Hi,
I have had several email requests for a fuller recollection of the discussion and scenarios in my recent interactions with Woolworths EDR surveys. Please could other posters join in with theirs as I would be interested to know how targeted they were and did they offer different scenarios .
Here goes.
First the personal interview and then the online survey.
It was harder to remember the interview as it was all verbal except for some printed scenarios.
Almost all questions in the “one on one” session related to my satisfaction with the ability to use QFF points earned as part of the Every Day Rewards program from the big 4 ( Woolies, Big W, BWS, Caltex). His introduction referred to, among other things, Qantas status levels and ability to get international travel with Qantas in terms of upgrades and business award seats.
There were some questions re preference for alternative rewards from my EDR spend.
There were various scenarios presented including where “Woolworths” points could be converted to an “Australasian” ( their words) based airline’s FFProgram plus, in addition, the customer would be offered an elite “status” level increase once a certain predetermined threshold of “Woolworths” points were earned. The actual level varied in different scenarios. One I can remember was 50,000 (points I think not dollars).
Another scenario was the situation where QFF points were retained as a reward choice, with no change in terms of QFF earnings but, once again a certain spend threshold was reached , the points earn per dollar spent would double. The question was would this make me happier with getting QFF points. No! In my case as I want to use my points to travel to the USA and Canada for my spouse and myself .I just can’t get business class unless you have heaps of time, book 11 months ahead and are prepared to travel via HKG and accept a 12-24 hour stopover there.
There some reference to complaints, I assume to EDR, where customers were able to access a suitable reward on Qantas or One World, the flights were rescheduled or cancelled. The feedback was that without status, the ability to regain a close to previous schedule or retain the J seating or upgrade was problematic. Qantas customer service attitude was reported along the lines as not wanting to know the EDR customer without status. It sounds like some of our naive colleagues actually approached EDR for assistance in that situation.
The online survey was quite comprehensive taking over 30 minutes and in retrospect I should have captured some screen grabs for dissemination.
The questions were surprising complicated and actually required some thought.
It was a more general one aimed at increasing my shopping spend at Woolworths stores vs Coles, Aldi etc .
Some of the scenarios presented included continuation of earning QFF points but they were in the minority.
It appeared a devaluation was coming ie points per dollar earned eg as with in store Big W now. There was an scenario to make that more attractive by offering $s off certificates, goodies bags, cake for your birthday, and paying points from first dollar rather than after $30 and others I cannot remember.
The term “Woolworths Points “was regularly mentioned as an option.
When QFF was mentioned, the “conversion” was a two dollar spend getting one QFF point. There were questions re how useful QFF points were - even asking how useful they were for award vs upgrade and domestic vs international redemptions.
I guess that less than 10% of scenarios gave an option to continue earning QFF points as a reward
My overall impression was that
QFF points earn are on the way out
EDR is aiming to reduce your overall reward earn.
I hope this helps.
