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Qantas Customer Satisfaction Survey - 2010

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

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Qantas Customer Satisfaction Survey - 2010

  • 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.
  • 53. For more information Dominique Hind WiTH Collective www.withcollective.com hello@withcollective.com