CSM status ap

[TomVexille]

From your perspective sure, but from a NPS perspective it's a not good, not bad score. If you want to something to even be read, it must not be in the zone of "meh" but positively or negatively impact NPS. It is no longer averages across the entire sample. The middle is discarded.

Sure. It is just a matter of interpretation of the question. If I give a 5 to a question that asks 'how likely am I to recommend', that means I am equally likely to recommend another airline. Seems to suggest marketers are asking the wrong question.

Anyway, I'll take on your advice for future surveys.

My company's NPS score works the same way. Negative is 1-4, Passive is 5-8, and Promoter is 9-10

 

[medhead]

My company's NPS score works the same way. Negative is 1-4, Passive is 5-8, and Promoter is 9-10

I'm not saying the information is wrong. Just that I give a considered response using the full range. The passive response from me is not apathetic.

 

[TomVexille]

I'm not saying the information is wrong. Just that I give a considered response using the full range. The passive response from me is not apathetic.

I entirely agree. The company also surveys us internally and ask if we would recommend it as a place to work. As the results haven't been stellar in the past, HR (whom I suspect have the employee NPS as a KPI) have taken to trying to "educate" us about how the system work. And that giving a 6 is not "promoting" the company and we should be putting 9's and 10's like we don't understand how the score works. Most of us aren't stupid and respond how we have for a reason.

 

[Colster]

I entirely agree. The company also surveys us internally and ask if we would recommend it as a place to work. As the results haven't been stellar in the past, HR (whom I suspect have the employee NPS as a KPI) have taken to trying to "educate" us about how the system work. And that giving a 6 is not "promoting" the company and we should be putting 9's and 10's like we don't understand how the score works. Most of us aren't stupid and respond how we have for a reason.

we see the same thing at my work, and now that all know the system, nobody puts passive scores, and as people have a tendency to be more vocal when they feel negative, the NPS is really taking a beating, even though the mood and attitude is generally OK- it's just now a 4-6 has become a 3

 

[AdMEL]

My company's NPS score works the same way. Negative is 1-4, Passive is 5-8, and Promoter is 9-10

My employer's NPS is similar to this.

I entirely agree. The company also surveys us internally and ask if we would recommend it as a place to work. As the results haven't been stellar in the past, HR (whom I suspect have the employee NPS as a KPI) have taken to trying to "educate" us about how the system work. And that giving a 6 is not "promoting" the company and we should be putting 9's and 10's like we don't understand how the score works. Most of us aren't stupid and respond how we have for a reason.

The problem is that customers often don't know how the NPS works, so they think a score of 7 or 8 is high/good, when in fact it's neutral.

Don't think my employer has started using same NPS scale on employees yet. We do get surveyed, but different scale.

 

[Edge]

NPS has reached saturation now, and IMO its value is declining. It was a great metric when none of the respondents knew what detractors-passives-advocates were and a simple "rate us out of 10" was all that was required.

Most surveys now prompt respondents to score a 9-10 if they think something is good.. it's false economies.

 

[medhead]

So should I be always answering with low scores to get better service?

 

[artemis]

It's interesting this...

I was given a little congratulations by the CSM when I made PS in January. But nothing for SG in March and nothing for WP in May. And that's a reasonable amount of travel! No JASAs etc...

It takes so little to make a greeting personalised, even if the passenger doesn't have any status! Read the BP, use the correct title, make some small talk whilst everyone waits...

Easy!

 

[SeatBackForward]

I've been WP for three years now with Qantas. And in that time I've not once received any on board recognition by the csm. Not in Domestic Y, Intl Y+, or Intl J. All paid fares too. But always received it from MH or CX.
Perhaps its a good thing?

 

[love_the_life]

I suppose it depends on how busy the CSM is and when I fly I must be just plain unlucky. Either that or I do not appear as worthy on the App. As a Y flyer, when I did have the heady status of WP I have been in 6 and received nought in terms of greeting, bottle of water, offer to hang jacket etc though I see Row 4 have all of these. As a lowly gold I really expect (and receive) diddly squat. Guess that's why my last flight was with VA and my next is with JQ - just not worth it anymore.

 

[jb747]

Yes they have been using this for a while. I think some CSM will go without iPad if they can recall where the people they need to greet are sitting.

The iPads are provided by the company. They must be carried, as they also act as a spare for the pilots.

 

[samh004]

The iPads are provided by the company. They must be carried, as they also act as a spare for the pilots.

I think hdfb meant that some CSM's might not carry the iPad to the seat, as it can look a bit like reading off a script. They'd still have the iPad on board and have consulted it between pax to know who to approach.

