Qantas Frequent Flyer Survey... suspicious timing

[ComeFlyWithMe]

One would expect to do a survey before announcing program changes, but not Qantas.

Who got the survey, and what feedback will you be providing?

 

[simongr]

No survey here. Didnt someone else complain about the survey very shortly before the changes were announced as well?

 

[markis10]

QF do surveys all the time, which is a good thing if they pay attention to the results in terms of what is being said versus what they want to hear:

The Australian Frequent Flyer Online Community - The Australian Frequent Flyer

 

[trippin_the_rift]

Someone trying to justify their decisions at QFF... the survey is full of loyalty questions.

 

[ComeFlyWithMe]

I made sure to note my disappointment with recent programme changes in my responses.

I have also highlighted lack of award flight availability as a WP, which will only be further diluted when PS get preferential availability also.

 

[QF WP]

I got my email at 2.15pm today and am sitting down now to look at it. One can be cynical (that it has hastily been put togethe after receiving volumes of comments - both good and bad - from members directly and through Forums like this and Flyertalk) cobbled together to guage reaction); or alternatively was already part of their post-release marketing plans.

I know which ones the cynics believe but I am sitting on the fence (ouch). Red Roo probably knows for sure

 

[MatF]

No survey for me, sadly.

 

[TonyHancock]

I know which ones the cynics believe but I am sitting on the fence (ouch). Red Roo probably knows for sure

I'm sitting on the fence too. Didn't seem to me like a reactive survey, seemed to be more planned......but hey I know nothing about survey planning!

 

[kiwial]

One would expect to do a survey before announcing program changes, but not Qantas.

Who got the survey, and what feedback will you be providing?

Survey came through this afternoon.

I'm somewhat cynical at the timing, however have made the most of the opportunity to let QF know how I feel, which had they asked the questions prior to the enhancements, they would have the same feedback from me, albeit with a more conciliatory tone. I would also hope that as result some of these enhancements may not have been implemented.

My major gripes are the removal of anytime lounge access, lack of perceived value between tiers (Platinum is now just Gold +), loyalty to members, award seat availability and the increase in partner gold attainment level (not that this has affected me personally as I easily meet the revised level, however I have colleagues that will be affected). There were a few other points, but not of any major consequence.

Let's see what they do with the survey results!

 

[PineappleSkip]

No survey for me. I wonder if it was just AUS based members that were surveyed:?:

 

[simongr]

Why are people being cynical? I am not even sure there is anything to be cynical about.

QF just announced major changes to the program - they are now doing a survey to see how people perceive those changes.

Two possible outcomes:

1 - Lots of negative feedback and rants about anytime access leads to a reversal of policy
2 - No major issues and very limited comments about anytime access leads to no change as the majority of surveyed members don't care

Surely this is could business practice by QF?

 

[medhead]

I haven't seen a survey yet. Might have to check my email.

Are people being cynical? The worst that I've seen here is a somewhat cynical. Given that surveys can be missed used by the wording of the questions whether planned or not, there could still be room for cynicism.

 

[JetLagged]

No survey received here! Darn, and I was ready to tell Herr Joyce what I thought of the devaluing of my hard-earned WP!

 

[QF WP]

I'm doing the survey now. I'm going to post the questions, but not the answers. This will give members wgo haven't done it yet (or received it), time to consider their answers before entering the survey:

2. We'd now like to ask you some questions about the Qantas Frequent Flyer program.
On a scale of 0-10, based on your experience with the Qantas Frequent Flyer program, how likely are you to recommend the program to a friend, family member or colleague?

3. Below you will see a list of statements that could be said about the Qantas Frequent Flyer program. How much do you agree or disagree with each of these statements?

My points won't expire before I am able to redeem them for a reward
The program offers flexibility on how I use my points
Makes changes to the program designed to benefit its members
Earning points is made easier through the wide variety of partners that reward you with Qantas Frequent Flyer points
It is easy to understand how the Qantas Frequent Flyer program works
Qantas Frequent Flyer communications to members are clear and easy to understand
Has a range of ways to earn points that fit with my lifestyle
The rewards I want will be available when I want to redeem
Qantas Frequent Flyer has a wide range of rewards
Being a member enhances my travel experience when flying with Qantas
Qantas Frequent Flyer offers one or more rewards that appeal to me
You can earn enough points to redeem rewards even if you don't fly regularly


then:

You gave a rating of x out of 10 to the following following statement...

