Senior Moderator; Moderator: Lufthansa Miles & More, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 20,917
I got the invite yesterday:
Code:
Dear Mr. xxxx,
As a valued frequent flyer, we would appreciate your relevant feedback which will help us to improve the Star Alliance products and services to further enhance your seamless travel experience.
This online survey is supported by marketmind* who ensures that your personal data and all information that you provide is kept strictly confidential and will not be used for any marketing activities and/or any purposes other than this survey. All results of this survey will be anonymized and shared with the Star Alliance member airlines and Star Alliance Services GmbH only.
To complete the satisfaction survey, please click on the following link: Start the Star Alliance Survey
The completion of the questionnaire will take approximately 10 minutes. The survey will be available for the following two weeks.
Thank you very much for your worthy contribution!
Took some screenshots, will upload them on Monday!
So, any positive opinions?
I have mostly complained on poor quality, not being recognized as *G, no complimentary upgrades and 'award tickets' that have award in the name only.
Mostly questions about what made you feel like a valued priority member on Star and also on any other alliances you are an elite in. Wasn't really a lot of scope in the questions to specifically hammer the 'enhancements" other than the comment sections.
Programs: LH Miles and More, DL SkyMiles, CX Marco Polo, Starwood, Marriott
Posts: 556
Survey on specific flight experience
This is the first time I have received a survey from LH asking me to discuss a specific, non LH *A Partner flight experience.
Besides the flight-specific questions (did you use the lounge, did you receive priority boarding, were your greeted on-board, etc.) The questions seemed aimed at comparing the generic *G experience to M&M and other alliance programs (since I indicated in an early question that I am also a member in other Airline alliances). There were several questions aimed at the luggage handling experience (were you bags given priority tags, did it matter in terms of priority delivery at baggage claim, etc.).
The flight in question (UA51--FRA/EWR on 11Feb13) seemed to be particularly heavy with LH code-share people (including me), and UA pulled last minute equipment switch, replacing the usual 767 with an ancient 757 (tail number 101) that had the crappiest cabin I have ever seen in international service in the first world. In general the machine looked like it desperately needed a parking space in the Arizona desert...
Due to seat-assignment irregularities (I suppose due to last minute equipment change), the boarding process was a disaster.
The flight attendant told me it was a last minute change because of low demand (he mentioned Fasching-week as an excuse in particular, and he was also the one who told me there were a lot of LH code-share pax on board).
I wonder if a lot of people complained about the flight...
The survey letter itself was politely generic, but it is still irritating to be so blatantly lied to in the opening paragraph...
*************************
Sehr geehrter Herr N1003U,
ihre Zufriedenheit als Vielflieger ist uns sehr wichtig.
Deswegen bitten wir Sie heute um Ihre ehrliche Meinung,
die uns helfen wird unseren Service noch weiter zu verbessern.
Sie sind am 11.2.2013 mit unserem Partner von FRA nach EWR mit UA51 geflogen.
Wir laden Sie deshalb dazu ein, an einer Befragung zu diesem Flug teilzunehmen.
Mit der Durchführung dieser Online-Umfrage haben wir das
Marktforschungsinstitut marketmind* beauftragt. Zusammen stellen wir sicher,
dass alle persönlichen Daten und Informationen streng vertraulich behandelt werden.
Wir versichern Ihnen, dass wir diese Informationen zu keinen anderen
Zwecken, als für diese Umfrage verwenden und keinesfalls für
Marketingaktionen nutzen werden. Alle Ergebnisse dieser Erhebung werden
streng anonym behandelt und ausschließlich den Fluggesellschaften der Star
Alliance sowie der Star Alliance GmbH zur Verfügung gestellt.
Klicken Sie bitte auf den unten angeführten Link, um die Befragung zu starten
oder kopieren Sie den vollständigen Link und fügen Sie ihn in das Fenster
Ihres Internet-Browser ein. Achten Sie bitte darauf, dass Sie den kompletten
Link kopieren, da eventuell ein Zeilenumbruch erfolgen kann.
Starten der Star Alliance Umfrage.
Das Ausfüllen des Fragebogens wird ca. 10 Minuten in Anspruch nehmen.
Bitte füllen Sie den Fragebogen so bald wie möglich aus,
spätestens jedoch innerhalb der nächsten 7 Tage.
Vielen Dank für Ihre Zeit und Unterstützung!
