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Super Happy Shopper Ranking Criteria

	Super Happy Shopper Icons
The green smiling icon indicates a satisfactory level above average.
The yellow smiling icon indicates a satisfactory about average.
The red smiling icon indicates a satisfactory level below average.

Internet Service or Informational Web Sites

a. Booking and Reservations

The booking or reservation system should be logical and easy. The process should leave customers feeling confident that they actually booked the car, or reserved the hotel room they wanted, at the price they intended to pay (confirmation screen and email). For hotel rooms, there should be clear information regarding room taxes, amenities, and check-out times. For cruises, there should be clear details about rerouting, delays, and cancellation of itineraries.

Good web sites:

• List all applicable service fees and taxes on the booking or reservation page before you commit to the process.
• Provide direct links during the booking or reservation process to cancellation information and other important policy pages.
• Offer alternatives if a customer's first choice is not available.

b. Cancellations

A clear and concise cancellation policy statement includes all of the details of canceling a reservation or booking. Any web site that offers online booking or reservations should allow online cancellations or changes to a reservation. And any site that offers the functionality of online purchases of a service, such as insurance coverage, should allow online cancellations or changes to a purchased policy. Information on cancellations should be easily accessible from the appropriate pages as well as from the home page, either as a direct link or as part of a Help/FAQ section. There should be no extra fee or punitive charge for canceling an online reservation or service. An immediate e-mail confirmation of a cancellation should be sent.

Good web sites:

• Allow customers to cancel phone reservations online.
• Make note of a cancellation online, in your online account (in addition to the e-mail confirmation of a cancelled reservation or booking).

c. Rental Agreements

A clear and concise rental policy must cover the large array of details involved when renting a car or anything else that can be rented. For car rentals, there should be straightforward explanations of the more complex components, including taxes and service fees, the fuel purchase choices, and insurance options.

Good web sites:

• Provide visual data on a rental car's carrying capacity and other important details.

d. Internet Quotes

The quote request process should be logical, fast and easy. Customers should leave feeling confident that they were asked only for necessary personal information required to make the quote. Some easy-to-understand instructions in filling out the quote request form should be available for those who require help. The online quote request process should take advantage of the interactive nature of the web and provide a quick response time.

Good web sites:

• Provide a list of competing quotes from other companies.
• Offer various types of insurance (auto, home, life, medical, for example)

See also:

Safety

usability

Shopping System

Customer Service

Internet Service or Informational Web Sites

 

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