QFF/Loyalty Survey - "We'd like to know what you think"

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QF WP

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Got this email from QFF yesterday and now completing the survey:

We're always working to improve the Qantas Frequent Flyer program and an important part of this is understanding what our members think.

To help us with this, we'd appreciate 10 minutes of your time to rate the program and provide some feedback.

Australia Online Research, an independent market research company, has been commissioned to help Qantas Frequent Flyer undertake this confidential survey.
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I'm taking copies of the questions (and my responses) for future reference. Not for publication, given I will keep their confidence - however I'm sure my truthful answers will be useful and be a little confronting for them - I like playing devils advocate.
 

Pushka

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Careful you dont fall victim to the "we don't want to know anything more" showstopper. And I can see harvyk reading this as I type. :p
 

QF WP

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Pushka, a little less obtuse and I may have understood your reference?? :shock:

Thank you for taking the time to complete this survey.

Finally, please add any comments you have regarding this e-survey.

Perhaps you were referring to this??

My response to this final comment field was priceless. Hopefully they take it onboard for the constructive criticism that it is....but I doubt the direction of the QF Board, Senior Management and QF Loyalty are the same as mine :rolleyes:... just a look at my AFF Verified Airline Status will give them an idea of my loyalty...
 
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TomVexille

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Pushka, a little less obtuse and I may have understood your reference?? :shock:



Perhaps you were referring to this??

My response to this final comment field was priceless. Hopefully they take it onboard for the constructive criticism that it is....but I doubt the direction of the QF Board, Senior Management and QF Loyalty are the same as mine :rolleyes:...

I believe Pushka was referring to the following thread

http://www.australianfrequentflyer....program/surveys-you-do-not-qualify-62580.html
 

QF WP

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Thank you TomVexille for the explanation and link, duly read. I think it now makes sense...
 

dmitri

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I did this survey yesterday, there are some funny questions in there, way too many about tiger air for my liking???
 

QF WP

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Tiger weren't mentioned in mine. Should depend on the responses to the earlier Q's...wonder what are the panel of questions?
 

Supersonic Swinger

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I told them that for a frequent flyer, the program changes over the last while have meant that chasing points was no longer an incentive of the program, only really the status.
 

trippin_the_rift

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I had a similar one a couple weeks back that was ~30minutes.
I like the type of questions it seems thought was put into it especially FF program related.

But what I don't think QFF understands is that when people earn more points from CC than flying - it's points that drive status that drives loyalty. Not flying that drives points that drives loyalty.
The US FF programs have this figured out - and that's why they're incredibly profitable.
 

RooFlyer

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I had a similar one a couple weeks back that was ~30minutes.
I like the type of questions it seems thought was put into it especially FF program related.

But what I don't think QFF understands is that when people earn more points from CC than flying - it's points that drive status that drives loyalty. Not flying that drives points that drives loyalty.
The US FF programs have this figured out - and that's why they're incredibly profitable.

Sorry for the drive O/T, but could you clarify, please? Points driving status? Surely SCs via flying drive status in the case of QF and $$ spent on the airline in case of most US carriers?
 

trippin_the_rift

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Sorry for the drive O/T, but could you clarify, please? Points driving status? Surely SCs via flying drive status in the case of QF and $$ spent on the airline in case of most US carriers?

Think about this...

If you had no ability to send credit card points into QFF, how valuable would earning/retaining QFF status be to you?
Less upgrades....less award tickets...less toasters...

In this sense if you have the ability to generate a fair chunk of CC points, it's where you send them that will drive loyalty to that airline.

Of course this goes out the window with anyone who can't/doesn't earn many CC points. But then everyone knows it's CC points that generate almost all the revenue for QFF so you'd think it's logical to focus attention towards customers who have the ability to create more points into existence.

In fact I met a gentleman earlier this year in Amsterdam who claimed to be earning 15 million cc points/year from his business. He has no status with any airline and only redeems for award tickets in First Class. He was telling me how those were going to VA earlier last year because he had the ability to earn status credits from award tickets. Textbook example of points driving loyalty.

Qantas is a loyalty/marketing program that happens to own an airline. Not the other way around ;)
 

AustraliaPoochie

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Whats the real point of filling surveys, when they will just use your email address to send you spam on fares.
If QF was really keen, they would have known that the post Jul14 changes were not welcome by most of the QF travelling public.
But for what ever reason, it was thought important for them to bring in the Jul changes, and a group (so I am told) felt it was important to change the FF points earn and the SC earn rates.
I have already once written to GPO Box 4357QQ and had a recorded message about my letter.
But, its a useless exercise.
If I got the email, I would delete it.
Will still fly QF, but will not aim to make PS or Loyalty Bonus. Will pay for QP, but thats all I will do for QF.
 
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RG1

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I completed a 15 minute survey yesterday. Among the topics canvassed was family pooling, membership pause, higher redemption rate for a guaranteed international J award, upgrade requests on Classic Awards and probably a number of others I forget. Kind of wished I had screen-grabbed the entire survey.
 

KVK

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Pleased to report the link worked today and survey completed
 

flyingfan

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I completed a 15 minute survey yesterday. Among the topics canvassed was family pooling, membership pause, higher redemption rate for a guaranteed international J award, upgrade requests on Classic Awards and probably a number of others I forget. Kind of wished I had screen-grabbed the entire survey.

I had lots of questions in the vein of would you rather have 3 million guaranteed award seats or less points to redeem economy seats, less points to redeem domestic economy awards vs international business awards, etc. Also made me compare my other airline memberships.

It was quite a tedious survey and I began to rush through it. They should have thrown in a sweetener, like 1,000 or 5,000 FF points or lunch at Rockpool :)
 
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