sarvowinner
Member
- Joined
- Jan 21, 2010
- Posts
- 200
Hi All
Just received this questionnaire - I'm surprised there was no questions about the new website and QF program.
We’d now like to ask you some questions about the Qantas Frequent Flyer program.
1. On a scale of 0 to 10, based on your experience with the Qantas Frequent Flyer program, how likely would you be to recommend the program to a friend, family member or colleague?
2. Why did you give this rating?
Please provide as much detail as possible.
I would love to recommend the QFF program as I do like the airline, but the "enhancements" are becoming more and more prohibitive. I fly to Europe twice a year and pay significantly higher fares to fly "Red Deal" compared to some of the Asian competitors. I can not request an upgrade. I need to keep paying for the fares rather than use points as I will lose my Gold status. To maintain my status, I make a point of flying business class domestically using Any Seats Available a couple of times a year. I can not see or book these flights now on line but must call Qantas. I am led to believe that the plan is to remove these seats within the next couple of months. Most of my guests fly to Europe on your competitors and pay significantly lower fares than mine. I feel like a mug. I do like your lounges, but feel my Gold/Sapphire Status is underrated by Qantas and OW carriers. The resetting of the Loyalty Bonus clock every year is another "enhancement" which reduces the value of the program. Frankly, if I don't make Gold this year, I will move my business elsewhere. I am a self funded traveller and while I travel in economy, I have been totally loyal to Qantas. I am also disappointed by the shrinkage of the Qantas international network. These are the reasons I would not recommend the program to other people.
3. Loyalty Programs Please select all that apply
Yes No
Myer One
Singapore Airlines - KrisFlyer
American Express Membership Rewards
Westpac Altitude Rewards
Virgin Australia Velocity Frequent Flyer
Commonwealth Awards by Commonwealth Bank
FlyBuys
Woolworths Everyday Rewards
4. And on a scale of 0 to 10, based on your experience with each program, how likely are you to recommend each to a friend, family member or colleague?
Woolworths Everyday Rewards
Westpac Altitude Rewards
Myer One
5. For the next set of questions you will see a list of statements that could be said about the Qantas Frequent Flyer program. You will be asked to evaluate your level of agreement for each statement.
Thinking about customer service generally, please indicate your level of agreement with the following statements.
Qantas’ loyalty program provides prompt customer service to its customers
Qantas is willing to help its customers
Qantas airline staff provide quality customer service
6. Now thinking about how easy it is to use the Frequent Flyer program, please indicate your level of agreement with the following statements.
The Qantas Frequent Flyer program’s points are easy to redeem
You can earn enough points to redeem even if you don’t fly regularly
The Qantas Frequent Flyer program has a range of ways to earn points that fit my lifestyle
7. And thinking about how easy it is to understand the features of the Frequent Flyer program, please indicate your level of agreement with the following statements.
I know how the Qantas Frequent Flyer program is different to other frequent flyer loyalty programs
It is easy to understand how the Qantas Frequent Flyer program works
The Qantas Frequent Flyer program’s communications to members are clear and easy to understand
8. Thinking about the value that the Qantas Frequent Flyer program creates, please indicate your level of agreement with the following statements.
I can easily use my Qantas Frequent Flyer points to upgrade my flights
It is easy to book flights for the specific times I want by using my Qantas Frequent Flyer points
The Qantas Frequent Flyer program continuously makes changes to the program to benefit its members
The number of points needed to redeem for a flight has increased over time
I avoid redeeming my points for a flight because of the taxes, fees and carrier charges
Thank you for your responses so far…only three more to go to complete this section…
9. Now thinking about how credible you think the Qantas Frequent Flyer program is, please indicate your level of agreement with the following statements.
I didn't copy this one but the questions were around how much faith do you have in the program and how safety of the points
10. And thinking about how easy it is to find information about the Frequent Flyer program, please indicate your level of agreement with the following statements.
It is easy to use the Qantas Frequent Flyer website
The Qantas Frequent Flyer emails that I receive provide useful information
The Qantas Frequent Flyer website provides useful information
11. And finally, thinking about the Qantas Frequent Flyer program overall, please indicate your level of agreement with the following statements.
I would recommend the Qantas Frequent Flyer program to my friends
The Qantas Frequent Flyer program is better than other frequent flyer loyalty programs
12. In terms of your overall perception, how would you rate the performance of the Qantas Frequent Flyer program?'
13. You mentioned previously that you were a member of the following loyalty programs. Please rank your top 3 loyalty programs; where 1 is the program you consider to be your primary loyalty program.
The next series of questions now refer to Award flight bookings with Qantas.
14. In the last 3 months have you either booked or attempted to book an Award flight with your Qantas Frequent Flyer points?
Yes – for a domestic flight
Yes – for an international flight
No, I haven’t booked or attempted to book an Award flight
15. Thinking about your last domestic flight booking or attempted booking, what class of travel did you first try to book?
Economy class
Business class
16. Were you successful in making the domestic award flight booking in the class you were after?
Yes
No
17. And on a scale of 0 to 10, how satisfied were you with your most recent experience in attempting to book an Award Flight for a domestic trip?
We'd like to ask you a couple of questions about the Qantas Frequent Flyer website. How much do you agree or disagree with each of these statements? (1= strongly disagree, 3 = Neither agree nor disagree, 5= strongly agree)
18. I can easily complete tasks and find what I am looking for on the Qantas website
19. The website helps me understand how the Qantas Frequent Flyer program works
Just received this questionnaire - I'm surprised there was no questions about the new website and QF program.
