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 that is 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. Survey questions: http://expediainc.az1.qualtrics.com/SE/?SID=SV_0DucpPhe4Dp1rNP

RESPONSE BY BRAND

1687 out of 2085

90 80
PERCENT RESPONSE

70 60 50 40 30 20 10 0
APRIL JUNE SEPTEMBER DECEMBER

649 out of 850

309 out of 400

100

EXPEDIA HOTELS

EAN

FEBRUARY

2014
responses

1998
responses

2175
responses

2272
responses

2645
responses

3335
Total Recipients

FEBRUARY

2645
Responses

44%
SALES

56%
SERVICE

CHANGES TO THE FEBRUARY SURVEY

Unlike previous surveys, questions in the February survey that measured agents satisfaction did have not have a NEUTRAL option. Agents were forced to select from Very Dissatisfied, Dissatisfied, Satisfied, and Very Satisfied. The spikes in agent satisfaction by brand and by role were a result of not having the neutral option.

Going forward, the NEUTRAL option will not be used. This will allow us to collected more accurate information, and truly drill down on agents painpoints.

OVERALL PRODUCT SATISFACTION

90 80
PERCENT RESPONSE

83.4

70 60 50

66

68.8

40
30 20 10

0
Voyager Lodging Voyager Flights Agent Communicator

DISSATISFACTION DRIVERS LODGING

Top 2 Reasons for Dissatisfaction Latency, Freezes and crashes
2000
1800 1600 1400 NUMBER OF RESPONSES 1200 1000 800 600 400 200

Severity Least

Most 768 233 310

Functionality freezes a lot.

203
Missing functionality

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

143
Other

157
I don't trust content or information

OVERALL SATISFACTION BY BRAND

80 70
PERCENT SATISFACTION

The neutral option was removed from Februarys survey

74.5

60
53.2 54.6 47.1 43.6 45.6 40.8 43.3 35.8 33.6 46.2 57

EXPEDIA

53

HOTELS

50
40 30 20

46.2

EAN

29

APRIL

JUNE

SEPTEMBER

DECEMBER

FEBRUARY

SALES SATISFACTION
Top Reasons for Dissatisfaction Latency & Freezes and crashes

80 70
PERCENT SATISFACTION 65.6 60.8

The neutral option was removed from Februarys survey

71.35 63.04

60
59.5 52.5 47.1 45.4 45.6 42.7 32.2 35.7 42.2 34.7 49.6

EXPEDIA HOTELS

50 40 30 20 APRIL JUNE

EAN

SEPTEMBER

DECEMBER

FEBRUARY

SERVICE SATISFACTION
Top Reasons for Dissatisfaction Latency & Freezes and crashes
80 70
PERCENT SATISFACTION The neutral option was removed from Februarys survey

70.2

60 50
43.5 43.5 39.9 41.7 34.3 34.3 33.6 33.3 29.7

EXPEDIA 57.5 52.4 46.2 41.8 44.3 HOTELS EAN

40 30 20

APRIL

JUNE

SEPTEMBER

DECEMBER

FEBRUARY

EXPEDIA SALES
Percent Satisfaction
80 70 60 50 40 30 March June September December February
The neutral option was removed from Februarys survey

Percent Dissatisfaction
March Easy to Learn Fast & Responsive Guides me intelligently Adds to my Confidence 7.46 32 8.72 June 6.73 22.26 7.28 September 13.54 40.06 12.02 December 4.89 34.5 6.85 10.7 February 4.27 47.06 10.76 12.82

EXPEDIA SERVICE
Percent Satisfaction
75 70 65 60 55 50 45 40 35 30 March June September
The neutral option was removed from Februarys survey

December

February

Percent Dissatisfaction
March Easy to Learn Fast & Responsive Guides me intelligently Adds to my Confidence 28.67 34.3 15.32 June 12.33 39.33 15.04 September 11.78 37.54 15.53 December 4.47 28.7 11.8 11.6 February 8.49 52.36 16.43 20.91

HOTELS SALES
Percent Satisfaction
80 70 60 50 40 30 March June September December February
The neutral option was removed from Februarys survey

Percent Dissatisfaction
March Easy to Learn Fast & Responsive Guides me intelligently Adds to my Confidence 9.45 34.47 9.48 June 9.72 38.75 10.12 September 9.81 36.77 7.73 December 2.2 39.8 16.2 17.7 February 6.9 57 18.7 23

