Originally Posted by
FlyingTrojan
It doesn't even need to be a secret shopper riding aboard. Leverage the customer base.
AA could add a rating feature to their app, three or four questions with star ratings (ie FA service food overall flight) and a comment box. Accumulate enough data and the quantitative trends speak for themselves.
I for one would be happy to do a quick flight survey on the app while taxiing or some such time.
AA used to conduct surveys on how we enjoyed a flight. Used to get them every 10 flights or so, don't think I have seen one this year.