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 they 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.
The PQS 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 website and within 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 and from direct traveller complaints 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
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.
PQS is broken down into 5 subcategories:
- Price Accuracy
- Customer Service
- Ease of Booking
- Clear Extra Fees
These categories represent the major customer pain points experienced by travellers across all our partners.
How do I see the detail of what each of the categories show?
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 sub-categories colours represent?
The colours are a 'traffic light system' that reflects 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.
How can we 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.
Can we see all of our customer feedback?
We surface all the reasons in the feedback column of the CSV download available within Partner Portal
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. 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 and why the numbers are different.