Qantas – Checking customer satisfaction for flights
I am extremely loyal to Qantas. I go out of my way to fly them no matter what safety problems or PR issues they are facing. Even when they are late, I will still fly Qantas over any airline.
In August 2010, I received a follow up email asking me about their service & areas for improvement. After flying with Qantas for 15yrs, this was the first request I’ve ever had for areas of improvement.
I would be interesting to know if this was something needed to support all of the current concerns or a whole hearted attempt to improve the service. I haven’t received a follow up or any additional information, but am really interested in what they have done with the information & how they have actually used my responses & the others collected.
The survey took 15mins & was 46 slides/ questions with multiple variations & requirements needed for each answer. The key sections were:
- Before we begin
- About the flight
- Booking this flight
- Checking in
- Security screening
- The terminal
- The Qantas Club
- Boarding & Departure of your flight
- Summing up the on-ground service experience
- The Qantas Cabin Crew
- Meals & drinks service
- The Aircraft facilities
- Inflight entertainment
- Your flight arrival
- Valet parking
- About you
- Summing up
I’ve captured the survey and uploaded to SlideShare for anyone who is interested.
AREAS FOR IMPROVEMENT:
There are a couple of areas that should be a focus for Qantas surveys in the future:
- Follow up: all of my contact details were provided, so it would make sense that at least an update or status update on what impact the answers had on Qantas & their service.
- Options: ability to choose a short or a long version of the survey.