QF now the 13th most distrusted brand in Australia (Roy Morgan)

[oz_mark]

Why do the people surveyed trust Woolies and Coles so much? Woolies treat their staff horribly, but I guess you can trust them to profit whilst jacking up prices and screwing over our farmers.

I don't put much stock in these rankings.

I think there is something to be said for the relative positions of the companied to each other. Their absolute position in the lists, not so much

 

[Himeno]

Perhaps the supermarkets and burnings don’t have things that can go wrong? No call centres. No unpredictable things like weather, or overselling. No dodgy overseas call centres.

With coles, woolies and the like I get exactly what it says on the box. And staff at least seem empowered to do the basics… item mis-scans on price? Check out agent authorises a refund. Don’t like a product? Take it back and get a full refund. Lots of bonus offers that post on time? Tick.

They do have call centers. For example, Woolworths has a customer service call center based upstairs in the Mascot CFC (online picking store).

Maybe people trust Woolies and Coles because when a product in your on line order is not delivererd, you tell them and you get an immediate refund. Or if a product is not up to scratch they refund you. Or if your points don't arrive they will quickly rectify it.

You do that too many times, and your orders start getting audited before they get loaded on the truck and they'll stop refunding you for the "missing" item by default.

 

[Rich]

You do that too many times

I wouldn't know

 

[Quickstatus]

Roy Morgan release about the poll

Hellstra remain on the naughty corner podium. Fair.

 

[justinbrett]

It's not all that meaningful comparing brands of unrelated industries.

When a similar claim was made about QF in another thread, we found that all major airlines fared badly, most more than QF.

The only reliable way to measure this is by customers voting with their wallets.

 

[Pushka]

It's not all that meaningful comparing brands of unrelated industries.

When a similar claim was made about QF in another thread, we found that all major airlines fared badly, most more than QF.

The only reliable way to measure this is by customers voting with their wallets.

But hasn't Qantas cornered this market by lobbying the Govt to restrict others ability to fly here?

 

[justinbrett]

But hasn't Qantas cornered this market by lobbying the Govt to restrict others ability to fly here?

With two flights to Europe? And no restriction on any of the competitive markets like USA, NZ, Singapore, China, Japan, UK, India...

 

[odysseus]

It's not all that meaningful comparing brands of unrelated industries.

When a similar claim was made about QF in another thread, we found that all major airlines fared badly, most more than QF.

The only reliable way to measure this is by customers voting with their wallets.

Per the linked article, Qantas has the lowest rating of any airline, including its junior budget brand, Jet*.

Wallet has its own problems - corporate contracts, market, availability and time are all factors.

 

[RooFlyer]

As a shareholder, you're over the moon,

I don't know about that. Is this what you want over the period when they have announced a huge profit? And no dividend; just a share buyback to clean out the 'non believers'.



I can't get period for AJ's tenure, nor 'total returns'.

It's not all that meaningful comparing brands of unrelated industries.

It is when the basket of companies is more-or-less static and the same question is asked over a period of time. If you go way down relative to others, you are doing something wrong, or the others above you are all doing something very right.

 

[justinbrett]

Qantas has the lowest rating of any airline, including its junior budget brand, Jet*.

And that in itself shows how garbage this "research" is.

QF is the dominant player in this market and thus is subject to most of the media coverage - like BA in the UK, AA/UA in the US, NZ in NZ. Wouldn't surprise me if 80% of the respondents don't even hold a passport.

QF stories get clicks - yet when there's similar issues on other airlines, it goes unreported. QF travel credits? No mention of VA travel credits (that are still set to expire this year). QF chairmans lounge? Most people don't even know VA have an equivalent that MPs are also members of (Beyond). QF cancelled 10% of SYD-CBR? Absolutely no mention that VA cancelled 10.5% of the much higher density & more frequent route SYD-MEL; and their OTP is now 59%.
Absolutely nothing but crickets in the media about it.

It's like politics, some people can't fathom how others vote for the other side, yet they do. People still seem to be flying QF. I'd welcome it if others swore of flying QF and leave the cheaper fares and award seats to others, but I don't see it happening.

 

[Pushka]

And that in itself shows how garbage this "research" is.

