The partner quality score (PQS) is a rating feature that aims to help travellers by displaying a rating for each supplier based entirely on travellers’ booking experience feedback. This feature provides our partners with an opportunity to work towards improving user experience while travellers book their flights.
Travellers rate their experience with our partners after the have clicked the "select" button for an itinerary:
Why do we show travellers our Partner Quality Score?
The partner quality score (PQS) is a rating feature that aims to help travellers by displaying a rating for each supplier based entirely on travellers’ booking experience feedback from the past 91 days. All partners with at least 100 surveys in the past 91 days in a given market will receive a market-specific rating or Partner Quality Score (PQS). A minimum of 500 redirects in 28 days is also required for customer feedback to be available. The feedback is updated on a weekly basis. More information regarding the Partner Quality Score is available here. This feature provides our partners with an opportunity to work towards improving user experience while travellers book their flights.
How is overall PQS calculated?
Skyscanner collects feedback from travellers over a rolling 91 day period to create the Partner Score you see on our site and on the Partner Portal. We get this feedback both from the PQS survey travellers fill out once they have clicked the ‘select’ button on the booking panel to load a partner page, and from direct complaints from travellers collected by Skyscanner’s User Satisfaction team. Our ratings are not influenced by Skyscanner or our travel providers. Scores are based ONLY on traveller feedback; they are completely unbiased to ensure the most transparent and valuable information is available to travellers, from travellers.
Our partners can extract their PQS and individual feedback instances through our Partner Portal
Why do Skyscanner show travellers a broken-down version of the PQS?
During Q4 of 2019, Skyscanner made to move to show travellers a broken-down version of each partner’s PQS. We did this in order to help our travellers understand the factors that go into our scores and to help individuals make choices on which partner to book with based on the things that matter to them – whether that be great customer service, or ease of booking process, or price.
How is the score for each of the categories calculated?
Skyscanner’s PQS algorithm works hard to transform our customer feedback into the score that you see. We are able to likewise generate a score for each of the categories you see when the score is broken down.
We break our PQS into 5 subcategories: Price Accuracy, Customer Service, Ease of Booking, Refund Policy and ‘Other’. These categories represent the major customer pain points experienced by travellers across all our partners.
What do each of the categories shown when the score is broken down cover?
This information can be found on the Partner Portal (on the Customer Feedback tab) by clicking the ‘?’ symbol next to each subcategory heading. More information regarding Customer Feedback on the Partner Portal is available here.
What do the bar colours represent?
The bar colours are a 'traffic light system' that reflect how well you are performing in each of the categories, with green representing above average scores, amber representing average scores and red representing scores that fall below average.
Why do the numbers I see on the partner portal not match the scores travellers see?
The scores you see in the Partner Portal show a number between 0 – 0.99; these represent SCORE LOSSES – the higher the score loss, the greater the amount of negative feedback for that particular area. To show the scores to travellers in a way that makes sense, we use an algorithm to convert these ‘score losses’ into a score between 1-5.
Where can I see the breakdown of my PQS?
It's available on Partner Portal under the Customer Feedback section - https://partnerportal.skyscanner.net/customer_feedback/
Can I get some examples of user feedback?
Yes, as above, there's a download button on the Portal
How can I improve my PQS?
We've recently improved our booking experience/prices/customer service, but the score is still low, why is that?
We refresh our scores over a 91 day rolling period, which means it may take this time for your score to reflect your performance.
How multiple reasons feedback is counted?
We surface all the reasons in the feedback column of the csv download on partner portal
How the partner knows, on a daily basis and splitted by market, how many possitive feedbacks it has?
We currently don't surface positive feedbacks, there could be some issues around the partners reverse engineering the scoring algorithm.
How Skyscanner "counts" those cases in which the user selects more than 1 reason (e.g. "Prices didn't match, Unexpected extras, Other issues), 1 point for each, 1 point for all?
This is a question that is difficult to answer. Scores are calculated for each category, however, without looking at the code I am not sure whether multiple reasons are counted separately or not. We will do some more investigating into this.
How many so far so good review partner has per brand, day and market or to the total number of feedback (so as to calculate the difference on the partner's side)?
Skyscanner cannot provide this information to all our partners on a regular basis, due to the fact this amount of data would overload our system. We can provide this data to partners on a one-off basis however if required.
- If I understood correctly the negative point is counted as soon as the user clicks on "it could have been better", and it is just 1 negative point no matter:- if the user mentioned the reason or not - if the user mentioned just 1 or more than 1 reasons
To clarify, the user MUST click ‘submit’ on the screen following on from the ‘It could have been better’ screen for the negative feedback to be counted. If the user does NOT mention a reason, the feedback is classed as ‘Miscellaneous’. If the user does give a reason, each reason they give contribute to the final score equally.
The fact that the information on partner portal is different in the download compared to the normal display, makes impossible to make any calculation.
See an example attached:
- partner portal shows information for the period: 04 Nov 2019- 03 Feb 2020
- in the download we see information for the period: 11Nov-20Feb
Score generation is done with a week delay from when the feedback was collected, to give our system time to scour the feedback for evidence of gaming (we want to protect partners from being the victims of scam!). To do this thoroughly takes about a week. However, based on feedback that was given to Skyscanner when the system was first designed, many partners wanted access to the most up-to-date verbatim feedback available, which is what you get in the file you download. This is why the numbers are different.