Mit freundlichen Grüßen
Harald Deprosse
Vice President Miles & More
Deutsche Lufthansa AG
Programs: LH Miles and More, DL SkyMiles, CX Marco Polo, Starwood, Marriott
Posts: 556
I was asked to fill out this survey on 04May on board LH427 (PHL-FRA). This is the first written survey I have received in a while (perhaps I have had luck to avoid them), and I was wondering if others have been getting more or less of these on-board surveys lately, and what the general opinion of them is. In particular:
--Is LH, in your opinion, asking the right questions?
--Does taking time to fill out these surveys make a difference, i.e., should I believe that LH REALLY wants to know my needs, wants, desires, and insights as a customer, or are these surveys just manipulative tools to extract data that “confirms” decisions that have already been made? (the truth is probably somewhere in between, but I am interested to hear others opinions on LH responsiveness to customers).
Note: emphasis, translation, capitalization, and spelling in the survey are those of LH--I simply copied from the printed form. I compared the German survey with the English one, and they were equivalent, but in a few places, the survey appears to be a little bit too literally translated for my taste:
--sometimes causing one to re-read a couple of times to understand what is intended-- e.g., aktuell and actual do not have the same meaning
--and sometimes providing a little bit of humor , e.g., using an exclamation point with the imperative form in English has a somewhat different connotation than in German—e.g., Please assess your current flight now!
********
Your opinion is valuable to us!
Dear Passenger,
We will do the utmost to insure that the service we offer meets your personal requirements. May we therefor kindly request you to give us your opinion by filling in this short questionnaire. Please take a few minutes during your flight to answer our questions. Your flight attendant will collect this questionnaire shortly before landing.
Please think of your previous experience with Lufthansa irrespective of the flight.
In general, how would you assess the service offered by Lufthansa?
(1=excellent to 6=poor)
How probable is it that you will decide in favour ofLufthansa again for your next flights – if you are able to?
(1=certain, 6=definitely not)
Would you recommend Lufthansa without any reservation to colleagues, friends or acquaintances?
(1=certain, 6=definitely not)
Please assess your current flight now!
Which Lufthansa flight are you currently travelling on?
(Flight number, Date, Departure city, Arrival city)
Which class are you traveling in today?
(First, Business, Economy)
What is the main reason for this trip?
(Business, Visiting journey, Touristic)
I am traveling with children
(yes, no)
Did you transfer from Lufthansa or another airline onto your current flight?
(no, yes from [specify airline], yes from Lufthansa)
If yes: The transfer procedure went smoothly
(1 = applies totally, 6 = does not apply at all)
Flight schedule
The scheduled departure and arrival times of this Lufthansa flight listed in the flight schedule meet my requirements
(1 = applies totally, 6 = does not apply at all)
The frequency of Lufthansa flight connections for this route correspond to my travelling requirements
(1 = applies totally, 6 = does not apply at all)
Lufthansa and its cooperation partners offer a route network which corresponds to my travelling requirements
(1 = applies totally, 6 = does not apply at all)
Check-in/Service at the airport
At which airport did your actual trip begin today?
(Check-in airport)
Where did you check in for this Lufthansa flight?
(At the Check-in counter, Mobile check-in (via mobile phone), By telephone via the Lufthansa Service Center, At the Check-in automat, Online Check-in)
Did you have to wait in line at the Check-in today?
(no, if yes approx. how many minutes)
Did you find the waiting period at the Check-in acceptable?
(yes, no)
The procedure was quick and without any problems
(1 = applies totally, 6 = does not apply at all)
The Check-in area at the airport was tidy and had a pleasant appearance
(1 = applies totally, 6 = does not apply at all)
If you checked in at the Check-in counter:
Did you check in with Lufthansa?
(yes, if no with which airline)
If yes, at which LH counter?
(First, Business, Economy)
The staff at the Check-in counter was friendly and helpful
(1 = applies totally, 6 = does not apply at all)
The staff at the Check-in counter was competent
(1 = applies totally, 6 = does not apply at all)
If you checked in at the Check-in automat:
The Check-in automat was easy to operate
(1 = applies totally, 6 = does not apply at all)
If you checked in on-line or by mobile phone
The online/mobile check-in was easy to use
(1 = applies totally, 6 = does not apply at all)
If you checked in baggage at the drop-off counter:
The drop-off procedure was quick and without any problems
(1 = applies totally, 6 = does not apply at all)
Did you find the waiting period at the baggage drop-off counter acceptable?
(yes, no)
The boarding procedure at the Check-in airport was efficient and without any problems
(1 = applies totally, 6 = does not apply at all)
All in all, the service and customer handling by Lufthansa at the Check-in airport corresponded to my needs
(1 = applies totally, 6 = does not apply at all)
Did you have to wait at the security checkpoint today?
(if yes, approx. how many minutes, no)
Did you find the waiting period at the security checkpoint acceptable?
