How Not to Do a Customer Satisfaction Survey
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1) The author describes flying on a Boeing 787 Dreamliner operated by LOT, which was one of the only airlines in Europe flying the aircraft at the time. 2) The author notes being impressed by the aircraft but also comments on Boeing's short customer satisfaction survey about the onboard entertainment system, which only consisted of 3 simple questions. 3) Shortly after the author's flight, the entire 787 fleet was grounded due to issues with the aircraft's electrical system and batteries causing small fires, which led to Boeing's stock prices dropping. The grounding was the first of its kind by the FAA since 1979.
How Not to Do a Customer Satisfaction Survey
- 1. Lesson from the Dreamliner: How NOT to do a Customer Satisfaction Survey!
- 2. In January I joined an elite club of several thousand Europeans who have flown the Boeing 787 aircraft aboard LOT, which is the only EU airline flying it.
- 3. It is a truly MARVELOUS aircraft, but what struck me MOST about it was the Customer Satisfaction Survey, which Boeing kindly provided on the state of-the art onboard entertainment system (you can see it below). I made snapshots of the 3-questions (see next slides).
- 4. Question 1
- 5. Question 2
- 6. Question 3
- 7. Ten days after my flight a series of incidents led to the grounding of the entire 787 fleet, due to overlooked problems with the plane’s electrical system (batteries causing small fires). Boeing’s shares tumbled on the news. This was the first aircraft fleet grounding with an emergency airworthiness directive by the Federal Aviation Administration since 1979.
- 8. The Bottom Line: Customer opinion matters. Collect proper feedback, no matter how great you think you are.
- 9. Another piece of advice: Don’t flash fire hazard signs to 787 passengers, even if it is a Massive Attack album.
- 10. It is a beautiful plane, nevertheless! I hope it returns to the skies soon