 

[mrpooky]

I suppose it depends on how busy the CSM is and when I fly I must be just plain unlucky. Either that or I do not appear as worthy on the App.

I suspect I must be the same.

In my ~2 years of WP now I have only been greeted by the CSM after take off a very small number of times, and this seems to have decreased still further lately. Apart from the few friendly FAs that recognize me on my regular routes, I am just another PAX deserving of nothing more than the minimum. In the last few months I can count the number of times I've even been called mrpooky during the meal service; more often it's, "We have the chicken or the fish."

I did have one flight recently a couple of days before my birthday when the CSM made the effort to wish me happy birthday, which I really appreciated, so I can only assume that the staff are still checking for status pax, but most often if we are in Y we are simply ignored. I've not ever seen one of these iPads actually in use either!

mrpooky.

 

[Jaryd]

I suspect I must be the same.

In my ~2 years of WP now I have only been greeted by the CSM after take off a very small number of times, and this seems to have decreased still further lately. Apart from the few friendly FAs that recognize me on my regular routes, I am just another PAX deserving of nothing more than the minimum. In the last few months I can count the number of times I've even been called mrpooky during the meal service; more often it's, "We have the chicken or the fish."

I did have one flight recently a couple of days before my birthday when the CSM made the effort to wish me happy birthday, which I really appreciated, so I can only assume that the staff are still checking for status pax, but most often if we are in Y we are simply ignored. I've not ever seen one of these iPads actually in use either!

mrpooky.

I get exactly the same. Greeted about 3 times in ~30 flights. Most of the time I get called sir, but only sometimes addressed as Mr, even though I can see my name and seat no on a piece of paper next to my head.

 

[maninblack]

Yes, I've been identified as a white wine drinker.

I think I've been identified as a non-QF OWE so whilst we know nothing about you (not even your QFF number) we better be nice to you but have nothing at all to say to you. We also can't pronounce your surname!

 

[kevrosmith]

As others have suggested, a lot of this would largely come down to the CSM and crew, but also which route you are mostly flying on. If you're on the Golden Triangle, then you are probably one of 15-20 Status pax if not more. I was on a flight CNS-SYD recently, and the CSM informed me that I was the *only* status pax onboard (I took this to mean not just WP, but also SG and PS). The flight was quite full.

 

[Groundhog]

Re: Rumour:[Denied by RR] Qantas to ban JQ SYD-MEL pax from F lounges & send to J lou

The app has been in use over a year now, if you talk to the CSM in the galley when it's quiet they will usually show it to you. Has all the info as mentioned in the thread already and a few other things as well, eg: net promoter score, connecting flights, recent issues or requests. It also showed a Wii like cartoon of each passenger showing hair colour etc to help them recognise you. I always like to spy the summary saying how many VIP/CL/WP/SQ etc are on board - gives me an idea how far away from an opup I would be!

I took a look at this summary on a flight from ADL to MEL this afternoon which i found very interesting

VIP. 00
WP1 00
CL. 02
WP. 12
SG. 32
PS. Lots
NB. even more

my interest was that WP1 sat higher on the app than CL did.

 

[OzEire]

Re: Rumour:[Denied by RR] Qantas to ban JQ SYD-MEL pax from F lounges & send to J lou

I took a look at this summary on a flight from ADL to MEL this afternoon which i found very interesting

VIP. 00
WP1 00
CL. 02
WP. 12
SG. 32
PS. Lots
NB. even more

my interest was that WP1 sat higher on the app than CL did.

That is interesting. And as it should be.

 

[samh004]

Re: Rumour:[Denied by RR] Qantas to ban JQ SYD-MEL pax from F lounges & send to J lou

I took a look at this summary on a flight from ADL to MEL this afternoon which i found very interesting

VIP. 00
WP1 00
CL. 02
WP. 12
SG. 32
PS. Lots
NB. even more

my interest was that WP1 sat higher on the app than CL did.

Cool numbers.

That is interesting. And as it should be.

I thought this was known for some time, that P1 was essentially treated higher, despite not having its own lounge

 

[RooFlyer]

Re: Rumour:[Denied by RR] Qantas to ban JQ SYD-MEL pax from F lounges & send to J lou

<snip>

my interest was that WP1 sat higher on the app than CL did.

That is interesting. And as it should be.

I agree. I usually regard CLers as a bunch of airline bludgers, especially the 'celebrity' types. I usually do this regarding when I'm in a Qantas F Lounge contemplating another glass of Champagne .