– Airlines and hotels often send out surveys to customers after their travel, but the responses are usually aggregated rather than used to address specific service issues or counsel individual employees.
– Delta focuses on “net promoter score” and has been known to promote its scores, but has been less specific about their scores since the pandemic.
– One passenger accidentally gave a flight attendant a “1” instead of a “5” on a recent Delta flight, leading to concern for the crew member’s job security.
– It’s important for airlines to dig into individual flight scores rather than just looking at aggregates, as scores can dip for various reasons such as catering issues or difficult passengers.
– Surveys and data should be used as a tool to identify areas for improvement, rather than as a trophy to promote or ratings to punish. They are not a lazy replacement for digging in, but a guide to help in the process of getting better.