New survey from “confirmit” focusing on service & brand
#1
Original Poster
Join Date: Nov 2004
Location: Ireland
Programs: VS Silver, EK Gold, BA GGL/CCR
Posts: 487
New survey from “confirmit” focusing on service & brand
Hi,
Not sure if anyone else received this survey but it was the most detailed I’ve received in recent years and seems to focus on questions related to brand damage and service deterioration.
Questions along the lines of “why has your travel reduced” with answer options like bad press, negative view from comments, service deterioration, poor connections experience etc. (obviously I’m paraphrasing here but that was the general tone).
I wonder if we’re approaching the bottom of the curve and if the cuts are now affecting yields?
Based on my own travel pattern they’ve lost a lot of business this year through cost cutting / customer service resolution type issues.
Anyone else get similar?
Not sure if anyone else received this survey but it was the most detailed I’ve received in recent years and seems to focus on questions related to brand damage and service deterioration.
Questions along the lines of “why has your travel reduced” with answer options like bad press, negative view from comments, service deterioration, poor connections experience etc. (obviously I’m paraphrasing here but that was the general tone).
I wonder if we’re approaching the bottom of the curve and if the cuts are now affecting yields?
Based on my own travel pattern they’ve lost a lot of business this year through cost cutting / customer service resolution type issues.
Anyone else get similar?
#5
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,124
Nothing in my Golden In-box
Perhaps they might send me one after our JER-LGW/LHR-DUB on Wednesday ... with subsequent onward sectors on AA to OGG, but on a BA PNR. That might give them a clue!
Perhaps they might send me one after our JER-LGW/LHR-DUB on Wednesday ... with subsequent onward sectors on AA to OGG, but on a BA PNR. That might give them a clue!
#11
Join Date: Oct 2005
Location: South East, UK
Programs: BA Gold / GfL, Hilton Diamond
Posts: 2,431
I got it too (GGL). Clearly someone at Waterside has realised they are losing business and are doing some real damage to their most loyal customer base.
I invested a fair amount of time giving detailed answers to some of their questions (something I rarely bother to do with such surveys).
I invested a fair amount of time giving detailed answers to some of their questions (something I rarely bother to do with such surveys).
#12
Original Poster
Join Date: Nov 2004
Location: Ireland
Programs: VS Silver, EK Gold, BA GGL/CCR
Posts: 487
I got it too (GGL). Clearly someone at Waterside has realised they are losing business and are doing some real damage to their most loyal customer base.
I invested a fair amount of time giving detailed answers to some of their questions (something I rarely bother to do with such surveys).
I invested a fair amount of time giving detailed answers to some of their questions (something I rarely bother to do with such surveys).
#14
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,883
I suspect this is a GGL specific survey, there are references to benefits only given to GGLs and many relating to recognition.
#15
Join Date: Apr 2005
Location: OOL/DOH
Programs: QF LTS WP, Avis Pres Club, HH Diam.
Posts: 3,192
I am not GGL nor BAEC. It may be a different survey administered by the same company but it did ask a lot of questions about what I had heard/read compared to what I experienced.