New survey from “confirmit” focusing on service & brand
Aug 7, 2017, 9:17 am
#16
Join Date: Aug 2014
Posts: 995
Received it - filled it in - and yes it appears to be focussing on brand damage/how can BA improve.
I gave then quite a lot of areas in which they can improve - it will be interesting to see if anything happens. My guess - not a lot as Walsh and his gofer Cruz realise to improve involves spending some of their cash mountain.
I gave then quite a lot of areas in which they can improve - it will be interesting to see if anything happens. My guess - not a lot as Walsh and his gofer Cruz realise to improve involves spending some of their cash mountain.
Aug 7, 2017, 9:24 am
#17
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,924
Well I received a survey from conformit yesterday which asked about my impressions/attitude to my recent flight from check-in through lounge offering, on-board and arrival.
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.
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.
Aug 7, 2017, 10:04 am
#18
Join Date: Jul 2009
Location: Dorset, UK
Programs: BA GGL
Posts: 635
On at least one question it specifically mentions the GGL priority line so I imagine it is targeted at GGL only. I've had a after flight survey from two different firms recently I think so fully expect this is where confusion is.
Aug 7, 2017, 10:24 am
#20
Join Date: Oct 2009
Location: SFO, LON
Programs: BA GGL/CCR, Bonvoy Tit, Hilton Dia etc etc
Posts: 2,354
I have not one, but two copies of it in my private inbox. Not sure why, might poke at both 
Will get to it some time on the weekend, I expect. Not keeping my hopes high. My experience in recent years as someone who has left airlines in a similar position to BA right now and given detailed feedback all times when asked is that this is a futile exercise.
There's always some poor well meaning soul on the exec leadership team who argues it's time to do a proper survey with customers of one type or another. This has relatively little correlation to any actions resulting from this. It's just the CEO saying "Oh, OK, go on then ...", doesn't do well to expect anything much to happen from this.
Will get to it some time on the weekend, I expect. Not keeping my hopes high. My experience in recent years as someone who has left airlines in a similar position to BA right now and given detailed feedback all times when asked is that this is a futile exercise.
There's always some poor well meaning soul on the exec leadership team who argues it's time to do a proper survey with customers of one type or another. This has relatively little correlation to any actions resulting from this. It's just the CEO saying "Oh, OK, go on then ...", doesn't do well to expect anything much to happen from this.
Aug 7, 2017, 11:02 am
#22
Join Date: Feb 2014
Location: ±38,000 feet
Programs: LH HON, BA GGL, AF Plat, EK Plat
Posts: 6,428
Got the email ignored it as I thought it was another one of those obnoxious emails after flight as I just landed.
gonna fill it in now that you told me it ain't the usual stuff
gonna fill it in now that you told me it ain't the usual stuff
Aug 7, 2017, 1:54 pm
#25
Join Date: Mar 2015
Programs: BA GGL
Posts: 2,447
Yep, spent a long time filling it out. Mainly because of the huge amount of text and numbered/bulleted examples I wanted to provide.
The survey is a response to the hounding BA is getting in the media, I would think. It's a sign that satisfaction has slipped (and maybe volumes/revenue, who knows).
The survey is a response to the hounding BA is getting in the media, I would think. It's a sign that satisfaction has slipped (and maybe volumes/revenue, who knows).
Aug 7, 2017, 2:14 pm
#26
Join Date: Dec 2009
Location: Arizona
Programs: BA (GGL G4L), AA (Gold), HH (Diamond); Marriott (Gold)
Posts: 3,011
This is by far the best survey BA has sent out in terms of most of the questions actually being relevant to my experiences in flying BA.
It did have an interesting side effect though, which is that a couple of the questions reminded me of all the benefits we receive with GGL as well as a few I was not aware of. For example, I had no idea that Gold and higher receive a status tier with Langham Hotels.
It did have an interesting side effect though, which is that a couple of the questions reminded me of all the benefits we receive with GGL as well as a few I was not aware of. For example, I had no idea that Gold and higher receive a status tier with Langham Hotels.
Aug 7, 2017, 2:40 pm
#30
Join Date: Mar 2015
Programs: BA Gold, MM Senator, FB Silver, HH Gold, Marriott Platinum, SPG Gold
Posts: 83
Received and filled it. Not GGL. Asked how can make BAEC fairer and I replied "rewarding tier points based on actual money spent not just distance". I know they are not going to change it but at least I voiced my view.