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

100
90

PERCENT RESPONSE

80
70

EXPEDIA

60

HOTELS

50

EAN

40
30
20
10
0
SEPTEMBER DECEMBER

FEBRUARY

2175
responses

2645
responses

2272
responses

MARCH

APRIL

MAY

JUNE

JULY

OCTOBER

2939
responses

2858
responses

3090
responses

3175
responses

3057
responses

2832
responses

JULY

2832
Responses

41%

50%

SALES

SERVICE

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

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

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

SATISFACTION TREND ACROSS ALL AGENT TOOLS

Satisfaction continues to be over 70% across all Agent Tools.
However,
Very Satisfied agents are consistently under 10% and we can
improve it.
90
80

PERCENT SATISFACTION

70

6.1

6.9

5.2

8.3

5.2

4.2

60

VERY SATISFIED

50

SATISFIED

40
30

67.1

72.8

75.1

APRIL

MAY

79.7

80.3

73.6

72.7

JUNE

JULY

OCTOBER

77.3

78.6

69

20
10
0
MARCH

Overall
Satisfaction

73.2

76.9

PRODUCT SATISFACTION BY
TOOL
90
80

85.47
79.73
74.24

73.14

Voyager Core

Voyager Flights

PERCENT RESPONSE

70
60
50
40
30
20
10
0

(Flight +
Hotel)

Agent Communicator

Eureka

DISSATISFACTION DRIVERS LODGING

Q: Why are you dissatisfied with Voyager Lodging
70%

66%

60%
50%
41%

PERCENT RESPONSES

40%
30%
20%

26%

23%

23%
17%

10%
0%

Slow functionality and frequent errors are the top ranked reasons for

OVERALL SATISFACTION BY
BRAND
The
The neutral
neutral option
option
was removed
was
removed from
from
Februarys
Februarys survey
survey

90

PERCENT SATISFACTION

80

74.5

70

57
53

60

83.06
79.82
78.85
78.25 79.23
76.91
78.93
74.78
77.35
73.74
74.09
67.3
73.43
65.68 73.98
68.93
59.95
58.89

40
33.6

30

20
FEBRUARY

HOTELS
EAN

50
46.2
45.6

DECEMBER

EXPEDIA

MARCH

APRIL

MAY

JUNE

JULY

OCTOBER

SALES SATISFACTION
Top Reasons for Dissatisfaction
Latency & Freezes and Crashes
The
The neutral
neutral option
option
was removed
was
removed from
from
Februarys
Februarys survey
survey

100

PERCENT SATISFACTION

90

82.55

80

83.2
79.83

71.35

70

69.32

74.72

63.04

87.5
81.33

84.3
79.26

74.22

74
67.74

82.64

83.31
82.91
78.48

65

HOTELS

60

49.6
50
42.2

50.63

EAN

45.6

40
34.7

30
20
DECEMBER

FEBRUARY

MARCH

EXPEDIA

APRIL

MAY

JUNE

JULY

OCTOBER

SERVICE SATISFACTION
Top Reasons for Dissatisfaction
Latency & Freezes and Crashes
The
The neutral
neutral option
option
was removed
was
removed from
from
Februarys
Februarys survey
survey

90

80

PERCENT SATISFACTION

70

60

50

75.36
72.57

70.2

78.91
75.56

71.53

70.01
69.01

75.82
72.13
76.54

71.93
73.32
71.34

63.67
62.61

52.4
57.5

44.3
41.8

54.5
50.63

EXPEDIA

42.15

EAN

HOTELS

40

29.7
30

20
DECEMBER

FEBRUARY

MARCH

APRIL

MAY

JUNE

JULY

OCTOBER

OVERALL FUNCTIONALITY
SATISFACTION
Q: Overall how satisfied are you with the following functionality?
100%
79.9%

80%

79.9%

77.6%

76.5%

73.4%

71.7%

60%
40%
20%
0%

7.3%11.7%
1.1%

10.3% 9.5%11.7%
8.8%
1.1%

17.3%

8.3%

15.5% 10.7%
7.0%
2.0%

15.6%

Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied

1.1%

1.0%

1.3%

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

Management?
80%

65%

65%

66%

65%

64%

60%
40%
20%

41%

36%
35%
35%
33%
23%23%
19%
17%
16%
16%
12%
12%
12% 12%11% 12%

17%
12%
6% 8%

0%

LODGING

PACKAGES

ITINERARY

PAYMENTS

CASE MGMT

Functionality is slow
Frequent Errors
Missing functionality
Other
I dont trust the content

Admin Tools vs. Voyager

Q: 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

Cant pull up the itinerary in Voyager

To look up the purchase and billing history

Price protection plan is cheaper in admin tools

Cant modify an in-stay booking

All accounts matching the email are displayed no need to

open all guest accounts in VL.

COMMENTS - PAINPOINTS

JULY
WORD GRAPH

COMMENTS PAINPOINTS (JULY 2014)

OCT
WORD GRAPH

COMMENTS - POSITIVE

COMMON THEMES

System latency

Inconsistent rates (with brand) and inaccurate

information

Some itineraries cant 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.