An Airline's Survey is Telling
After my most recent flight with JetBlue, I received an email a few days later asking if I wanted to take a customer satisfaction survey. These days, surveys of this sort aren't uncommon: almost any interaction with a customer service rep will lead in an optional survey, viewing many companies' websites will prompt a random poll on feedback, and many businesses will call you to check up after a new purchase (like with my latest web domain purchase).
Despite the popularity and pervasiveness of this, it seems as though airlines have always been willing to sit back and take feedback from those who speak the loudest - the ones who go out of their way to compliment service or deride delays angrily over social media or through customer service hotlines.
JetBlue's inclusion of a customer happiness survey illustrates that despite their cheap and affordable prices, they still highly value feedback and aim to improve their standards as an airline. In itself, this is not a huge step up, but rather shows attention to detail on JetBlue's part. Much like with their TrueBlue program, in flight amenities, and fair pricing, a little bit can go a long way when the time is taken to treat the customer well and keep our best interest in mind.
While I secretly hoped to be rewarded with a badge or extra points at the end of the survey, I didn't mind as it was a well developed questionnaire with brief length, easy controls, and the data it asked for seemed relevant without being too detailed or laborious to recall.