HOTELS SERVICE
Percent Satisfaction
55 50 45 40 35 30 March June September December February
The neutral option was removed from Februarys survey

Percent Dissatisfaction
March Easy to Learn Fast & Responsive Guides me intelligently Adds to my Confidence 17.96 34.18 24.79 16.73 June 18.58 54.25 25.74 21.83 September 10.33 43.49 38.33 15.23 December 12.69 64.45 22.18 32.69 February 9.23 66.45 24.51 27.22

EAN SALES & SERVICE

45 40
PERCENT RESPONSE

35 30 25 20 15 10 5 0
EAN SALES EAN SERVICE SATISFIED NEUTRAL DISSATISFIED

* This is new data that was unavailable in the previous months surveys

EAN SALES & SERVICE*

EAN SALES

44% agents disagreed that Voyager is fast and responsive

EAN SERVICE 50% agents disagreed that Voyager is fast and responsive 22% agents disagreed the Voyager provides accurate information

* This is new data that was unavailable in the previous months surveys

INACCURACIES IN VOYAGER
Inconsistent pricing and inaccurate amenity information are the leading inaccuracies in Voyager Lodging
70%

60%

50%

40%

30%

20%

10%

0%

Property contact info

Property amentiy info

Customer see different prices

Admin tools have different prices

Admin tools have different cancel policies

Other

OVERALL FUNCTIONALITY SATISFACTION

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Lodging: shop and Package: Shop and Customer & Itinerary: Search Payments: Collect Case book, cancel, or book a flight + Loyalty: Search for and view an payment details Management: change a hotel hotel package and edit customer itinerary and process Create s-cases via reservation profile attributes, payments for new Autodoc and to view loyalty bookings and view case history statements, or modifications to in Voyager. redeem loyalty existing bookings

Very Dissatisfied Dissatisfied Satisfied

Very Satisfied

DISSATISFACTION LODGING FEATURE

Slow functionality and freezing are the top reasons for dissatisfaction in Lodging
35%

30%

PERCENT RESPONSE

25%

20%

15%

10%

5%

0%

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

Missing functionality

Other

I don't trust content or information

Functionality freezes a lot.

DISSATISFACTION CUSTOMER & LOYALTY

Slow functionality and freezing are the top reasons for dissatisfaction in Customer and Loyalty
80% 70% 60% 50% 40% 30% 20% 10% 0%

Functionality is slow

Functionality doesn't work. Frequent error messages

Missing functionality

I don't trust content or information

Other

DISSATISFACTION ITINERARY
Slow functionality and freezing are the top reasons for dissatisfaction in Itinerary
80% 70% PERCENT RESPONSE 60% 50% 40% 30% 20% 10% 0%

Functionality is slow

Functionality doesn't work. Frequent error messages

Missing functionality

I don't trust content or information

Other

DISSATISFACTION PAYMENTS
Slow functionality and freezing are the top reasons for dissatisfaction in Payments
80% 70% 60% PERCENT RESPONSE 50%

40%
30% 20% 10% 0%

Functionality is slow

Functionality doesn't work. Frequent error messages

Missing functionality

I don't trust content or information

Other

DISSATISFACTION CASE MANAGEMENT

Slow functionality and freezing are the top reasons for dissatisfaction in Case Management
80% 70% PERCENT RESPONSE 60% 50% 40% 30% 20% 10% 0%

Functionality is slow

Functionality doesn't work. Frequent error messages

Missing functionality

I don't trust content or information

Other

COMMENTS

COMMENTS

Its just that the voyager is quite slow in providing us the correct information. and sometimes it causes the customers to hang up because of the long waiting.

Frequent error messages/ not all credit cards are accepted, there's no park and fly filter

It always hangs up and loading is so slow for some processes. Also, the rates in Voyager are higher than in Admin Tools which makes the customers irate.

COMMENTS

Voyager Lodging is really slow when it comes to the credit card information and finding availabilities. Sometimes, though it states there is an availability, it won't push through to cart the room.

It gives inconsistent content. Different info from the Hotel Website and from our system, Most of the time you need to call the hotel directly to confirm if everything is correct or not. I don't trust the voyager information a lot, thats why I do call the hotel directly most of the time.

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. ACTION PLAN Send raw data to product owners Maintain a list of top UX painpoints with product owners. Drive UX improvements Make sure agents are aware that Admin Tools isnt being updated through SD Send a follow up satisfaction survey to Packages Pilot Agents.