Global results

1

Pulse Survey 2012 Results

Global results

2

457

122

120

57

48

40

40

30

27

26

20

19

9

9

5

4

3

3

2

1

Spain

Thailand

USA

China

Mexico

Greece

Others

Dominican Rep.

Malaysia

Turkey

Portugal

Singapore

Australia

Costa Rica

Indonesia

Bulgaria

Japan

South Korea

Andorra

Vietnam

1042 people accessed the survey, 1002 answered all the questions.Users from more than 20 countries gave their feedback about options and services available on Pulse.

Interesting Data

3

I like theintranet

homepage

I like thelook and feel

of theintranet

Informationon the

intranet iseasy to read

The intranethas a logicalpage design

Content islabelled with

an owner

I would liketo

personalisethe intranet

The intranethelps me

understandour values &

culture

66,36% 61,63% 55,94% 55,06%45,14% 49,42% 53,01%

Look & Feel of the Intranet Agree & Strongly Agree

I can find theinformation Ineed on the

intranet

The intranetmenus help

me to find theinformation I

need

The intranetsearch helps

me to find theinformation I

need

I know whereI am on the

intranetestructure

51,67%

47,52%

44,68%45,99%

47% of you agree with the information provided on

Less than 5 minutes

50%

Between 5 & 30 minutes

36%

Over 30 minutes

14%

Average of time that you spend on the intranet every day

Survey results are aligned with the new tools we are developing

4

What do you want to see in the homepage? Check all that apply

New Pulse 2.0 (actually being developed) will provide a more modern and intuitive format based on social technology. You will be able to collaborate with your colleagues to generate new contents

36,2%

22,0%

60,1%

37,0%

1. More images, lesstext

2. More text hyperlinks,minimal images

3. More gadgets,widgets... (like HR

Offers, Systems Status,Critical Technical

Incidents)

4. Photo or video animation of

work related topics‐

Whatdo youwant to see inthe homepage?

Try it

Use your username and password on http://pulse.tuitravel-ad.com to access intranet everywhere (at home, hotel or even on your mobile phone)

5

1. Yes33%

2. No67%

Did you know that exter-nal access to the intranet

is already possible?

1. Yes62%

2. No38%

Is the intranet launched when you turn on your

pc?

Contact your local IT Manager or open a ticket via Service Point

Service Point results

6

Through the Service Point you can open your tickets about: Functional tickets: Questions and incidents to Business

Support team Technical tickets: Incidents and Requests related to IT Financial queries: About adminitrative issues Accelerate tickets: Business Inteligence / Athenea issues Procurement tickets: Purchasing items

Through the Service Point you can check, edit or add comments on your open tickets.

Al-ways19%

Al-most

al-ways16%

Sometimes48%

Never

17%Do you use the Service

Point?

7

Service Point results

1. Yes60%

2. No41%

It’s easy to navigate through Service Point?

Either most of your answers has been positive, we’re taking seriously the design of Service Point Space on Pulse2.0 in order to make it easier to use and to add useful utilities for your daily duties.

52,07%

49,58%

62,77%

61,50%

47,93%

50,42%

37,23%

38,50%

1. Operational Support

2. Technical Support

3. Procurement

4. New Implementations

Sometines & Never Always & Almost always

Did you find what were you looking for?

We’re actually working on a new options grid to fit your needs more accurately.

On Service Point main screen you can track your tickets, export a list to Excel File or see who’s working on these.

8

Click the “Support” button in Atlas and the Service Point will appear in your screen

Service Point results

1. Yes40%

2. No60%

Did you know?

You can open a ticket from the support button in Atlas.

1. Yes69%

2. No31%

It's easy to follow the status of your tickets?

Service Point results

Your opinion about the service level and some of your comments

9

92

61

162

153

25

34

26

34

110

122

109

136

511

515

445

416

77

101

45

54

0% 20% 40% 60% 80% 100%

Operational Support

Technical Support

Procurement

NewImplementations

5. None 4. Very Unsatisfactory 3. Unsatisfactory 2. Satisfactory 1. Very Satisfactory

More detail with the descriptions on the Option menu... eg which team will handle the incident. Sometimes is dificul to find manuals or to iniciate a course. It will be great to have a favorites custom menu. For me the options in the service point some do not make sense. I guess it is understanding where things will go from an user

perspective. Emergency tickets - To be solved straight away for urgent issues. Make easy to make a ticket, and explanation on how to make a ticket Make it a real SPOC. Currently, I have to analyze what kind of need i have and go to the corresponding area (sub-menus in the Service

Point) (or what i think is the corresponding area). The SPOC should be much easier: i just summit my need to the support, and the Service Point is the only point of contact.

