Qantas Customer Satisfaction Survey - 2010
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Qantas – After Flight Survey
Sent: August 2010 Created: January 2011
Author: Dominique Hind
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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.
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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
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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.
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