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Old Apr 15, 2015 | 12:41 pm
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sethb
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Originally Posted by Anudoric
The thing is, Delta does measure its agents based on customer service metrics. The issue is that what that GA did is probably overall poor customer service when surveys get sent out. Premium & SP passengers might think it's great service (and I do too!) but the Zone 2 & 3 passengers hate being told to wait their turn.

If Delta agents weren't measured by what Zone 2/3 passengers say/indicate in surveys, then we'd see more gate agents like this.
Don't they measure more by what DM/PM passengers say in surveys?

You've convinced me to be more active in both responding to the surveys and in sending in individual messages as warranted. Any idea how a message praising you compares with a JWD certificate? (Obviously, I have limited numbers of the latter and not always enough time to find one.)
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