The Partner Quality Score (PQS) is a rating feature that aims to help travellers by displaying a rating for each provider based entirely on travellers' feedback. This provides our partners with an opportunity to work towards improving user experience.
How is PQS calculated?
After travellers have visited a travel provider site from Skyscanner, we show a survey asking for feedback about traveller experience with that provider. We combine those survey results with any post-booking feedback received by our Support Team about each travel provider to generate an overall quality rating. To make sure that the quality rating is relevant and up-to-date, we only take into account feedback from the last 91 days, and we refresh the scores weekly.
The minimum feedback volume to generate PQS is 10 in each market over the last 91 days. If the feedback volume is smaller than the minimum required to generate a score, the “not enough ratings” message will be shown instead of a score.
What does PQS take into account?
Some of the categories we collect traveller feedback about are:
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Price accuracy and fee transparency: how well the provider’s prices match the prices on Skyscanner, and whether any fees and charges are clearly shown.
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Flight availability: whether flights selected on Skyscanner are consistently available on the provider’s site.
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Website usability: how easy to use and stable the provider’s site is during the booking process.
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Refund and change policy: does the provider have a clear refund or change policy for each ticket? Is the policy easy to find during the booking process?
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Payment experience: whether travellers are able to complete the payment process smoothly.
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Customer service and post-booking experience: how easy is it for travellers to contact the provider for help, as well as any concerns about their service and reliability.
Providers could receive a lower Partner Quality Score if they fail to provide good service on these categories.
Our ratings are never influenced by us, or by our travel providers. The scores are only ever calculated using feedback sent to us by real travellers, and the same rules apply across all of the travel providers shown on Skyscanner. It's completely unbiased, so you'll always see an accurate reflection of what other travellers think about each provider.
How can I understand my PQS?
The Traveller Feedback dashboard on Partner Portal provides a holistic view of data relating to PQS. It enables providers to see how they’re scoring with Skyscanner’s users in different markets and categories and aims to help providers to better react to any potential pain points in their customer experience.
More details on Traveller Feedback dashboard can be found in this guidance.
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