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:

1. Before we begin
2. About the flight
3. Booking this flight
4. Checking in
5. Security screening
6. The terminal
7. The Qantas Club
8. Boarding & Departure of your flight
9. Summing up the on-ground service experience
10. The Qantas Cabin Crew
11. Meals & drinks service
12. The Aircraft facilities
13. Inflight entertainment
14. Your flight arrival
15. Valet parking
16. About you
17. 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:

1. 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.
2. Options: ability to choose a short or a long version of the survey.