Sample Travel Survey

Please take a few moments to complete the following satisfaction survey on the performance of YOUR AGENCY. Our contract with YOUR AGENCY includes a service measurement clause to obtain feedback from our frequent travelers and travel arrangers on the service level YOUR AGENCY has provided during this trimester. Your input and comment feedback is very important to us. It will be used as a measurement to determine areas that need improvement and to fulfill terms of the contract that impact how XYZ COMPANY compensates YOUR AGENCY.

Areas of Service Quality

1.1.

Please respond to the following statements regarding Service Quality:

	Always	Most of the time	Sometimes	Rarely
The Call Center phones are answered in a timely manner (within 20 seconds)
The Call Center agents are courteous and professional
The Call Center agents are familiar with ANY COMPANY procedures
The Call Center agents are knowledgeable about ANY COMPANY preferred vendors
The Call Center agents are informative about travel options
The Call Center agents are accurate and efficient
The Call Center agents offer to book car and hotel reservations
The Call Center agents offer to email itinerary
All Call Center requests are handled accurately
The Call Center agents promptly return your call when you leave a message (within 1/2 hour)
The After-Hours phones are answered in a timely manner (within 20 seconds)
The After Hours Service agents able to help with your request
The After-Hours agents are courteous and professional
The After-Hours agents are familiar with ANY COMPANY procedures
The After-Hours agents are knowledgeable about ANY COMPANY preferred vendors
The After-Hours agents are informative about travel options
The After-Hours agents are accurate and efficient
The After-Hours agents offer to book car and hotel reservations
The After-Hours agents offer to email itinerary
All After-Hours requests are handled accurately

Airline Reservations

2.1.

Please respond to the following statements regarding Airline Reservations:

	Always	Most of the time	Sometimes	Rarely
Alternate airlines are offered to lower the fare.
Alternate times and dates are suggested to lower the fare
Connecting flights are offered to lower the fare
I am advised of restrictions and all associated penalties
I am informed when my preferred seat assignment is not available
My itineraries are delivered as requested via email
My tickets and reservations are accurate

Hotel Reservations

3.1.

Please respond to the following statements regarding Hotel Reservations:

	Always	Most of the time	Sometimes	Rarely
My rooms are confirmed at the YOUR COMPANY negotiated rate or lower
Preferred hotel vendors are offered before non-preferred
Non-preferred hotels are offered when a preferred is not available
When booked, non-preferred hotels are booked within per diem
I am advised of the room rate and cancellation policy
The hotel confirmation number is included on my itinerary
My hotel frequent guest account was included in my reservation

Car Reservations

4.1.

Please respond to the following statements regarding Car Reservations:

	Always	Most of the time	Sometimes	Rarely
My car reservations are confirmed at YOUR COMPANY negotiated rate
Preferred car vendors are offered before non-preferred
Non-preferred cars are offered when a preferred is not available
When booked, non-preferred cars are booked within per diem
I am advised of total rental cost of my rental
I am advised when mileage or drop-off charges apply to my rental
Confirmation number included on itinerary
My frequent car rental account was included in my reservation

Miscellaneous

5.1.	Have you used the online booking tool that is available?
	Yes No

5.2.	Do you prefer to use the online booking tool or would you prefer to speak with an agent at the Call Center?
	I prefer the online tool I prefer to speak with an agent in the Call Center

5.3.	Please rate the overall quality of the Travel Department using the scale below.
	Exceed Expectations Meets Expectations Somewhat Meets Expectations Does Not Meet Expectations

Comments

6.1.	Please give us any additional comments you may have:

Your Information

7.1.

Your name is....

7.2.

Your Business Unit is....

7.3.

You are a....

7.4.

How many times a year do you travel?