THE AGENT SATISFACTION SURVEY

This survey is part of an ongoing effort by the UX team to keep a pulse on our agents, their painpoints, and their frustrations.

Data collected by this survey gives us invaluable information into the opportunities of improvement that exist within our product. We can see firsthand from the agents perspective what needs to be added, improved, or removed.

This data is not meant to be used independently of other quantitative data sets that are acquired through Splunk, performance reports, and other logistical and operational means.

The goal is to take information we receive first hand from our agents, and share it with all the stakeholders so that they can prioritize what aspects of the product they want to impact, and create strategies to do so.

RESPONSE BY BRAND

EXPEDIA

HOTELS

EAN

PER

CEN

T R

ES

PO

NS

E

2175responses

2272responses

2645responses

SEPTEMBER DECEMBER FEBRUARY MARCH APRIL MAY JUNE JULY OCTOBER0

10

20

30

40

50

60

70

80

90

100

2939responses

2858responses

3090responses

3175responses

3057responses

2832responses

JULY

2832Responses

41%SALES

50%SERVICE

The remaining 9% were split up between Supervisors (5%), Elite Support (3%), and Email Support (1%)

OVERALL PRODUCT SATISFACTION

76.9%of our agents are either satisfied, or very satisfied with all the agent tools.

Q: Overall how satisfied are you will all the agent tools at your disposal?

SATISFACTION TREND ACROSS ALL AGENT TOOLSPER

CEN

T S

ATIS

FAC

TIO

N

MARCH APRIL MAY JUNE JULY OCTOBER0

10

20

30

40

50

60

70

80

90

67.1 72.8 75.1 69 73.6

72.7

6.1

6.95.2

8.3 5.2 4.2

Satisfaction continues to be over 70% across all Agent Tools. However, ‘Very Satisfied’ agents are consistently under 10% and we can improve it.

SATISFIED

VERY SATISFIED

73.2 79.7 80.3 77.3Overall

Satisfaction 78.6 76.9

PRODUCT SATISFACTION – BY TOOL

Voyager Core Voyager Flights Agent Communicator Eureka0

10

20

30

40

50

60

70

80

90

74.24 73.14

79.73

85.47

PER

CEN

T R

ES

PO

NS

E

(Flight + Hotel)

DISSATISFACTION DRIVERS – LODGINGPER

CEN

T R

ES

PO

NS

ES

Q: Why are you dissatisfied with Voyager Lodging

Slow functionality and frequent errors are the top ranked reasons for dissatisfaction

Functionality is slow. Functionality doesn't work. Frequent error

messages

Functionality freezes a lot.

Missing functionality I don't trust content or information

Other0%

10%

20%

30%

40%

50%

60%

70%66%

41%

26%23% 23%

17%

OVERALL SATISFACTION BY BRAND

DECEMBER FEBRUARY MARCH APRIL MAY JUNE JULY OCTOBER20

30

40

50

60

70

80

90

46.2

74.5

67.3

74.78

79.23

78.93 78.8577.35

45.6

5758.89

78.25

68.93

73.74 76.91

73.43

33.6

53

59.95

74.09

65.68

73.98

83.06 79.82

EXPEDIA

HOTELS

EAN

PER

CEN

T S

ATIS

FAC

TIO

N

The neutral option was removed from February’s survey

SALES SATISFACTION

DECEMBER FEBRUARY MARCH APRIL MAY JUNE JULY OCTOBER20

30

40

50

60

70

80

90

100

42.2

71.35

82.55 79.83 81.3384.3

82.64

83.31

49.6

63.04

69.32

83.2

74

79.26

87.5

78.48

34.7

45.6 50.63

74.72

67.7465

74.22

82.91

EXPEDIA

HOTELS

EAN

PER

CEN

T S

ATIS

FAC

TIO

N

The neutral option was removed from February’s survey

Top Reasons for DissatisfactionLatency & Freezes and Crashes

SERVICE SATISFACTION

DECEMBER FEBRUARY MARCH APRIL MAY JUNE JULY OCTOBER20

30

40

50

60

70

80

90

44.3

70.2

54.5

72.57

78.91

75.56 75.82

73.32

41.8

52.4

42.15

75.36

63.67

69.01

72.13

71.34

29.7

57.5

50.63

71.53

62.61

70.0176.54

71.93

EXPEDIA

HOTELS

EAN

PER

CEN

T S

ATIS

FAC

TIO

N

The neutral option was removed from February’s survey

Top Reasons for DissatisfactionLatency & Freezes and Crashes

OVERALL FUNCTIONALITY SATISFACTION

0%

20%

40%

60%

80%

100%

1.1% 1.1% 1.3% 1.0% 1.1% 2.0%

7.3% 8.8% 9.5% 8.3% 7.0%10.7%

79.9% 79.9% 77.6%73.4% 76.5%

71.7%

11.7% 10.3% 11.7%17.3% 15.5% 15.6%

Very DissatisfiedDissatisfiedSatisfiedVery Satisfied

Q: Overall how satisfied are you with the following functionality?

0%

20%

40%

60%

80%66%

41%

23%17%

23%

65%

33%

12%16%

12%

65%

35%

17%19%12%

66%

36%

12%14%11%

65%

35%

12%16%

9%

64%

6%12%

17%

8%

LODGING PACKAGES ITINERARY PAYMENTS CASE MGMT

Functionality is slowFrequent ErrorsMissing functionalityOther

I don’t trust the content

Q: Why are you dissatisfied with Lodging/Packages/Itinerary/Payments/Case Management?

Admin Tools vs. VoyagerQ: When you use admin tools instead of Voyager for Hotels and Packages, what is the main reason?• Voyager is slow

• Voyager prompts us to use admin tool

• Admin Tools is more reliable/accurate

• Can’t pull up the itinerary in Voyager

• To look up the purchase and billing history

• Price protection plan is cheaper in admin tools

• Can’t modify an in-stay booking

• All accounts matching the email are displayed – no need to open all guest accounts in VL.

COMMENTS - PAINPOINTS

JULYWORD GRAPH

COMMENTS – PAINPOINTS (JULY 2014)

OCTWORD GRAPH

COMMENTS - POSITIVE

COMMON THEMES

• System latency

• Inconsistent rates (with brand) and inaccurate information

• Some itineraries can’t be retrieved by Voyager

• Unexpected errors and freezes

• Cancelling post or in stay bookings

NEGATIVE COMMENTS

• “Amenities not accurate or saying 2 different things in the property information”

• “Slow response time.”

• “Needing to cancel and rebook when making changes on reservations; e.g. changing room type. Happens rarely but the cancellation makes it inconvenient for the customer, especially when the amount they have paid is over $1000.”

• “Some of the information about the hotel is not showing in voyager lodging still need to go to admin tools to check for other information.”

POSITIVE COMMENTS

• “That I can compare hotels by prices, star ratings and amenities.”

• “I think one of the best features is the icons that are viewable for quick reference, specifically the amenities parts.”

• “It serves as a guide how to follow the guest connect process..”

• “Being able to search by more than just the itinerary number has helped a lot. Also when the source code is changed automatically. ”

• “When the details are accurate, it works great.”

SUMMARY & ACTION PLAN

SUMMARY

Latency continues to be the number one painpoint for agents across the board.Inaccurate information and frequent freezes and crashes are also a source of consistent frustration. We are also looking at their reasons why they go to LAT and following up on them.ACTION PLAN

• Send raw data to product owners• Iterate on UX list of top pain points with product owners. Drive UX improvements• Follow up and get more data on their reasons for going to LAT e.g. we are getting

more data through the next survey on what fields are important to the users in Purchase and Billing History form in admin tools.