What do Qantas crew know about you?

[markis10]

I asked the CSM on Monday. He wouldn't show me "due to privacy" but he was happy to tell me what it said. Stuff about status, stuff about previous service recovery episodes, whether you're on the feedback panel. Most interesting was something about a 'net promoter' score. I suppose it's something about ability to influence others and promote QF. He didn't really explain it very clearly.

Net promoter is based on the perspective that every customer can be divided into three categories:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

 

[Mr_Orange]

Net promoter is based on the perspective that every customer can be divided into three categories:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Interesting. There must be many more in the 0-6 category following all of the enhancements of the last couple of years!

 

[knightman7]

They are always aware of my food allergies and drink preferences in F and J on long haul. Not sure about domestic though although I imagine it's the same, they just don't have as much time to look

 

[burmans]

I had the privacy thing as well last Saturday on my domestic flight. It's an interesting excuse as I thought privacy laws give the individual the ability to see the information held about them. I suppose a formal request to head office would be required.

Indeed, the below Privacy Principle does indeed give you the right to seek access to information held about you (but as you note the entity is entitled to put some limits on how you access that information as long as these are reasonable)

APP 12 — Access to personal information

 

[burmans]

Interesting. There must be many more in the 0-6 category following all of the enhancements of the last couple of years!

What is possibly more interesting is how they have garnered the information required to calculate a score. Unless you have completed a survey am unsure how they would know this, unless they are monitoring our interactions on social medai (possibly including this site).

 

[markis10]

What is possibly more interesting is how they have garnered the information required to calculate a score. Unless you have completed a survey am unsure how they would know this, unless they are monitoring our interactions on social medai (possibly including this site).

Up until the iPAD was introduced I imagine it would have been based on crew reports and calls into the call centre, now they can capture a lot more in realtime giving a more accurate picture in theory. There is no doubt companies are increasingly using social media to capture data as well, so being cautious with identity maybe wise if you have concerns. Overall I think its great, we all like to feel special in one way or another, for many its as easy as a small personal touch be it a glass of J wine or a J headset on a plane of 300.

 

[penegal]

I asked the CSM on Monday. He wouldn't show me "due to privacy" but he was happy to tell me what it said. Stuff about status, stuff about previous service recovery episodes, whether you're on the feedback panel. Most interesting was something about a 'net promoter' score. I suppose it's something about ability to influence others and promote QF. He didn't really explain it very clearly.

Net promoter is based on the perspective that every customer can be divided into three categories:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Many companies use NPS, however its efficacy and value are contentious.

Net Promoter - Wikipedia, the free encyclopedia


At a level most people can relate to: Many large companies have a number of call centre agents who "coach" customers to provide a better NPS score without realising they are being "coached" into saying the right thing. The call centre agent and company then both receive an inflated score.

 

[markis10]

Many companies use NPS, however its efficacy and value are contentious.

Putting people in boxes is always contentious on the basis we like to think we are individuals!

 

[burmans]

Many companies use NPS, however its efficacy and value are contentious.

Net Promoter - Wikipedia, the free encyclopedia


At a level most people can relate to: Many large companies have a number of call centre agents who "coach" customers to provide a better NPS score without realising they are being "coached" into saying the right thing. The call centre agent and company then both receive an inflated score.

Well as per the old Drucker saying "what gets measured get managed". As penegal notes though many (if not most) measurement systems are inherently flawed (most because they are narrowly focussed) and hence can be sometimes fairly easily manipulated, which then gives a false impression.

 

[RooFlyer]

I'd be really curious about what their iPad has about me. I don't do any social media (unless you include AFF 'anonymous ?'), my company has no web site, most of my flights are paid for by clients and I usually keep a low profile in flight. I've only made one complaint to Qantas that I recall - that was taken up in detail with my State Manager: I've sent a number of positive feedbacks.

The one thing that would stand out to a CSM would be my plummeting use of QF over the past 3 years. Whether or not he/she commented on that would be telling.

 

[markis10]

The one thing that would stand out to a CSM would be my plummeting use of QF over the past 3 years. Whether or not he/she commented on that would be telling.

On that metric I suspect you dont stand out either.

 

[RooFlyer]

On that metric I suspect you dont stand out either.

Agree; that's what I mean ... you notice a few rain drops when it starts raining; but a constant shower you stop noticing the individual drops...

 

[Himeno]

They are always aware of my food allergies and drink preferences in F and J on long haul.

Really? They always try to shove liquor at me despite me repeatedly telling them I don't drink.

 

[DTM1]

I had a CSM wish me happy birthday when I was getting off a flight, so they clearly have that information as well.

 

[medhead]

Putting people in boxes is always contentious on the basis we like to think we are individuals!

I'm not.......



managed to restrain myself from the Monty Python reference for an hour

 

[under the radar]

Well, my first two flights as a new WP went completely unnoticed by QF. Maybe because I was in J for both or maybe because they just didn't give a **** or maybe they didn't even know (although my status had been updated in time). Meh!!

or maybe they've read some of your posts on AFF (I type this post as I stir the pot)

 

[Mr_Orange]

or maybe they've read some of your posts on AFF (I type this post as I stir the pot)

Could be, you never know with the interconnectedness of all things!

 

[under the radar]

crew know more about YOU, through the 'info' (verbal/written/'personality') YOU give THEM (without realizing it)

and of course this works both ways...but that's OT

 

[Hvr]

Really? They always try to shove liquor at me despite me repeatedly telling them I don't drink.

I've found them very good at not offering after my first refusal. And that is to the first FA and then the rest know. Whereas in Emirates last Wednesday night every FA in J offered me alcohol at least twice.

 

[under the radar]

I've found them very good at not offering after my first refusal. And that is to the first FA and then the rest know. Whereas in Emirates last Wednesday night every FA in J offered me alcohol at least twice.

very true....an 'effective' crew member, is someone who keeps their fellow crew members 'in the loop' . It just makes life more pleasant for the crew and the pax involved... I often relayed to fellow crew via informing them and placing a very clear written note in the galley, with the seat no./'requirement' (away from general pax view)