Of Annoying Cust. Service Surveys
Mar 24, 2015, 4:13 am
#31
Join Date: Mar 2004
Location: NYC, CDG, NCE
Programs: DL DM
Posts: 2,633
I agree that there are just too many and there's no sense at all that anyone is actually responding to them in any way.
It makes me wonder whether it's not intentional - if you've just had a good experience, it's a good mark, but if you've just had a bad experience, you get to vent it. You can write comments that no one is promising to respond to, let alone even read, and there is no discussion of "compensation."
Just a black hole that lets customers blow off steam, with no follow up required.
Seems like a winner for CS.
This thread also reminds me of a stupid airline industry survey a while back - I stopped at this question and closed the window:
Edited to add: I do do the 1 question survey after a phone call though. Especially if the agent is good.
Anyone know if that has any impact, or relate bonus?
It makes me wonder whether it's not intentional - if you've just had a good experience, it's a good mark, but if you've just had a bad experience, you get to vent it. You can write comments that no one is promising to respond to, let alone even read, and there is no discussion of "compensation."
Just a black hole that lets customers blow off steam, with no follow up required.
Seems like a winner for CS.
This thread also reminds me of a stupid airline industry survey a while back - I stopped at this question and closed the window:
Edited to add: I do do the 1 question survey after a phone call though. Especially if the agent is good.
Anyone know if that has any impact, or relate bonus?
Jun 26, 2015, 12:50 pm
#32
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Formaldehyde Medallion DL DieMiles
Posts: 12,646
So far, only two surveys today... but one was classic.
Basically, it was a marketing effort for Comfort+.
How did you hear of C+?
Were you in a C+ seat on your flight?
If not, why didn't you purchase C+?
Would you consider purchasing C+ on your next international flight?
Pop-up box appears outlining the benefits of C+.
What makes it classic? I was in a paid business class seat on the flight addressed by the survey.
Basically, it was a marketing effort for Comfort+.
How did you hear of C+?
Were you in a C+ seat on your flight?
If not, why didn't you purchase C+?
Would you consider purchasing C+ on your next international flight?
Pop-up box appears outlining the benefits of C+.
What makes it classic? I was in a paid business class seat on the flight addressed by the survey.
Jun 26, 2015, 1:14 pm
#33
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
So far, only two surveys today... but one was classic.
Basically, it was a marketing effort for Comfort+.
How did you hear of C+?
Were you in a C+ seat on your flight?
If not, why didn't you purchase C+?
Would you consider purchasing C+ on your next international flight?
Pop-up box appears outlining the benefits of C+.
What makes it classic? I was in a paid business class seat on the flight addressed by the survey.
Basically, it was a marketing effort for Comfort+.
How did you hear of C+?
Were you in a C+ seat on your flight?
If not, why didn't you purchase C+?
Would you consider purchasing C+ on your next international flight?
Pop-up box appears outlining the benefits of C+.
What makes it classic? I was in a paid business class seat on the flight addressed by the survey.
Jun 26, 2015, 2:06 pm
#36
Join Date: Mar 2015
Posts: 1,620
I honestly thoughts these surveys were not individually read, but were instead collated into pretty matrices.
However, last survey I complimented the Flight Crew and compared and contrasted them to my previous UNITED Flight Crew who were universally awful.
I got a call from DELTA thanking me for my kind words and the person chuckled at my comment about wishing that UNITED followed DELTA's example of an excellent Flight Crew and not simply DELTA example of Negative Cost Saving changes (better know in airline parlance as Enhancements), thought she said she would not categorize them negative.
We both agreed that a Flight Crew can make a difference and she was happy that I had such a great crew. She said that she placed my compliments in each of their files and personally called their Supervisor to tell them about my Compliments.
So, apparently a pair of human eyes does read at least some of them.
However, last survey I complimented the Flight Crew and compared and contrasted them to my previous UNITED Flight Crew who were universally awful.
I got a call from DELTA thanking me for my kind words and the person chuckled at my comment about wishing that UNITED followed DELTA's example of an excellent Flight Crew and not simply DELTA example of Negative Cost Saving changes (better know in airline parlance as Enhancements), thought she said she would not categorize them negative.
We both agreed that a Flight Crew can make a difference and she was happy that I had such a great crew. She said that she placed my compliments in each of their files and personally called their Supervisor to tell them about my Compliments.
So, apparently a pair of human eyes does read at least some of them.
Jun 26, 2015, 2:12 pm
#37
Suspended
Join Date: Jun 2009
Programs: Delta skymiles DM + 1MM
Posts: 8,144
I've seen far worse-- I have a client that does far worse-- but the Delta surveys are poorly designed and annoying when you get one for *every* flight.
I'm putting the below, or something like it, in the last field of each survey, and otherwise ignoring:
I'm putting the below, or something like it, in the last field of each survey, and otherwise ignoring:
I have five of these surveys from the past week. They are poorly designed. The circles are very small and hard to click on. Make the buttons BIG and make them check onHover and I'll fill them out again, otherwise they take too much time to fill out.
I hope someone over there knows what "check onHover" means.
Jun 26, 2015, 4:50 pm
#38
Join Date: Sep 2007
Location: The views I express here are not necessarily supported by any airline or codeshare partners, nor do I represent their views and/or opinions. They are my own OPINIONS dont like them dont read them.....
