Originally Posted by
LHR/MEL/Europe FF
yeah... the questions about the hot towels were framed in the reverse from all the others... 'Hot towels are unhygenic' [agree/disagree].
Given they were framed in the reverse of all other questions, I don't know whether they were hoping to trick respondents into the answer CX wanted (ie get rid of towels).
I think CX fails to understand the point of a survey. Instead of gathering people's feedback, it as if they have basically already decided after the fact and they want people's approval to justify it (by framing the benefit in a negative way). If anything I think the armrests on the planes are always nasty, are they going to get rid of those things too?
In each question, instead of just gathering a bunch of useless Agree/Neutral/Disagree number, they should have also asked "How can we improve?" or "Any comments?"