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New survey from “confirmit” focusing on service & brand

New survey from “confirmit” focusing on service & brand

Old Aug 7, 17, 8:40 am
  #1  
Original Poster
 
Join Date: Nov 2004
Location: Ireland
Programs: VS Silver, EK Gold, BA GGL/CCR
Posts: 486
New survey from “confirmit” focusing on service & brand

Hi,

Not sure if anyone else received this survey but it was the most detailed I’ve received in recent years and seems to focus on questions related to brand damage and service deterioration.

Questions along the lines of “why has your travel reduced” with answer options like bad press, negative view from comments, service deterioration, poor connections experience etc. (obviously I’m paraphrasing here but that was the general tone).

I wonder if we’re approaching the bottom of the curve and if the cuts are now affecting yields?

Based on my own travel pattern they’ve lost a lot of business this year through cost cutting / customer service resolution type issues.

Anyone else get similar?
Aztec_Flyer is offline  
Old Aug 7, 17, 8:49 am
  #2  
 
Join Date: Jul 2009
Location: Bournemouth, UK
Programs: BA GGL/CCR
Posts: 610
Yup, received the same email this morning.
Beaulieu is offline  
Old Aug 7, 17, 8:52 am
  #3  
 
Join Date: Dec 2004
Programs: BA GGL/CCR, A3*G, UA 1K, Mucci de l'expertise des Apps
Posts: 2,937
Also got the same thing this morning. Has anyone had it yet who isn't GGL?
Airprox is offline  
Old Aug 7, 17, 8:54 am
  #4  
 
Join Date: Aug 2017
Location: LON
Programs: Skywards Gold; BA Bronze
Posts: 16
Not had anything like that at all so far.
M Nix is offline  
Old Aug 7, 17, 8:58 am
  #5  
FlyerTalk Evangelist
 
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 30,265
Nothing in my Golden In-box

Perhaps they might send me one after our JER-LGW/LHR-DUB on Wednesday ... with subsequent onward sectors on AA to OGG, but on a BA PNR. That might give them a clue!
T8191 is offline  
Old Aug 7, 17, 8:59 am
  #6  
 
Join Date: Jan 2014
Location: UK
Programs: BAEC Gold, Hilton Diamond
Posts: 864
Originally Posted by Airprox View Post
Also got the same thing this morning. Has anyone had it yet who isn't GGL?
Yes I got and completed it as a gold.
BHDATC is offline  
Old Aug 7, 17, 9:01 am
  #7  
Moderator: British Airways Executive Club
 
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 21,958
Got it, filled it out and submitted. (GGL here)

Last edited by LTN Phobia; Aug 7, 17 at 9:06 am
LTN Phobia is offline  
Old Aug 7, 17, 9:03 am
  #8  
 
Join Date: Dec 2009
Location: Arizona
Programs: BA (GGL), AA (statusless), HH (Diamond);
Posts: 2,839
Received it (GGL), have not filled it out yet.
dylanks is offline  
Old Aug 7, 17, 9:10 am
  #9  
 
Join Date: Apr 2005
Location: OOL/DOH
Programs: QF LTS WP, Avis Pres Club, HH Diam.
Posts: 3,192
Received it.

Not a BAEC member, a QFF member who recently flew in F (within the last week).
VH-RMD is offline  
Old Aug 7, 17, 9:23 am
  #10  
Original Poster
 
Join Date: Nov 2004
Location: Ireland
Programs: VS Silver, EK Gold, BA GGL/CCR
Posts: 486
Has anyone seen a similar style of question in previous surveys or it is possible that the penny is finally dropping at Waterside?
Aztec_Flyer is offline  
Old Aug 7, 17, 9:27 am
  #11  
gms
 
Join Date: Oct 2005
Location: South East, UK
Programs: BA Gold / GfL, Hilton Diamond
Posts: 2,191
I got it too (GGL). Clearly someone at Waterside has realised they are losing business and are doing some real damage to their most loyal customer base.

I invested a fair amount of time giving detailed answers to some of their questions (something I rarely bother to do with such surveys).
gms is offline  
Old Aug 7, 17, 9:33 am
  #12  
Original Poster
 
Join Date: Nov 2004
Location: Ireland
Programs: VS Silver, EK Gold, BA GGL/CCR
Posts: 486
Originally Posted by gms View Post
I got it too (GGL). Clearly someone at Waterside has realised they are losing business and are doing some real damage to their most loyal customer base.

I invested a fair amount of time giving detailed answers to some of their questions (something I rarely bother to do with such surveys).
I also took the opportunity to provide detailed, full and frank feedback.
Aztec_Flyer is offline  
Old Aug 7, 17, 10:00 am
  #13  
 
Join Date: Aug 2017
Location: Oslo, Norway
Programs: BA Gold, SAS Diamond
Posts: 2
Just received & answered this Survey.. Yes a new twist on this one as I could point, at least what I felt, on the real needs for improvements..
Jeltzin is offline  
Old Aug 7, 17, 10:11 am
  #14  
Ambassador, British Airways Executive Club
 
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 13,268
I suspect this is a GGL specific survey, there are references to benefits only given to GGLs and many relating to recognition.
Tobias-UK is offline  
Old Aug 7, 17, 10:17 am
  #15  
 
Join Date: Apr 2005
Location: OOL/DOH
Programs: QF LTS WP, Avis Pres Club, HH Diam.
Posts: 3,192
Originally Posted by Tobias-UK View Post
I suspect this is a GGL specific survey, there are references to benefits only given to GGLs and many relating to recognition.
Well I received a survey from conformit yesterday which asked about my impressions/attitude to my recent flight from check-in through lounge offering, on-board and arrival.

I am not GGL nor BAEC. It may be a different survey administered by the same company but it did ask a lot of questions about what I had heard/read compared to what I experienced.
VH-RMD is offline  

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