New survey from “confirmit” focusing on service & brand
Aug 7, 2017, 2:46 pm
#31
Suspended
Join Date: Sep 2013
Location: Mexico City
Programs: Life Miles, Miles and more
Posts: 518
Yep, spent a long time filling it out. Mainly because of the huge amount of text and numbered/bulleted examples I wanted to provide.
The survey is a response to the hounding BA is getting in the media, I would think. It's a sign that satisfaction has slipped (and maybe volumes/revenue, who knows).
The survey is a response to the hounding BA is getting in the media, I would think. It's a sign that satisfaction has slipped (and maybe volumes/revenue, who knows).
Aug 7, 2017, 2:48 pm
#32
Join Date: Aug 2012
Location: Provincie Antwerpen, Vlaanderen, België
Programs: MUCCI Gold
Posts: 2,512
I'd be wary of that particular conclusion. It might be that the collected results do in fact show most are still happy, or even if they don't management can still choose to completely ignore them.
Remember that Buy on Board was brought in because passengers told BA that they wanted more choice. Surveys can be made to tell you anything.
Remember that Buy on Board was brought in because passengers told BA that they wanted more choice. Surveys can be made to tell you anything.
Aug 7, 2017, 3:13 pm
#34
Join Date: Jan 2008
Location: New York
Programs: BAEC Silver, &c.
Posts: 446
Aug 7, 2017, 3:45 pm
#36
Join Date: Oct 2016
Posts: 698
Well maybe BA is seeking to improve. On the other hand, many of the questions were in the old surveys. The 'Do you love BA?' question survives. (Oh, let me count the ways...)
I wonder if they've just got a new company doing the surveys and it has jazzed up the layout. The email itself came to me in old-fashioned Courier font.
I wonder if they've just got a new company doing the surveys and it has jazzed up the layout. The email itself came to me in old-fashioned Courier font.
Aug 7, 2017, 4:33 pm
#37
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
Location: Somewhere between 0 and 13,000 metres high
Programs: AF/KL Life Plat, BA GGL+GfL, ALL Plat, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 30,546
Mine too, but it's actually very easy to route questions based on status for a survey that is common across status levels, so it might just mean that the survey is status-adapted rather than status-specific. So we get the GGL line, the GUFs, the partner cards, etc, but it is quite possible that some Bronze got the survey and a question about 'being able to assign seats three days before anyone else' or something similar.
Aug 7, 2017, 5:51 pm
#38
Original Poster
Join Date: Nov 2004
Location: Ireland
Programs: VS Silver, EK Gold, BA GGL/CCR
Posts: 487
Out of curiosity, did anyone reply to the GGL version of the survey with an overall positive sentiment or did BA get it with both barrels from everyone as the above replies seem to suggest?
Aug 7, 2017, 5:56 pm
#39
Join Date: Aug 2012
Posts: 2,676
My net promoter answer was 5 if I recall (and I explained it is a nuanced thing ... if you compare to air Transat it is one answer but Emirates will get another) and my 'will you fly again' was very likely. But the rest of it was 'awful'
Aug 7, 2017, 6:17 pm
#41
Join Date: Aug 2012
Posts: 2,676
But all the questions were along similar lines - recognition ... seats ... etc. The lady filming said I had summed up all their interviews nicely.
Aug 7, 2017, 7:57 pm
#43
Join Date: Mar 2010
Location: Roswell, GA
Programs: BA Gold-Virgin Gold-Delta MM-Hilton Diamond-Hyatt Globalist-Marriott Gold-IHG Plat Amb-Accor Nobody
Posts: 259
Aug 7, 2017, 9:56 pm
#45
Join Date: Dec 2009
Location: Arizona
Programs: BA (GGL G4L), AA (Gold), HH (Diamond); Marriott (Gold)
Posts: 3,011
That said I gave some very clear feedback on areas where they need to improve, in particular with how they treat their staff and their customers.