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. 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.