Qantas - Qantas Frequent Flyer
Member since 11 Oct 2014
Total posts 331
Over the last 3-4 years, QF has constantly touted it's 'record customer satisfaction' levels in it's Annual Reports. Given an increase in dissatisfaction reports over the last 8-12 months reported on AUSBT, I am curious about the following. For many years it was de-riguer for QF to hand out in-flight Customer Satisfaction surveys on international sectors to selected guests in their premium cabins. The process was reasonably intuitive and guest response/return levels high, due to the flight attendants check-back with the passenger in order to collect such surveys. I have not seen this type of survey used in quite a number of years. Whilst the internet has afforded a new metric for processing 'Customer Service' feedback, one would have to think that the online reporting method of issues would sway more to the negative side, rather than the positive. A large number of people reporting negative experiences would be expected, rather than those experiencing positive or 'great' service ie: the old mantra of a pax with a negative experience will tell ~10 people, but a passenger experiencing good service generally reports less.Question : POLL - What has been your recent experience with Customer Service surveys?
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I get them every time and only ever use them to penalise Qantas on Net Promoter Score (NPS) metrics when I miss out on a points upgrade to first while travelling for work.
The way they score execs on these measures is opaque so it's usually safest to go with a 3 when trying to convey negative feedback. Some corporates are sneakily removing outlier scores at the lower end of the range these days, particularly when NPS is tied to remuneration outcomes.
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Qantas 'customer satisfaction' questionnaires
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