I thought that someone had a similar experience awhile back, but I can't find the thread (mods feel free to merge).
I just mentioned (in a very brief 1 line comment) that I was disappointed in the lack of notification (no easy update) received for a flight that was delayed 3 hours, (IAD-BOS).
Quote:
Dear warreng24:
Thank you for engaging with us by responding to ualsurvey.com. We are working to achieve industry-leading performance and reputation by focusing on: safety; on-time performance; having a clean, workable product; providing courteous and respectful service.
In 2009, we took our first significant step by being the #1 airline in on-time arrivals as compared against America’s five largest global carriers. We know we have more to accomplish.
In your recent survey response, you answered that you “Would recommend United to a friend or acquaintance.” What would it have taken to motivate you to respond that you “Definitely would” recommend us? A member of our leadership team would like to discuss your assessment and understand any suggestions you might have to improve our service. Please reply to this email with the phone number we can use to contact you and some times that are convenient for us to speak with you. If more convenient, you can provide us feedback directly by replying to this email.
We look forward to hearing your thoughts on how best to make you a United “promoter.”
Sincerely,
XXX XXXX
Managing Director – Customer Solutions
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Premier Executive 1K just sounds better than Premier 1K
Programs: UA 1K, AA EXP, Hyatt Diamond, Hilton Gold, G.E./NEXUS, AMEX Gold, TSA Disparager Unobtanium
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Interesting response. I do remember another FTer that mentioned UA read the responses of surveys from elites, but glad to see someone following up with you!
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Posts: 3,504
I got the same letter as the OP today, just an hour or two ago...Bulk mail? I did reply and will be glad to express my concerns to a live person at UA!
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R.I.P. United Airlines. April 5, 1926 - March 2, 2012.
I got the same email regarding a recent survey and sent them my phone number to talk. We'll see if they call back, although I did get a call a week ago about another survey response about power ports not working on 757's.
Programs: UA 1K/1MM; HH Diamond; GM for everything else
Posts: 343
I also received same email today. The code on the bottom dm/xxxxxxxxx/CA, where x's are my MP number without the first 2 digits. I live in California but I am not sure if CA means that.
+1. i used to do them, but felt like they were going into the void, so i stopped. nice to hear about some follow-up!
Likewise.. I'd actually skipped a few because
1 I figured the odds of winning were too small for the miles to be a motivator
2 Most of my flights don't have anything worth providing feedback on (which is good - they usually go quite well)
3 I figured it didn't make a huge difference, especially if its all just "satisfactory" checkmarks.
But apparently only recommending United isn't good enough; I need to be enthusiastic about it!
...I wonder if saying "Global Services" is a valid answer to What would it have taken to motivate you to respond that you “Definitely would” recommend us?
Programs: HHonors Silver, UA (no status, but lots of miles!)
Posts: 428
Quote:
Originally Posted by FriendlySkies
Interesting response. I do remember another FTer that mentioned UA read the responses of surveys from elites, but glad to see someone following up with you!
United ONLY reads surveys from elites. They are the only survey results used for their internal promoter scores. If you aren't elite, don't even bother. You will be wasting your breath.
