Partner Portal Feature: Traveller Feedback

The Traveller Feedback dashboard provides a holistic view of data relating to Skyscanner user sentiment for your brand. It enables you to see how you’re scoring with Skyscanner’s users in different markets and categories and aims to help you to better react to any potential pain points in your customer experience. 

Data captured here is based on survey results from travellers' booking experience and any post-booking feedback received by our Support Team. Data is taken from the past 91 days and is refreshed on a weekly basis.

All market view

The all market view provides an overview of your brand’s global traveller feedback on Skyscanner.

The dashboard breaks down performance of the global responses that your brand has received to our traveller survey. It gives a snapshot of ratings (your Partner Quality Score) by market and a breakdown of your performance according to specific themes of feedback.

In the lower half of the dashboard, we look at the total number of complaints received within the current scoring time period – how this affects your overall score and how complaints have been categorised.

TIP #1: If you are a Partner Portal user for multiple brands, you can toggle between these using the dropdown menu labelled ‘Brand’.

Market-level view

You can use the second dropdown menu (‘Market’) to navigate to a market-level view for a specific brand. The data visualised here provides a more granular look at traveller sentiment within a specific market.

Here, you can see your Partner Quality Score (PQS), which is your rating for that market and the rating a traveller will see on Skyscanner. Visuals show how this is broken down by survey responses and the negative impact complaints may have had. We also show your ranking amongst competitors in the same market.

A breakdown by feedback by theme is also shown at market level, giving a better indication of how well your brand performs in different areas and providing more insight for actiong.

TIP #2: If you wish to dig even deeper, you have the option to download both your survey and ratings data, enabling access to more qualitative data and opportunity for further analysis.

Traveller Feedback dashboard can be found here in the Partner Portal.