QF is the dominant player in this market and thus is subject to most of the media coverage - like BA in the UK, AA/UA in the US, NZ in NZ. Wouldn't surprise me if 80% of the respondents don't even hold a passport.

QF stories get clicks - yet when there's similar issues on other airlines, it goes unreported. QF travel credits? No mention of VA travel credits (that are still set to expire this year). QF chairmans lounge? Most people don't even know VA have an equivalent that MPs are also members of (Beyond). QF cancelled 10% of SYD-CBR? Absolutely no mention that VA cancelled 10.5% of the much higher density & more frequent route SYD-MEL; and their OTP is now 59%.
Absolutely nothing but crickets in the media about it.

It's like politics, some people can't fathom how others vote for the other side, yet they do. People still seem to be flying QF. I'd welcome it if others swore of flying QF and leave the cheaper fares and award seats to others, but I don't see it happening.

I'd expect but don't have the numbers, that Qantas has a higher consumer base than Virgin, so the Qantas experience has been pretty rubbish for more people, for an airline whose marketing is brilliant but where the hard product simply isn't.

 

[Daver6]

In my experience the one and only time I did online shopping with Woolies they substituted a product I did not order because they couldn't provide the one I did. Would have been better to supply the smaller/larger size of the same product rather than a completely different brand or refund immediately. Then I had to chase up to complain and get a refund for the dud item which was binned as not of a quality I would consume, but obviously ymv.

I find both Coles and Woolies are frequently prone to having none of advertised items on shelf, basically when the items I want go on special they seem to disappear from the shelf (no it isn't sold out) but miraculously reappear the day after the special ends - especially true with sparkling water.

Firstly, I don't see how your shopping experience at Woolies has much to do with this thread's topic. Secondly, just tick the do not substitute option next time you shop online. Problem solved.

 

[Quickstatus]

The only reliable way to measure this is by customers voting with their wallets.

The other reliable indicator is to measure the amount of complaints in comparison to other businesses. ACCC alleges it receives more complains about Qantas than any other Australian business.

 

[Lynda2475]

Firstly, I don't see how your shopping experience at Woolies has much to do with this thread's topic.

Well just indicating results re Trust in the refenced report (which is not just about Qantas) do not align with my own experience. I do not trust Woolies to do the right thing. In fact they rate very low IME but as always ymmv.

 

[Himeno]

Well just indicating results re Trust in the refenced report (which is not just about Qantas) do not align with my own experience. I do not trust Woolies to do the right thing. In fact they rate very low IME but as always ymmv.

Same here. I don't understand how the major supermarkets get so much "trust" in these brand rankings. The only reason I shop there is because I have a staff discount.

 

[prozac]

No need to explain the reasons, I think everyone who reads the financial pages knows of the poor corporate decisions made, even as late as the past 6 months, but the entire Qantas board needs to resign with immediate effect. None are immune from what has gone on. As a director I know I would suffer serious consequences for similar behaviour.

 

[Pushka]

No need to explain the reasons, I think everyone who reads the financial pages knows of the poor corporate decisions made, even as late as the past 6 months, but the entire Board needs to resign with immediate effect. None are immune from what has gone on. As a director I know I would suffer serious consequences for similar behaviour.

We all know they only target the small people. Easy pickings.

 

[prozac]

In my experience the one and only time I did online shopping with Woolies they substituted a product I did not order because they couldn't provide the one I did. Would have been better to supply the smaller/larger size of the same product rather than a completely different brand or refund immediately. Then I had to chase up to complain and get a refund for the dud item which was binned as not of a quality I would consume, but obviously ymv.

I find both Coles and Woolies are frequently prone to having none of advertised items on shelf, basically when the items I want go on special they seem to disappear from the shelf (no it isn't sold out) but miraculously reappear the day after the special ends - especially true with sparkling water.

In response to an email offer I made an online order with Coles. They left an item out and in 6 months I cannot get them to reimburse me the cost.

 

[serfty]

No mention of VA travel credits (that are still set to expire this year).

I guess they were a lot easier to redeem.

Moreover, since VA basically went bust, ordinarily there wouldn't have been any such ...

 

[RooFlyer]

Absolutely nothing but crickets in the media about it.

In which case you will probably agree with me that life is so very, very unfair.