Dan Naden

Taking a survey at 30,000 feet with Delta Airlines

30,000 feet above the ground.

The air is thin.

Sinuses are congested.

Time sometimes drags.

I’ve read a book, written some notes, browsed the in-flight magazines, did some deep thinking. It’s that time in the flight when I wonder: “Wow! I am high up off the ground with a bunch of strangers in a metal tube. This is amazing.”

I snap out of my daze and start fidgeting with the seat in front of me when I notice a screen. “Whoops! Sorry ‘passenger in front of me’, I think I just kicked your seat.”

Hmm…I like screens. I like interaction.

Customer-centric companies need us answering 'yes' to the 'right' questions.

After turning on the screen, I browse the interface:

  • Games (mostly all for $)
  • Flight path (it’s cool to see where you’ve been and where you’re going.)
  • Survey; (this caught my interest).

I took the ~10 question survey and was baffled by its approach.

The questions were all centered on the seat.

  • How comfortable is your seat?
  • How clean is your seat?
  • How tidy is the seat pocket?

I realize that the ‘seat’ is a big part of flying, yet there are so many other aspects to the service of flying that should deserve attention.

Wouldn’t these topics weigh heavier on an airline purchase decision than the nuances of a seat?

  • How friendly and attentive were the flight attendants?
  • How helpful were the gate agents with getting the information you need?
  • Were you promptly notified if there was a delay or change in schedule for this flight?

It’s encouraging to see Delta asking for my feedback. A wider, more customer-centric approach to surveying, however, might provide more tangible results — results that could help Delta secure more loyal and happier fliers.

Note: I am a loyal Delta flier and will continue to be one. I just see a path for them to do better. Make it happen, Delta.

Until next time,

Dan Naden

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