Makes changes to the program designed to benefit its members
Can you please tell us why you gave this rating?
Please provide as much detail as possible

4. We would like to ask you a few questions to finish
What is your age?
Please record your gender
What is your postcode?

5. Do you have any dependent children living in your household?

6. And which of the following age groups do your children fall into who are still living at home?
Please select as many as apply

7. Which of the following best describes your current work status?

8. And do you fly for work?

9. Into which of the following income brackets does your total household income fall (before tax)?

10. And what is the occupation of the main income earner in the household?

11. How would you best describe yourself...? (4 responses)

And finally, would you be willing for Qantas Frequent Flyer to receive your individual responses from this survey to store with your personal information to be used for program development (including delivering program benefits to you), in accordance with the Qantas Frequent Flyer terms and conditions?
For more information on how Qantas collect, use and disclose personal information collected about you, please refer to the Qantas Privacy Statement and the Qantas Frequent Flyer terms and conditions.

12. Finally, please add any comments you have regarding this survey

 

[codash1099]

I'm doing the survey now. I'm going to post the questions, but not the answers. This will give members wgo haven't done it yet (or received it), time to consider their answers before entering the survey:

2. We'd now like to ask you some questions about the Qantas Frequent Flyer program.
On a scale of 0-10, based on your experience with the Qantas Frequent Flyer program, how likely are you to recommend the program to a friend, family member or colleague?

3. Below you will see a list of statements that could be said about the Qantas Frequent Flyer program. How much do you agree or disagree with each of these statements?

My points won't expire before I am able to redeem them for a reward
The program offers flexibility on how I use my points
Makes changes to the program designed to benefit its members
Earning points is made easier through the wide variety of partners that reward you with Qantas Frequent Flyer points
It is easy to understand how the Qantas Frequent Flyer program works
Qantas Frequent Flyer communications to members are clear and easy to understand
Has a range of ways to earn points that fit with my lifestyle
The rewards I want will be available when I want to redeem
Qantas Frequent Flyer has a wide range of rewards
Being a member enhances my travel experience when flying with Qantas
Qantas Frequent Flyer offers one or more rewards that appeal to me
You can earn enough points to redeem rewards even if you don't fly regularly


then:

You gave a rating of x out of 10 to the following following statement...

Makes changes to the program designed to benefit its members
Can you please tell us why you gave this rating?
Please provide as much detail as possible

4. We would like to ask you a few questions to finish
What is your age?
Please record your gender
What is your postcode?

5. Do you have any dependent children living in your household?

6. And which of the following age groups do your children fall into who are still living at home?
Please select as many as apply

7. Which of the following best describes your current work status?

8. And do you fly for work?

9. Into which of the following income brackets does your total household income fall (before tax)?

10. And what is the occupation of the main income earner in the household?

11. How would you best describe yourself...? (4 responses)

And finally, would you be willing for Qantas Frequent Flyer to receive your individual responses from this survey to store with your personal information to be used for program development (including delivering program benefits to you), in accordance with the Qantas Frequent Flyer terms and conditions?
For more information on how Qantas collect, use and disclose personal information collected about you, please refer to the Qantas Privacy Statement and the Qantas Frequent Flyer terms and conditions.

12. Finally, please add any comments you have regarding this survey

Oh how I wish I had received this particular survey. I usually only get the non-controversial ones.

 

[coyote25]

Oh how I wish I had received this particular survey. I usually only get the non-controversial ones.

Never get these surveys despite willing to do so. As a former WP+, WP and now SG (plus stored 17 month paid QC). I thought they might ask me one day especially with the decline in flights recently.

I've even given praise in the past but still no survey!

 

[ReLoad]

Nope, no survey for me either, some rather personal questions there, especially if they do the linking to our accounts.

 

[Flashback]

I certainly know what I would be answering for the 2nd question! Wait... does it give option of negative numbers?

 

[Leumas]

The way the questions and answers are phrased, they do seem to be rather self-justifying... However, I'm willing to give them the benefit of the doubt.

It's good that at least they'd some free-text answers. Also note that if you answered zero for some of the questions, you'd be asked to explain yourself.

 

[kamchatsky]

I received the survey. I am only a QF NB.

For some parts of the survey, I have put strongly disagree ....