True or False 1
PSAT is the metric we use to measure the satisfaction of our customers when they contact our customer service, this does not include our partners
False. CSAT-R is the metric we use to measure the satisfaction of our customers when they contact our customer service, this does not include our partners
What is the mission statement of Booking.com?
Make it easier for everyone to experience the world.
AAA stand for?
Active Listening
Acknowledgement and Empathy
Assurance of Help
What does CSAT stands for?
Customer Satisfaction Survey
CPI stands for Customer Per Interval
False - CPI stands for Contacts per Interval.
Measures our effectiveness in having the right people in the right place at the right time to meet customer demand.
Adherence / Attendance
How do we verify our customer?
(Reservation Number , Pin code, Name of the Caller , Relationship to the Booker)
The 5 TP Values are
Integrity
Respect
Innovation
Proper
Commitment
False
Do the right think, Think customer first,Learn Forever,Succeed Together and Own It
Measures the behaviors that result in our ability to service the customer’s needs, and is determined through the evaluation of the service provided while adhering to business guidelines and booking standards.
Quality Score
How do we measure Quality Score?
Quality Score per Evaluation = Total Weighted Scores / Total Weight
CSAT 2.0 can be viewed by language and channels ( phone, picklist, chat)
False. CSAT 2.0 can be viewed by language and channels ( phone, picklist, messaging)
is the equivalent metric to CSAT, used to measure our partners’ satisfaction.
PSAT
Is the metric we use to measure the satisfaction of our customers when they contact our customer service, this does not include our partners.
CSAT 2.0
How do we measure CSAT-R?
(Number of Very Satisfied + Number of Satisfied ) / Total number of replied questionnaires
59.50% is the passing score for CSAT-R
TRUE
It’s a simple view of the number of inbound customer contacts handled, by channel, and interval.
CPI
What is the exact question that our guests receive on the survey?
How would you rate your interaction with **agent name**
Bonus!!
Let's do a role play