Embedded Files
Currently, there is a test being done by the Product Quality team to change the surveying that is done on customers to Sri Lanka for a couple of months.
Updated as of September 11, 2025
Instead of getting a full survey, they will just get sent a one question NPS survey. The hope is that this will encourage a greater volume of responses.
The customer WILL then get a full feedback survey a few days later, so they will still get a chance to give full feedback, but separate to that first request for a score.
Our concern with this is that customers might decide to email their comments through post-travel in more instances, rather than sharing it on the survey.
WHY ARE WE DOING THIS?
It's important that MNL CS team therefore continue to recognize what needs to be shared to the MEL team, for review and response, both from the point of view of us being able to pass on feedback that is constructive to our suppliers, but also so we can ensure the customer gets an appropriate response.
The aim being to avoid antagonizing customers who have shared their feedback, but also make them feel valued and heard!
SCENARIOS
Positive Feedback
Definition: The feedback is 'nice' but nothing in it is constructive or needs to be shared further with our teams.
Template: (new) Feedback- Positive Acknowledgement - NFAR.
Link: HERE
Ticket can be categorized as 'Post-tour feedback CS', and closed.
Negative/Passive feedback
(Minor/no further action required.)
Definition: The feedback assessment is that it is minor in nature, offered constructively and / or does not need to be passed on further in the business. It may be average, or just minor niggles,
Template: Feedback - Negative or Passive Acknowledgement - NFAR
Link: HERE
Take the time to acknowledge what the customer has shared in the reply template so it is personalised and not too generic.
Ticket can be categorized as 'Post-tour feedback CS', and closed.
*If the customer replies to this and clearly does not accept the response, immediately handle by Escalating to MEL CS team
Negative/Passive feedback
(Review by internal teams may be required and / or a more full response to customer.)
Definition: The feedback requires further escalation or review and/or it appears the customer is seeking a response or even compensation/reimbursement for their concern.
Template: Feedback - Negative Escalation
Link: HERE
The purpose of this template is to advise the customer that their feedback was received, but you will not be responding as the MEL CS team will do this.
Raise an escalation task to MEL CS team (via playbook), mark the email category as 'CS Melb team escalation' and close the ticket.
Page updated
Google Sites
Report abuse