Post Flight Surveys
#1
Original Poster
Join Date: May 2005
Programs: Million Miler, 1K - Basically spend a lot of time on planes
Posts: 2,202
Post Flight Surveys
As we know, the surveys that UA sends out after our flights are completed are how they score their internal customer satisfaction scores. For the last several months in a row, they have missed more or less ALL of their internal goals. Despite this, I have noticed for the last month that I NEVER receive the survey if the flight was more than an hour late, or if they lost a bag etc. I do ALWAYS receive it if the flight was on time etc.
Anyone else having similar experiences ?
Anyone else having similar experiences ?
#2
Join Date: Apr 2012
Location: Texas
Programs: UA, AA, DL, BA, Marriott, Hilton, Accor, Hyatt
Posts: 1,290
As we know, the surveys that UA sends out after our flights are completed are how they score their internal customer satisfaction scores. For the last several months in a row, they have missed more or less ALL of their internal goals. Despite this, I have noticed for the last month that I NEVER receive the survey if the flight was more than an hour late, or if they lost a bag etc. I do ALWAYS receive it if the flight was on time etc.
Anyone else having similar experiences ?
Anyone else having similar experiences ?
My four recent flights to the NE, all flawless (uneventful), received survey in each case.
This could be just a coincidence.
#4
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,168
I don't acknowledge the surveys, since they arrive before my flight miles have been posted and thus officially recognized by UA :-:
(but I have heard others speak of the trend you identify)
(but I have heard others speak of the trend you identify)
#5
Join Date: Aug 2007
Location: Tx
Programs: AA, UA, WN
Posts: 812
If this is truly happening it should be a fireable offense. I know some may argue that a service failure may skew the results negative, but the survey can pinpoint the failure beyond what a computer says. Also if this is being done to hit internal numbers, it does not represent reality and will only keep UA from improving (not that they are trying very hard). If this is being directed by the top down, then the BOD and investors need to know this as we all know this organization will try to paint a very rosy picture when in fact is manipulated data.
This reminds me of a burger king restaurant I visited at drive thru. They asked me to pull forward in front of the window even though no traffic was behind me. I called them out that your just trying to fluff your turn time when in reality my food did not come out any faster. The workers essentially told me management wanted to see wait times go down and this was a way of doing that. Needless to say I have not visted this location for quite some time.
This reminds me of a burger king restaurant I visited at drive thru. They asked me to pull forward in front of the window even though no traffic was behind me. I called them out that your just trying to fluff your turn time when in reality my food did not come out any faster. The workers essentially told me management wanted to see wait times go down and this was a way of doing that. Needless to say I have not visted this location for quite some time.
#6
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,451
Ny last three flights were as follows: canceled, delayed 90 min, delayed 2.5h (can't wait to see what's next) and all received surveys about 12h after arrival. YMMV.
#7
This is complete speculation, but is it feasibly possible for them to be sending surveys based on previous responses from a person? So say flyers X and Y get the survey, flyer X gives UA a good score and flyer Y throws a fit on the survey. Then in the future, flyer X keeps getting them and Y doesn't.
#8
Join Date: Jan 2006
Location: DEN
Programs: UA 1K (MM), DL, AA, AS, HHonors, SPG, Kimpton, Hyatt, IC PC, Marriott Titanium (LT PLT), Hertz PC
Posts: 7,231
Yes! I get the surveys, almost without fail, when I have no issues with the flights. However, on the return portion of my last trip, I had two mechanicals and two weather delays, and no surveys. I did get a survey request from Star Alliance for my outbound flight, however. That was a new one for me...
#9
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
I haven't received a survey going back probably eight or ten flights.
I was pretty consistently praising FAs and trashing operational reliability and food.
I was pretty consistently praising FAs and trashing operational reliability and food.
#12
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
If this is truly happening it should be a fireable offense. I know some may argue that a service failure may skew the results negative, but the survey can pinpoint the failure beyond what a computer says. Also if this is being done to hit internal numbers, it does not represent reality and will only keep UA from improving (not that they are trying very hard). If this is being directed by the top down, then the BOD and investors need to know this as we all know this organization will try to paint a very rosy picture when in fact is manipulated data.
This reminds me of a burger king restaurant I visited at drive thru. They asked me to pull forward in front of the window even though no traffic was behind me. I called them out that your just trying to fluff your turn time when in reality my food did not come out any faster. The workers essentially told me management wanted to see wait times go down and this was a way of doing that. Needless to say I have not visted this location for quite some time.
This reminds me of a burger king restaurant I visited at drive thru. They asked me to pull forward in front of the window even though no traffic was behind me. I called them out that your just trying to fluff your turn time when in reality my food did not come out any faster. The workers essentially told me management wanted to see wait times go down and this was a way of doing that. Needless to say I have not visted this location for quite some time.
#13
Join Date: May 2007
Location: Illinois
Programs: UAMP Premier Platinum, HHonors Diamond VIP, Marriott Gold
Posts: 21
All of my UA flights over the last year have been uneventful (on time, no missed connections, etc....) and for the most part I always received the surveys. My last three UA flights (ORD-FRA and KWI-IAD-ORD) over the last two weeks were also uneventful and I didnt receive the survey for any of them (though I did receive a Star Alliance survey for the ORD-FRA flight). So is it malicious or just by happenstance, who knows?
#14
Join Date: Mar 2014
Location: SFO
Programs: UA GS / MM
Posts: 208
I do receive them regularly but I have a different question. Ever since the Supreme Court said airline can kick out FF for complaining too much, I have wondered how much truthfulness should I respond in those UA surveys? If one gives low scores, is there any negative impact? Otherwise, it's like voting for congress, filling out surveys may make no difference.
#15
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
I do receive them regularly but I have a different question. Ever since the Supreme Court said airline can kick out FF for complaining too much, I have wondered how much truthfulness should I respond in those UA surveys? If one gives low scores, is there any negative impact? Otherwise, it's like voting for congress, filling out surveys may make no difference.