If I'm interacting with a concierge, AC is getting an "I'm unhappy" email.

IMO, the concierge program is only useful because I can't solve my own problems through the app. Which means there was a problem.

I like AC because of their hard and soft product on my primary routes (SFO-YYZ/YVR/YYC), and their hard and soft product on the routes where they are one of the few airlines that offer service (SFO-Europe/Asia/etc. - NH does not fly SFO-Europe, LH does not fly SFO-Asia).

I am comparing them against the other North American airlines.

And I've had enough 4 hour flights (UA, DL) where I was offered "the choice of" either a cold plate (like AC serves on Rapidair) or a snack box (which, IMO, is completely unacceptable for a 4 hour flight at any time of day).

If you survey random customers, you will get FOTSGs comparing their most recent flight on airline X with their second most recent flight on airline X.

I'd be much more interested in a survey of frequent flyers whose primary loyalty is not to an airline that has a hub where they live. I know a lot of a local friends in SFO who don't like UA, but fly it purely due to schedule. UA is "better" than every other airline 95% of the time. As an AC guy, I'm also a *A guy. But I've flown more non-*A this year than *A.

This survey is preposterous. You cannot get any signal from asking a DL flyer what they think about DL, and comparing that to asking a UA flyer what they think about UA.