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EX: How to handle Expert Feedbacks

Purpose:

A framework for understanding how to differentiate between various kinds of feedback about Context tours and responding appropriately. This SOP outlines how to manage and escalate feedback for the EX team.

Related Topics:

Context:

Where do CX and EX receive feedback?

  • Email or SMS from client or TA informing us
  • Feedback directly from clients or TA as a survey response
  • Feedback directly from Expert

What are the three levels of feedback we receive?

Positive feedback = comments, emails, messages or survey responses from clients or guides that share a positive experience. Generally don't have any action items, but are nice to share with the Expert when appropriate.

Example Language:

  • This tour was great!
  • We had the best time with guide and can’t wait to do another Context Tour
  • Thank you for the amazing experience!

Light negative feedback = comments, emails, messages or survey responses from clients or guides that share a mixed review. Most of the tour was a success, but there may have been 1 or 2 elements that didn't quite make the mark. Generally, the action item is to provide the client with a USD 50 or USD 100 credit to their account, given the length of their tour or the degree to which the experience was negative. This kind of feedback can mostly be handled by Associates and Coordinators without needing to escalate to a Manager, but can do so if they are unsure.

Examples:

  • We enjoyed our tour however the guide wasn’t always consistent or clear when sharing information which made some of it hard to follow
  • Guide was amazing and made up the missed time, but the car was 15 minutes late and the driver was rude
  • This tour was really expensive and for the amount we paid, we expected more depth to the tour
  • We thought this tour had skip-the-line tickets but our guide informed us that isn’t the case. Can you please explain why the tickets weren’t purchased in advance?

Serious negative feedback = comments, emails messages or survey responses from clients or guides that share an entirely negative review and/or feedback that requires more extensive follow up actions. The tour was not a success, and usually the client or guide will have provided a concrete example of what went wrong. Please note that sometimes, this level of complaint is subjective and clients can be upset because their expectations were not properly aligned to what we can provide as an experience. This level of feedback also takes into account when basic expectations not met by the guide (ie: cutting it short, altering the itinerary, etc). Serious feedback should always be escalated to a manager to handle communications, and coordinate with EX/CX to get further information if needed.

Examples:

  • This tour was horrible and a complete waste of our time and money. I am incredibly disappointed. The guide was rushed, didn’t provide consistent information and seemed to be lost. They had to continually check the map on their phone.
  • Today was a disaster. From starting an hour late to not being able to figure out how to buy train tickets to seemingly rambling thru random neighborhoods and learning nothing…it was a waste of a day. She even said she had never done the tour before and that was evident. We even ended an hour early, because we felt like it was a waste of time.
  • Guide cut the tour short for reasons that aren’t very clear. We paid a lot of money for the full tour and don’t appreciate having promised time cut out.

How to Escalate and Respond to Guide Feedback:

timeframe to resolve actionable feedback

  1. 48 hour is reasonable and what we are aiming for,
  2. Never to go above 72 hours and if we don’t have further info from expert within this timefram, CX/EX can move forward with offering appropriate resolution

WHO ON EX IS RESPONSIBLE FOR FEEDBACK?

Feedback tasks are assigned to cities and the regional EX managers are responsible to handle them. Positive tasks are automatically posted to the website and sent to the guide.

  • Ilaria for ISEA
  • Dana for PAPASUKI
  • Sara for FraN/Ce

There are two steps to handle feedback:

How to respond to feedback received as a survey response

STEPS TO FOLLOW:

  • If there is a low score 3 or less with no comment send to CX regional in Adimin and ask for more feedback:
  • Negative scores for audioguides or lectures need to be flagged in Actionable Feedback to Zack if there is no comment send them to cx managers in Admin but assign to Corrie Pulvis
  • If the survey response has light negative feedback with comment 3/5, pass it to regional owner. They will get in touch with the guide and reassure them while also offering constructive criticism. EX has a template in front to be used: Negative Feedback. After hearing from the guide, EX will flip the survey response task to CX Managers list to review and follow up with the client to provide a credit if deemed appropriate
          • If they believe the feedback is unfair, they will hide it from the website
  • If the survey response has serious negative feedback with comment, The regional manager will reach out to the guide, EX has a template in front to be used: Negative Feedback, and after having a response will send the task with the response in a comment to the CX Managers
      • EX will flip the survey response task to CX Managers list to review
      • EX will post the task and order in #actionable-feedback, tagging @cx-managers to alert them of the negative review and start a thread for EX + CX to communicate
      • EX will reach out to the guide to get their perspective and will follow up with CX on the appropriate thread in the #actionable-feedback channel
        • If they believe the feedback is unfair, they will hide it from the website
  • EX records negative feedback and response in Giuide Admin Profiles

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