(yes, no)
Stay in the Lounge
Did you visit a lounge in the course of your current trip today?
(if yes which airport, no)
Which kind of lounge did you visit?
(LH Senator Lounge, Another Lounge [e.g. Star Lounge, Airport Lounge], LH Business, Lounge, First Class Lounge, First Class Terminal)
Sufficient seats were available
(1 = applies totally, 6 = does not apply at all)
The drinks/snacks offered met my requirements
(1 = applies totally, 6 = does not apply at all)
The staff at the reception desk was friendly and helpful
(1 = applies totally, 6 = does not apply at all)
The service staff in the Lounge was friendly and helpful
(1 = applies totally, 6 = does not apply at all)
The atmosphere in the Lounge was pleasant
(1 = applies totally, 6 = does not apply at all)
The Lounge was tidy and well-maintained
(1 = applies totally, 6 = does not apply at all)
Punctuality of departure
I am satisfied with the punctuality of this Lufthansa flight
(1 = applies totally, 6 = does not apply at all)
If this departure was late:
How long was the delay in departure?
(minutes)
At the airport, was the information provided by Lufthansa on the delayed departure sufficient for you?
(yes, no)
Is sufficient information on the delay given on board?
(yes, no)
During your current flight
The flight attendants are friendly
(1 = applies totally, 6 = does not apply at all)
The flight attendants are attentive and approachable to me
(1 = applies totally, 6 = does not apply at all)
The flight attendants give the impression of efficiency and competence.
(1 = applies totally, 6 = does not apply at all)
All in all, the flight attendants have left a very positive impression with me
(1 = applies totally, 6 = does not apply at all)
I am satisfied with the seat comfort
(1 = applies totally, 6 = does not apply at all)
The seat is kept clean and well cared for
(1 = applies totally, 6 = does not apply at all)
If visited: the restroom is kept clean and well cared for
(1 = applies totally, 6 = does not apply at all)
The cabin interior is in good condition
(1 = applies totally, 6 = does not apply at all)
The drinks offered meet my requirements
(1 = applies totally, 6 = does not apply at all)
The service procedure meets my requirements
(1 = applies totally, 6 = does not apply at all)
The reading material offered (at the gate and on board) meets my requirements.
(1 = applies totally, 6 = does not apply at all)
If you were offered a meal/snack on this flight:
The scope of meals/snacks offered is adequate for this flight
(1 = applies totally, 6 = does not apply at all)
The meals/snacks were tasty
(1 = applies totally, 6 = does not apply at all)
If you were offered and entertainment program on this flight:
Do the audio and video system function in a technically perfect way?
(yes, no)
The interface of the audio and video system is easy to understand
(1 = applies totally, 6 = does not apply at all)
The audio program (radio, music channels) offers the right program for me
(1 = applies totally, 6 = does not apply at all)
The movie program corresponds to my needs
(1 = applies totally, 6 = does not apply at all)
All in all, the offer, service and care on board meet my requirements
(1 = applies totally, 6 = does not apply at all)
My general impression of this flight with Lufthansa is positive
(1 = applies totally, 6 = does not apply at all)
Due to the experience I have made today, I think Lufthansa offers services which are worth the money
(1 = applies totally, 6 = does not apply at all)
Bonus programs for frequent flyers
In which bonus programs for frequent flyers do you collect miles or points?
(Lufthansa Miles and More (give number), In others, these being [name airlines], in none)
Do you hold a Miles and More Status Card?
(no, if yes: FTL, SEN, or HON)
Flight Experience
Including your trip today approx. how often have you travelled by plane in the last 12 months? (outward flight and return flight = 1 trip)
(total trips, of total how many with Lufthansa)
In the course of the past 12 months, have you flown frequently with any other airline?
(no, if yes with [name airlines])
Personal particulars (N1003U comment: notice avoidance of the word “data”)
Are you
(male, female)
Are you
(Pupil/School student/Apprentice, University student, In employment [full-time or part time], Currently unemployed, Retired, Other [specify])
Your nationality:
Your age:
Country of residence:
If you live in Gemany – your postal code:
What should Lufthansa improve according to your opinion?
(space for about 3 sentences)
We wold like to thank you for your kind cooperation and hope that you are having a pleasant flight.
END
Programs: LH Miles and More, DL SkyMiles, CX Marco Polo, Starwood, Marriott
Posts: 556
If anyone is interested in a copy of the actual survey, sent me a PM, and I will scan it and e-mail it to you (I find the file size restrictions here a bit cumbersome sometimes)...
__________________ Hi, my name is N1003U, and I am a Hansa-holic...
