    Internal Transfer (GDS team)
    Transfer to Reservation Services
    Health and Safety/ Cleanliness
    Supplier Initiated Change/Cancel without Customer Approval
    Refund Timeframe
    Tool Limitations
    Refer to Vendor
    Blaming Expedia
    Property Did Not Honor Reservation
    Missing Reservation
    Content Issue
    Rate Refused by Hotel
    Amenity Unavailable
    Rude Staff
    Skymiles Timeframe
    Limitation of Self Service on Vendor/Property's website
    Others
    NA – Not Process,Vendor,Supplier Related


  1. Customer related - L2*
    Uncontrollable - Experience from the previous contact
    Guest Issue - Change Date by the customer
    Guest Issue - Change number of Guest/s
    Guest Issue - Booking Error from Customer
    Customer stopped responding/Drop Call
    Failed to pass security verification
    Did not have enough funds to complete booking
    Customer/Partner in a hurry
    Customer/Partner pushed back by the Vendor
    Guest Issue - Guest Disagrees with Resolution
    Guest Issue - Special Service Request (SSR) Not Available
    Guest Issue - No Call No Show
    Guest Issue - Did not follow Check-in instructions
    Uncontrollable - Detractor Survey to the different agent
    Uncontrollable - Detractor Survey to the property
    Uncontrollable - MQD ineligibility
    Uncontrollable - Reason for non-promoter was not observed on the call
    NA - Not Customer Related


  1. Tech/Tool related- L2*
    Ghost call
    No Call recording available
    Poor phone connection
    Dropped Calls
    System Outage
    Misrouted calls
    Email Confirmation Not Delivered
    Call Drops during/while transferring
    New Booking - Website error
    Website Issue
    NA – Not Tech/Tools Related


  1. NPS
    Detractor
    Pasive


  1. NPS Scale*


  1. NPS -Verbatim*


  1. Issue Resolved?
    Yes
    No


  1. Summary of identified Opportunity (Agent/Process)


  1. What is the agent article missed on this interaction? (Please indicate the LID)


  1. Agent's touch point - Is this a repeat Non-promoter survey for the agent?


  1. How many touches before our agent assisted the customer?





Angel Claire Fuentes