Of Annoying Cust. Service Surveys

Old Jan 23, 15, 7:10 am
  #1  
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Of Annoying Cust. Service Surveys

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 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.
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Old Jan 23, 15, 7:37 am
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Always try to fill them in. IIRC correctly Delta has implented the SkyBucks program to reward Delta FA’s and Field Service Managers for good customer service.

“When at least one customer on their flight completes an onboard customer satisfaction survey and provides an ‘excellent’ or ‘5’ ranking in response to each of the flight attendant behavior-related questions, every working flight attendant on that flight will earn one SkyBuck (3 SkyBucks on flights of 5 or more scheduled block hours).”

When asked a FA somewhere around November 2014 the programm had changed....IIRC all customers had to provide an '5' now.
Anyone know if Delta changed this program again in 2015?
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Old Jan 23, 15, 7:53 am
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Originally Posted by Grouchy View Post
“When at least one customer on their flight completes an onboard customer satisfaction survey and provides an ‘excellent’ or ‘5’ ranking in response to each of the flight attendant behavior-related questions, every working flight attendant on that flight will earn one SkyBuck (3 SkyBucks on flights of 5 or more scheduled block hours).”
Thank you for informing us. I had stopped filling them out but will start again.
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Old Jan 23, 15, 8:40 am
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Salary and profit sharing are not enough? Really?
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Old Jan 23, 15, 8:41 am
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Originally Posted by tvnwz View Post
Salary and profit sharing are not enough? Really?
This is an airline. How can you review people for good customer service. Profit sharing is part of salary given the givebacks that were done for bankruptcy.
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Old Jan 23, 15, 8:42 am
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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.
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Old Jan 23, 15, 9:15 am
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Agree they are very poorly designed. It's not really the issues OP mentions that bug me as much as the questions themselves.

for example:

"did you receive a seat other than your assignment" WHAT?

food and beverage questions on an RJ 27 minute flight.....

skyclub for flights in citites without a skyclub.....

etc. etc.

The other issue is when you get them. I get an IROP survey for a 30 minute delay for bad weather, but not for a several hour mechanical with an equipment change. I get an inflight survey for the aforementioned 27 minute flight but not for my $7K international J ticket.

I will take time to give feedback if I think it helps but when I see something that is crap I am not going to waste my time.
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Old Jan 23, 15, 9:17 am
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I often get the survey after I've taken a few more flights and I wonder how many people who fly often confuse one flight experience with another similar route unless there was something really outside the norm (good or bad) that happened.
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Old Jan 23, 15, 9:32 am
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Originally Posted by MSPeconomist View Post
I often get the survey after I've taken a few more flights and I wonder how many people who fly often confuse one flight experience with another similar route unless there was something really outside the norm (good or bad) that happened.
True.

Particularly frustrating are the surveys that want your opinion about the phone agent you talked to at 5:00 PM two weeks ago, when you may have since talked to multiple agents and can't remember who dealt with what issue, or how well they did.

Surveys need to be more timely.

I also get a survey after about every other visit to my home base Sky Club.

How many different ways do I need to say, the staff is first rate, but the F&B selection sucks?
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Old Jan 23, 15, 9:36 am
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Originally Posted by kthomas View Post
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.
Not just every flight, but every single point of contact with DL. I now ignore 100% of them and have for some time.
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Old Jan 23, 15, 9:47 am
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There was an opt-out feature in the last survey I received.

If the OP wants to compare his academic qualifications and professional experience with customer surveys compared with Harris Interactive (origins 1957), I invite him to post a CV.
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Old Jan 23, 15, 9:55 am
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Originally Posted by Grouchy View Post
Always try to fill them in. IIRC correctly Delta has implented the SkyBucks program to reward Delta FA’s and Field Service Managers for good customer service.

“When at least one customer on their flight completes an onboard customer satisfaction survey and provides an ‘excellent’ or ‘5’ ranking in response to each of the flight attendant behavior-related questions, every working flight attendant on that flight will earn one SkyBuck (3 SkyBucks on flights of 5 or more scheduled block hours).”

When asked a FA somewhere around November 2014 the programm had changed....IIRC all customers had to provide an '5' now.
Anyone know if Delta changed this program again in 2015?
That's why they call it Strive for Five. Have a post about it HERE (on my blog)
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Old Jan 23, 15, 10:25 am
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My problem with the surveys is that they only ask about the employee, not the policies the employees are limited to following Sometimes an employee could do a reasonable workaround were it not for those policies, but if they did anyway, I would be afraid to complement an employee.
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Old Jan 23, 15, 10:30 am
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Originally Posted by lseflyer View Post
My problem with the surveys is that they only ask about the employee, not the policies the employees are limited to following Sometimes an employee could do a reasonable workaround were it not for those policies, but if they did anyway, I would be afraid to complement an employee.
DING DING

So the only reason I call is to do something that cannot be done online such as piece together an international itinerary, use an upgrade, etc. Agent is fine but after one hour no results due to DL processes, etc. What rating do you give that?
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Old Jan 23, 15, 10:36 am
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Whenever I fill out the survey I always add in the comments how much I hate the new skymiles program
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