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Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
Qantas Customer Satisfaction Survey - 2010
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Qantas Customer Satisfaction Survey - 2010

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  • 1. Qantas – After Flight Survey Sent: August 2010 Created: January 2011 Author: Dominique Hind
  • 2. 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.
  • 3. 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
  • 4. 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.
  • 5. For more information Dominique Hind WiTH Collective www.withcollective.com hello@withcollective.com

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