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Expedia has undergone massive improvement from the time it was conceived in the form of a Microsoft CD travel guide. Expedia is effective and efficient on the issue of its importance in promoting customer satisfaction. The attributes that revolve on the efficiency and effectiveness on Expedia encompasses the fact that it promotes the satisfaction of the customer support as well as ensures that it aids in the assessment of the training as well as operational initiatives. It additionally offers a contact center management with a tool that promotes the one on one agent for coaching. Expedia has facilitated the improvement of elements as the survey design along with the quality measurement approach as quality assurance.

The fact that Expedia offers a design for the definition of the customer satisfaction assessment programs encompasses the development of a platform that would realize the objectives of the business in meeting the customer needs. It further promotes the mining of the available consumer research to offer insights on the customer services as well as identifying the set of skills that supported the satisfaction of the customer needs. The implementation of the real-time customer satisfaction assessment program that is available on the Expedia aids in the designing of surveys that promote the complex questions.  The additional value of Expedia is the improvement of the data collection in that the skip logic facilitates the follow-up questions that are based on the specific experiences of the customers, while the piping functionality facilitates the customization of the survey depending on the purchase channel. The information attained through the assessment of Expedia is common to the other companies as it is the main attributes that aids in the assessment of the impact it has on the company meeting the satisfaction needs of the customers.

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