Posts: 1,462
i know in RoA we read the surveys that pertain to us. Such as boarding, baggage, delays, etc. if they are negative they are used as coaching tools and if they are positive the agent is praised. It's a part of our payout metric too. So if you give ROA a 2 but the answers you give have nothing to do with ROA then you are penalizing a station or agent that had nothing to do with your experience.
Example: Bags to Belt survey. ROA delivered in 8 or less but you give us a 2 because BOS on your outbound too 45 min bag to belt. So now the manager and BSO are trying to figure out what happened (unless you commented BOS was the problem although we take the hit not BOS).
You get a boarding survey as a DM during the time we are changing boarding processes. You are asked about the boarding in ROA but you comment about ATL from 2 weeks prior. Those hit our metric not ATL.
Some of the more scathing surveys a manager or other employee must respond to. Bags and disabilities especially.
I thank you all for taking these surveys. For the elite traveler they seem redundant and irritating....but they mean the most coming from you. A basic traveler fills those out and poof our metric is shot because they are not as well versed in Deltaese!
Example: Bags to Belt survey. ROA delivered in 8 or less but you give us a 2 because BOS on your outbound too 45 min bag to belt. So now the manager and BSO are trying to figure out what happened (unless you commented BOS was the problem although we take the hit not BOS).
You get a boarding survey as a DM during the time we are changing boarding processes. You are asked about the boarding in ROA but you comment about ATL from 2 weeks prior. Those hit our metric not ATL.
Some of the more scathing surveys a manager or other employee must respond to. Bags and disabilities especially.
I thank you all for taking these surveys. For the elite traveler they seem redundant and irritating....but they mean the most coming from you. A basic traveler fills those out and poof our metric is shot because they are not as well versed in Deltaese!
Jun 26, 2015, 5:10 pm
#39
FlyerTalk Evangelist
Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
Programs: DL PM 1.57MM; AS MVPG 100K
Posts: 21,369
it really isn't apparent to me that DL leadership have put either of these process attributes in place with respect to these surveys
Jun 26, 2015, 6:54 pm
#40
Join Date: May 2015
Posts: 2,881
Most of mine are about the boarding experience and how GAs do announcements. I wonder why DL thinks I'm a specialist in this.
BTW, I've been told that FAs really appreciate it when a passenger takes the initiative to fill in the online form (not the survey by email link) for a complement to praise them. It might not directly mean more money, but apparently their supervisors do take this seriously and not it during whatever performance reviews DL does.
BTW, I've been told that FAs really appreciate it when a passenger takes the initiative to fill in the online form (not the survey by email link) for a complement to praise them. It might not directly mean more money, but apparently their supervisors do take this seriously and not it during whatever performance reviews DL does.
I think it's a nice incentive considering how virtually no-cost it is to Delta.
Jun 26, 2015, 7:36 pm
#41
Join Date: Feb 2008
Programs: DL 4MM; DM
Posts: 1,397
It's good to know that they are read. And that adding an employee's name gets them a benefit. I haven't received a survey since my last 4 were basically highly negative. Quite a stretch of really bad GAs and one bad FA crew. Wonder if they stop the surveys at some point...
Jun 26, 2015, 7:53 pm
#42
Join Date: May 2015
Posts: 2,881
It's good to know that they are read. And that adding an employee's name gets them a benefit. I haven't received a survey since my last 4 were basically highly negative. Quite a stretch of really bad GAs and one bad FA crew. Wonder if they stop the surveys at some point...
Edit: Managers aren't the only ones who read surveys. I personally read every survey score and comment that's linked to my airport. Most of my coworkers do, too. Sometimes I wonder why my professional appearance score is lower than my station's average :/ I'm always on point.
Jun 26, 2015, 8:51 pm
#43
Join Date: Nov 2000
Location: ATL
Programs: 4MM/DM, Marriott Lifetime PM, Hilton Diamond, SPG Platinum
Posts: 1,370
At times the survey are overkill. I fly 4-8 flights a week at times. I have a hard time remembering which FA greeted me on boarding or what the seats looked like or did the pilot thank me for flying.
There has be a better way to do this. Interestingly enough, the flights I do have complaints on are the ones I don't get a survey on.
There has be a better way to do this. Interestingly enough, the flights I do have complaints on are the ones I don't get a survey on.
Jun 26, 2015, 8:59 pm
#44
Join Date: Feb 2008
Programs: DL 4MM; DM
Posts: 1,397
Always random. Assuming feedback is honest and specific, negative feedback is more important than positive feedback imho. Employees recognize each others' good behavior. Bad behavior is either done in secret, or employees are too afraid to bring it up to leaders. I think this is accurate with most workplaces. No one wants to be a snitch.
Edit: Managers aren't the only ones who read surveys. I personally read every survey score and comment that's linked to my airport. Most of my coworkers do, too. Sometimes I wonder why my professional appearance score is lower than my station's average :/ I'm always on point.
Edit: Managers aren't the only ones who read surveys. I personally read every survey score and comment that's linked to my airport. Most of my coworkers do, too. Sometimes I wonder why my professional appearance score is lower than my station's average :/ I'm always on point.