We’d now like to ask you some questions about the Qantas Frequent Flyer program.
1. On a scale of 0 to 10, based on your experience with the Qantas Frequent Flyer program, how likely would you be to recommend the program to a friend, family member or colleague?
2. Why did you give this rating?
Please provide as much detail as possible.
I would love to recommend the QFF program as I do like the airline, but the "enhancements" are becoming more and more prohibitive. I fly to Europe twice a year and pay significantly higher fares to fly "Red Deal" compared to some of the Asian competitors. I can not request an upgrade. I need to keep paying for the fares rather than use points as I will lose my Gold status. To maintain my status, I make a point of flying business class domestically using Any Seats Available a couple of times a year. I can not see or book these flights now on line but must call Qantas. I am led to believe that the plan is to remove these seats within the next couple of months. Most of my guests fly to Europe on your competitors and pay significantly lower fares than mine. I feel like a mug. I do like your lounges, but feel my Gold/Sapphire Status is underrated by Qantas and OW carriers. The resetting of the Loyalty Bonus clock every year is another "enhancement" which reduces the value of the program. Frankly, if I don't make Gold this year, I will move my business elsewhere. I am a self funded traveller and while I travel in economy, I have been totally loyal to Qantas. I am also disappointed by the shrinkage of the Qantas international network. These are the reasons I would not recommend the program to other people.
3. Loyalty Programs Please select all that apply
Yes No
Myer One
Singapore Airlines - KrisFlyer
American Express Membership Rewards
Westpac Altitude Rewards
Virgin Australia Velocity Frequent Flyer
Commonwealth Awards by Commonwealth Bank
FlyBuys
Woolworths Everyday Rewards
4. And on a scale of 0 to 10, based on your experience with each program, how likely are you to recommend each to a friend, family member or colleague?
Woolworths Everyday Rewards
Westpac Altitude Rewards
Myer One
5. For the next set of questions you will see a list of statements that could be said about the Qantas Frequent Flyer program. You will be asked to evaluate your level of agreement for each statement.
Thinking about customer service generally, please indicate your level of agreement with the following statements.
Qantas’ loyalty program provides prompt customer service to its customers
Qantas is willing to help its customers
Qantas airline staff provide quality customer service
6. Now thinking about how easy it is to use the Frequent Flyer program, please indicate your level of agreement with the following statements.
The Qantas Frequent Flyer program’s points are easy to redeem
You can earn enough points to redeem even if you don’t fly regularly
The Qantas Frequent Flyer program has a range of ways to earn points that fit my lifestyle
7. And thinking about how easy it is to understand the features of the Frequent Flyer program, please indicate your level of agreement with the following statements.
I know how the Qantas Frequent Flyer program is different to other frequent flyer loyalty programs
It is easy to understand how the Qantas Frequent Flyer program works
The Qantas Frequent Flyer program’s communications to members are clear and easy to understand
8. Thinking about the value that the Qantas Frequent Flyer program creates, please indicate your level of agreement with the following statements.
I can easily use my Qantas Frequent Flyer points to upgrade my flights
It is easy to book flights for the specific times I want by using my Qantas Frequent Flyer points
The Qantas Frequent Flyer program continuously makes changes to the program to benefit its members
The number of points needed to redeem for a flight has increased over time
I avoid redeeming my points for a flight because of the taxes, fees and carrier charges
Thank you for your responses so far…only three more to go to complete this section…
9. Now thinking about how credible you think the Qantas Frequent Flyer program is, please indicate your level of agreement with the following statements.
I didn't copy this one but the questions were around how much faith do you have in the program and how safety of the points
10. And thinking about how easy it is to find information about the Frequent Flyer program, please indicate your level of agreement with the following statements.
It is easy to use the Qantas Frequent Flyer website
The Qantas Frequent Flyer emails that I receive provide useful information
The Qantas Frequent Flyer website provides useful information
11. And finally, thinking about the Qantas Frequent Flyer program overall, please indicate your level of agreement with the following statements.
I would recommend the Qantas Frequent Flyer program to my friends
The Qantas Frequent Flyer program is better than other frequent flyer loyalty programs
12. In terms of your overall perception, how would you rate the performance of the Qantas Frequent Flyer program?'
13. You mentioned previously that you were a member of the following loyalty programs. Please rank your top 3 loyalty programs; where 1 is the program you consider to be your primary loyalty program.
The next series of questions now refer to Award flight bookings with Qantas.
14. In the last 3 months have you either booked or attempted to book an Award flight with your Qantas Frequent Flyer points?
Yes – for a domestic flight
Yes – for an international flight
No, I haven’t booked or attempted to book an Award flight
15. Thinking about your last domestic flight booking or attempted booking, what class of travel did you first try to book?
Economy class
Business class
16. Were you successful in making the domestic award flight booking in the class you were after?
Yes
No
17. And on a scale of 0 to 10, how satisfied were you with your most recent experience in attempting to book an Award Flight for a domestic trip?
We'd like to ask you a couple of questions about the Qantas Frequent Flyer website. How much do you agree or disagree with each of these statements? (1= strongly disagree, 3 = Neither agree nor disagree, 5= strongly agree)
18. I can easily complete tasks and find what I am looking for on the Qantas website
19. The website helps me understand how the Qantas Frequent Flyer program works
