Business Traveler Satisfaction Survey Reservation Efficiency/Accuracy: 1. I get through to an agent quickly: Excellent Above Average Average Below Average Poor N/A 2. My calls are returned in a timely manner (within the hour). Excellent Above Average Average Below Average Poor N/A 3. Agents consistently offer alternatives to lower travel expenses. Excellent Above Average Average Below Average Poor N/A 4. Cancellations and refunds are handled promptly and accurately. Excellent Above Average Average Below Average Poor N/A 5. Paper tickets were correct and delivered on time. Excellent Above Average Average Below Average Poor N/A 6. During your last experience with Mann, did you encounter any problems? No Yes N/A 7. If yes, was the problem resolved to your satisfaction? Yes No N/A     Personalized Service:   8. Agents are friendly and courteous/interested in my travel needs. Excellent Above Average Average Below Average Poor N/A 9. Agents take care of my preferences automatically - seats, meals, etc. Excellent Above Average Average Below Average Poor N/A 10. If my preferred seat was not available, was I advised? Yes No N/A     Agent Expertise:   11. Agents are knowledgeable about the different airlines, rules and restrictions. Excellent Above Average Average Below Average Poor N/A 12. Agents are knowledgeable about the types and locations of hotels. Excellent Above Average Average Below Average Poor N/A 13. Agents are knowledgeable about the types and rates of cars. Excellent Above Average Average Below Average Poor N/A 14. Agents are knowledgeable about placing international travel reservations. Excellent Above Average Average Below Average Poor N/A     Comments:   15. If you used the 24-hour emergency service, were you satisfied with the service? Yes No N/A 16. Do you have an individual traveler profile card on file with Mann Travel Management? Yes No N/A 17. If yes, have you up-dated your profile card in the last two years? Yes No N/A     Additional Comments:     Name: Company Name: Phone Number: Email Address: