icegirl

In light of the ever growing enhancements BA introduces and the dissatisfied experiences shared by others not only on this forum but others such as Business Traveller/Seatplans, it occurred to me, if any of you ever complete the post flight questionnaires that BA sends out to customers? This is usually through email and even text message asking you to rate your experience. The email (web) version is more in depth and can take around 15 minutes to complete and also has some free text comment boxes at the end of each section for you to give a more detailed response.

I am wondering if the BA is getting more positive experiences through feedback from customers and not enough people rating their true experience through this feedback channel. As I don’t work for the airline, I couldn't say how often this information is reviewed but I would have thought that this sort of statistical data is reviewed on a regular basis with appropriate trend analysis etc…

Have you done yours?

themapelligroup

Yes I completed a few last month, the positive thing is that they're sent in the immediate aftermath of the flight so your experience is still crystal clear in your head. It's like post match interviews, I like this approach because it makes you speak out about what your feelings are at the moment and not after secondary thoughts and reflections.

T8191

Always and invariably ... if BA wants my feedback, they will get it.

How else do they discover what the customer thinks?

I could debate the actual questions, but that's not the point.

Globaliser

AIUI, BA monitors these numbers constantly, not just regularly. If anything gets noticeably better or worse, it should show up in the numbers.

windowontheAside

I always do them.

And the ones for ba.com.

icegirl

Just get the feeling people think the only place BA will listen is a public internet forum. I really do believe BA get strong positive feedback back which is not effecting their overall performance rating by flyers. My partner can't be bothered do them but fles a lot but still moans when he has had a naff flight.

Bigfeet

Yes, I do them too. Given how comprehensive the questions can be, I can't imagine BA would ask them if they weren't going to make use of the answers.

There's a lot I like about flying BA, even in the back. I'd like them to know the things that keep me choosing them so that they'll go on offering them.

Can I help you

I always check after my flights to see if there is any feedback, it is particularly useful when I still have the return flight or as a crew we have 4 sectors together.
It allows me to feedback to individuals whether it be motivational or developmental and also highlight general trends.
I would encourage you to complete these surveys as they really are useful, but please be careful with your scores as I often see positive comments but a score of 1 which doesn't seem correct.

EuropeanPete

I always complete surveys from BA, but I don't think I've had an email one for the last year or two. I don't know if they still do the paper ones on board, but I've not seen one of those for about four years.

I do almost always get the SMS asking me about my lounge experience just as I'm approaching Heathrow on HEX though

paul4040

Which survey is this? I don't get any by email, but typically I get a text from "60787" asking me to rate my experience at the airport. I always complete these and seem to be offered these only at UK airports, moments after checking in.

I've never been emailed a survey link after a flight.

Mattyb44

Same sentiments.

icegirl

Check your junk mail folder the email ([email protected] ) is not sent by BA but through a third party co called Nunwood who are a customer experience consultancy.

HIDDY

They will monitor the numbers regularly in order to comply with meeting quality system targets. What they do with the results is another matter though. In my employment days they weren't taken too seriously as the organisation I worked for much preferred feedback gathered through other means as it was deemed to be more reliable.

Personally I don't complete any surveys I'm given on board as I'm usually too knackered. I give them to my wife instead. I prefer the post flight ones when I'm more compos mentis.

Mattyb44

Nope not there. Must just not qualify...

greg5

I always seem to get these, and I always fill them out. I figure feedback is good.