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.
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Client & Agency feedback – what is the role?


After sitting through two rounds of client/agency feedback, it made me realise what a missed opportunity it was to promote the great clients we work with and address a lot more of the concerns that people are usually too shy to bring up in a one-to-one environment.

While answering the client/agency survey, I was too worried in getting through the three surveys that needed to be answered rather than thinking about how it could really benefit us. I think it was because I was still in my flu induced state of mind…….

Top five learnings from the review:

  1. Pre-meeting – It is essential to meet with the team prior to answering the questions and detail all of the projects you have worked on over the past survey period. Highlight the good, bad and areas for improvement for both the client and the agency. It is good to discuss what comments you think are relevant and common themes that need to be addressed.
  2. Homework – Think about what you want to convey before putting it in writing. Any comments will be shown to everyone, even though they are anonymous.
  3. Client champions – Highlight who the key clients are that have been champions for the agency. Make sure you detail why they have been agency champions and how they have helped make the job easier.
  4. Agency champions – Highlight who the key agency staff are that have been champions for the agency and promoted integration, effectiveness and creativity. Make sure you detail why they have been agency champions and how they have helped make the job easier.
  5. Comments – The more detailed your comments are the better. It is painful filling out so many areas, but every comment is important.

Next client/agency review, I am actually going to take the time to plan. think and detail what the key themes are, the people we need to highlight and ensure the rest of the agency/team are aligned.

Written by Dominique Hind

New starter checklist (process, process, warmth)


There are so many things that need to be done before a new person comes on board that it’s worth putting together a checklist of everything you need to share. One of the most critical things to do before starting the checklist, is to stop and think about your first day and how it was:

  • What was good?
  • What was bad?
  • What was different?
  • What did you expect?
  • What would you change?

On your first day, you expect people to make a fuss, understand a little more about you and start the new relationship on a high. In reality, most places are dying for you to get there (they have waited four weeks while you served out your notice period) and don’t think too long or hard about what it is like for a new person walking into the place.

The new person is leaving behind processes, people and a company they may have spent a lot of time with and they feel like they are taking a risk joining a new company, with new processes, people and environment. It is a big deal, so you need to make them feel welcome. The more welcomed (and inducted) people are into a place the more likely they are to reciprocate to other new employees and share the love when they start.

The one thing I remember about my first week at Mark (M&C Saatchi) was that no one took me out for lunch, I was shown where the food court was and then had to fend for myself. I did write about this on my blog and the next day, a lunch was organised and most people attended. It was great. I felt special and secure, which is exactly what any new person wants in their first week.

Below is a simple checklist of everything that should be thought about when a new person starts:

The boring stuff: INTERNAL APPROVAL

To ensure the new persons’ first day isn’t their last, there are a few financial requirements that must be checked prior to them starting. These include:

  • What clients will they be working on?
  • Are they covered by retainer or out of scope work?
  • If retained, what percentage of time? If not, how will their time be recovered? (For advertising agencies, the minimum is about 65% billable.)
  • Have you allowed for salary on-costs in the amount? (For advertising agencies, this is around about 10%)
  • Will putting someone on full-time allow the freelance costs to be reduced? If so, by how much?

The fun stuff: FIRST DAY

Whenever a new person starts, most companies assume that someone within their team will show them everything – all the details, the people to avoid, places to eat, process, etc. However, most companies show new starters not as much as they need. Therefore, this checklist is a minimum of what is needed (no doubt there are a lot more things to include):

  • Admin – email signature, voicemail set up, stationery, security passes, kitchen, bathroom, shower, bike rack (very, very important)
  • Process – department processes, client processes
  • Finance – timesheets, pay details, tax file number
  • IT – computer passwords, email client, intranet
  • Client – key contacts, previous work, guidelines, expectations, relationship status, client contract summaries (retainer vs billed work), rate cards, previous billings
  • Expectations – role expectations, company expectations
  • People – introductions to heads of departments, daily contacts, finance, office admin, IT
  • Company – culture, corporate events (Friday afternoon drinks, lunch time sport), vision, philosophy
  • Location – closest dry cleaner, pharmacists, food court, running track (very important)

This is by no means a complete list, so please feel free to send any other critical things that need to be included on the checklist.

Written by Dominique Hind

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