qantas customer satisfaction survey - 2010

Qantas – After Flight Survey

Sent: August 2010 Created: January 2011

Author: Dominique Hind

Overview •  I’m extremely loyal to Qantas. I go out of my way to fly

them no matter what safety problems or PR issues they are facing.

•  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.

•  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.

Summary •  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

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.

For more information

Dominique Hind WiTH Collective

www.withcollective.com hello@withcollective.com