Create more option in Service point about Atlas. Sometimes it takes too much time in order to receive an answer Make it easier to understand what type of ticket I need to be sending. I don't think it is clear enough.. maybe put exemple tickets in or

make a chart up.

News & communications in the Intranet homepage

10

Always Almost always Sometimes Never

128 218436

50115

210

429

73

125

198

386

116

1. News 2. Improvements 3. Technical Stoppages

Do you read the news and communications in the Intranet homepage?

Strongly disagree

1%

Disagree7%

Neither agree nor disagree

41%Agree47%

Strongly agree

4%

The information provided is useful for your daily work ...

Your comments:

I would like to have more information about extraordinary deployments to production. When are they going to be and what they are going to include in them.

Highlight in different color the header for different topics (news from IT; improvements; A&D communications, etc) Sometimes the important news are lost in the middle of many things. Once the launcinh period is over, the news are even more difficult to find. This

is important for the changes and new developments, that I think should be more structured. Please add more images, less text.

Can be useful to divided the New & Communications by product, so you can check all news and improvement for some product in a list.

Last questions about Pulse services

11

Yes63,9%

No36,1%

Would you like to include collaboration tools on the Intranet, like blogs, wikis, ...?

62 148 122 94

247

355 360322

444270 275 341

64 47 61 59

Look & feel Simplicity to findinformation

Help to do yourwork tasks

Quantity & qualityof contentprovided

How much does the Intranet needs to improve in?

4. Considerable 3. Significant 2. Minor 1. None

Business critical

Very useful

Useful

Neutral or indifferent

Not at all useful

51

220

441

99

11

I would rate the intranet as:

Very satisfied

5%

Satisfied80%

Unsatisfactory14%

Very unsatisfactory

1%

How satisfied are you with the Intranet Options & Services?

Your comments about Pulse:

12

Quality of content especially language. Business case for improvements.

Once the communications have expired, the old information is very difficult / impossible to find. The search option must be improved!

Personalization options, richer profiles, user content.

I think it needs to be more user firendly, the news and company information is great and usefull, but we should focus more on implementing training solutions and manuals that are kept to date that can be easliy found online.

There is a lot of information that is no longer valid (eg.Workplaces, templates and Employee offers) a deep cleansing should be made.

I would like the intranet to appear to be the face of A&D and then drill down into different Divisions. At the moment Pulse appears to a B2B business tool

Separate channel for each continent or localize server for each continent later than direct to Spain servers, this will be mo re useful for remote area user to access to Pulse intranet later than to wait for the loading page.

As a new employee (just joined 3 month) there has been no formal introduction to the Intranet pages. I do not precisely know all the topics and information that is accessible through the Intranet, but mainly use it to access Atlas and Accelerate system. I have tried to upload a picture on my profile and there was a message saying that the team will check my picture first & once it's approved it will appear online. Until no w nothing has happened.

Intranet should be actualized, there are a lot of information from the beginning of 2000, I think all departments have to responsible to actualize all

information. Specially for new employees this is very big issue.

The intranet speed is very slow

More picture to look more interesting,

Keep up the great work and push more to continue making this a fun place to work. Compared to other companies, TUI and Hotebeds isn't among the top 10 companies to work for. There is always room for improvement, right? However, the criteria to be among the top 10 in the U.S. is different than Europe. TUI is awesome and I love Hotelbeds a lot, but we should see better pay and better benefits as we continue to grow and continue to profit. We have aggresive goals compared to what the market predicts and it's sometimes painful to think we need to grow 30% or more. ...BUT.....in my sector we do exceed expectations with a great ROI. However, I don't see the same rate of investment going back into our pockets nor our benefits. I believe TUI and Hotelbeds is positioned to become one of the best companies to work for; which means happier employees attracking eve n happier clients - a perfect balance. Thank you for asking my input and for all that you do. Cheers!