Onboard Customer Surveys

[Foreigner]

I have had VA send email seeking feedback after travel but some international airlines have survey forms issued for completion by passengers onboard flights. SQ comes to mind. What works for airlines? What sample sizes would be onboard? Surveys for F passengers?

 

[kermatu]

Maybe 2 or 3 years ago I had a couple on medium-haul QF flights. They were a bit too detailed and required filling out at the end of the flight. Not very effective in my view.

 

[Glider_]

I received one in CX J last year. I'm not sure if they gave them to everyone or just me; the FA who gave it to me had been extremely friendly and attentive to me in particular throughout the flight so I was a really obvious safe bet for a good feedback survey.

 

[Milboo]

I was handed one on QF ex SCL last year - in J.

 

[Fiches Mouser]

SQ crews seem to have a habit of asking me to complete a feedback form. I'm usually quite friendly with the crew (well, more so than the other pax which isn't saying much) so I think it's definitely an easy win for them.

One flight comes to mind from a year ago coming back from HND. I seemed to become friends with the entire J cabin crew, whom I'd spent a fair amount of the flight chatting to. About an hour from landing, they dropped in the question of whether I could complete a quick survey. Of course I did, and I life some well deserved positive feedback.

Shortly after, each of the crew came by, one-by-one, to say thank you for the kind words and wished me a pleasant onward journey. They'd obviously all had a read of it!

I'd actually quite like it if they left some forms in your seat so that you could do it without prompting. I love giving feedback when service has been ace, and it's so nice to show your appreciation and give it directly to the crew.

 

[Himeno]

I've had a few paper surveys handed out on CX flights. Never seen any on other airlines. Had a few emailed out after a flight.

 

[Sdtravel]

Got an email from cx for their insights programme and have been getting surveys for a while. Although the reward is meant to be some asia miles if you complete 90% average a year so i don't know why i complete them anymore.

I have seen Qf regularly survey all J in flight. They may select a few Y to do as well.

I saw years ago VA in Y select a few at the start of the flight. But they are a little public about it and it seemed like specific seats / people. At the end of the flight the CSM made an announcement saying those who were handed surveys please have them ready for collection. Makes me think i would have wanted the opportunity to do one vs not knowing it was happening.

 

[Denali]

I was once on a SYD>SIN flight and there was a DYKWIA pax going on about how she flew all the time and she was disgusted there was no special meal for her, although she didn't pre order a special meal. I started feeling bad for the crew because Im like, "Dude. We're in row 56 - you aint that special! "

One of the crew came by at some point, quietly saying sorry for anything we overhead and we said no problem and we enjoyed our flight. A FA later came by, asking if we would complete a feedback/survey form - Im guessing to head off any complaint that the pax was threatening to send.

 

[Quickstatus]

I don't like surveys in general. The last two surveys were quite directed in their questions and did not address the issues I wanted to address.

My local Toyota dealership advises all customers to please fill out the customer surveys but if there was anything negative to please speak with the dealership first to resolve it before filling out survey.

 

[MEL_Traveller]

I received one in CX J last year. I'm not sure if they gave them to everyone or just me; the FA who gave it to me had been extremely friendly and attentive to me in particular throughout the flight so I was a really obvious safe bet for a good feedback survey.

Haha. I had a similar experience on CX - crew member was totally OTT. When I selected a main course the response was 'oh that's a great choice - my favourite' and stuff like that. After dinner they came to ask me to fill out a survey and I declined (I had been asked to fill them out on 6/6 sectors)

lemme tell ya, breakfast service wasn't quite to the same OTT level! (I was more than happy with that, I could watch more TV )

 

[Mattg]

I was asked to fill out a survey on the purser's iPad on a UL flight last week. A few other J passengers were asked too. I was told that filling it out would put you in the draw to win a free business class flight to Europe.

One of the questions asked my to rate my top 3 international airlines. I wanted to choose Qantas as my number 1 option but it wasn't on the list...

 

[Foreigner]

I was asked to fill out a survey on the purser's iPad on a UL flight last week. A few other J passengers were asked too. I was told that filling it out would put you in the draw to win a free business class flight to Europe.

One of the questions asked my to rate my top 3 international airlines. I wanted to choose Qantas as my number 1 option but it wasn't on the list...

View attachment 63547

UL probably list those carriers in its competitor set...you recall which others were?

 

[MEL_Traveller]

UL probably list those carriers in its competitor set...you recall which others were?

Looks like Ryan Air and Aeroflot are both on the list.

 

[Mattg]

UL probably list those carriers in its competitor set...you recall which others were?

There were a lot of carriers listed - it was pretty comprehensive. There was also more than one that weren't spelt correctly.

 

[Fiches Mouser]

Haha. I had a similar experience on CX - crew member was totally OTT. When I selected a main course the response was 'oh that's a great choice - my favourite' and stuff like that. After dinner they came to ask me to fill out a survey and I declined (I had been asked to fill them out on 6/6 sectors)

This happened to me on CX yesterday! She seemed to be CSM and was being significantly friendlier than the rest of the crew. I thought, this is nice!

Sure enough, after breakfast, she came around to ask "if I had time, would I mind completing a survey blah blah blah".

I did, and I was pretty harsh since some of the other crew weren't particularly great.

It just makes the service seem so superficial once the survey comes out.

 

[marki]

This also happened to me and I think maybe to many times ( on Qantas) however I should have been harsher.

 

[Gabriel]

I've only been asked once to complete one on a flight (Qantas). Didn't have any complaints so they scored highly.

 

[Quickstatus]

I will only fill out onboard survey if it is blinded to the cabin crew.