With all the recent threads discussing good/poor service, I thought it may be helpful to organize/list AAFTers thoughts on what constitutes outstanding/good/average/mediocre/bad service. Many of these thoughts are subjective, tell one side of the story, etc... I've listed some of my experiences to start and can update the first post as other AAFTers share their ideas.

OUTSTANDING SERVICE (~10% flights I've been on): Worthy of an e-mail to customer relations, or a small gift, i.e. Starbucks gift card
All of the items in good service and none of the items in medicore/bad service plus:

• FA engages in service recovery. For example, after an FA noticed I didn't eat any of my entree salad, she asked why (I mentioned the greens were wilted) and then offered me a Starbucks cookie the captain bought for her (unprompted)
• FA takes a personal interest in passenger - for example consoling someone who is afraid of flying, recognizing a special occasion, making small talk about a destination
• FA shows ingenuity in making the best of what resources are available, i.e. the dry ice mist display, laying out flowers in the galley on HNL services, decorative arrangements of napkins, etc...
• FA attitude rubs off on the entire cabin. I've had flights where it seemed like a nice dinner party - the attitude and grace of the FA really made everyone else in the cabin upbeat.
• FA addresses passengers by name multiple times throughout flight without looking at the list
• FA thanks passengers individually for flying AA
• FA provides extra meals, desserts, etc. on passenger request.

GOOD SERVICE (~30% flights): I'll give the FA one of the AApplause certificates or thank them in person
All of the items in average service and none of the items in medicore/bad service plus:

• PDB served - open bar
• Greeted at least once by name during flight
• FAs handle passenger problems with aplomb (i.e. when people are up and about when the seat belt sign is on or to get pax to turn off cellphones)
• Crew smiles and is upbeat
• FAs present throughout flight, makes multiple passes through cabin
• Service not from cart in aisle
• FAs help passengers find overhead bin space on boarding

AVERAGE SERVICE (~20% flights): I'll think to myself not the best flight, not the worst, I got to my destination, but the flight wasn't especially memorable
None of the items in medicore/bad service plus:

• PDB served - OJ, water, champagne
• Drinks/nuts served within 30 min of takeoff (provided no weather problems)
• Meal service starts within 1h of takeoff
• Service from cart in aisle
• FEBO followed

MEDIOCRE SERVICE (~45% flights): I'll be mildly annoyed but that's it.
None of the items in bad service plus:

• No PDBs
• Unusual or loud announcements
• Service from cart in aisle
• I need to go to the galley to return my meal tray or ask for a service item
• Multiple union items on display
• FAs complaining about AA or other problems in their lives
• FAs in galley most of flight without checking on passengers
• FAs chastise myself or other passengers for something
• FAs not appropriately dressed (i.e. loose ties, look disheveled)
• Loud banging of ice in galley or talking amongst themselves on passenger boarding
• Loud talking in galley

BAD SERVICE (~5% flights): I'll might think about writing an e-mail to AA, but usually don't since everyone has a bad day. Others would write-in

• FA actively rude or condescending to myself or other passengers. For example, once said "You don't fly up here that much, do you?" or grabs something from my hand
• FA denies service items, for example saying they're out of an entree and then you see them eating it in the galley. At other times, FAs taking service items from aircraft
• I'm sure there are many, many other examples

Let me know your thoughts - happy to compile.