Flyer ratings - do Virgin act on these?

Just wondering, after having a look at the 3 month rolling averages vs the lifetime average, whether Virgin act on 'unofficial' KPI's? Or for that matter - do they act on their official KPI's?

In all 5 categories, the short term trend is downwards. I would assume that these must also mirror the customer service questionaire that VS pass around?

Do any of you guys trend the ratings - and with the knowledge on this forum, are you able to identify VS actions which later influence the KPI's?

I appreciate that several of the measures are limited to major refit (seats / IFE) but some are much easier to sort - CC, check in.

Sorry to bore :$ but I find stuff like this (fairly) interesting!

For me it provides an insight into VS Management effectiveness and more importantly, what it thinks of its customers.

Cheers

[Pete]

Virgin management are certainly aware of the ratings - I did a presentation to some of marketing & Flying Club teams last year in which I explained how the data was gathered, and how the system worked. They certainly seemed very interested in what we're doing - and I've had recent communications from them that would suggest they do monitor those ratings.

As Pete says they are aware and do look at them but they do have other methods of getting feedback - and those will be more statistically robust.

Don't forget that the members of V-flyer (all lovely people) are not necessarily representative of the people that fly VS.

Out of the 70 TRs in the ratings, 40 were for UC and the remaining 30 split 50:50 PE and Econ so already v-flyer is unrepresentative of the numbers that fly in each cabin. Am not sure but I guess we also tend to fly the more 'business' than 'holiday' routes.

The data that VS collects on the forms it hands round is much more specific than what we enter on here (I got asked to complete one on my last flight).

What I do think gives V-flyer the advantage over the forms is the range of comments that people write in the TRs - these can often be more revealing than the bare ratings. And the fact that teh TRs will cover the whole VS experience from booking, checking, flight and landing etc. BUT there is a degree of inconsistency in these - afterall we are individuals and e.g. one persons being recognised as a frequent flyer by name is anothers being annoyed.

If I were VS I'd be reading them but probbaly thinking 'what a contrary lot - cant even make their own minds up' !

Thanks for the replies guys.

I would have been surprised if they do not take this information seriously. So was happy to see that they have involved you Pete.

I'd thought about the unrepresentative sample but there's not much that can be done about that. It was a very good point about the TR's, the ones that I have read are generally thorough in reliving the experience with the added benefit that some are very amusing.

Excellent site btw!

It would be interesting to know how often V-Flyers are selected to fill in the VS questionnaires.

I guess I get them on almost 50% of my flights. Perhaps FSMs look for a friendly face who won't mind doing it.
It might skew the results however.
And also increase correlation with the VF survey.

[Decker]

In theory the envelopes have the seat number written on assigned randomly before hand but if the person is a no show or declines it would be a strange FSM who looked for an antagonstic replacement.

It would be interesting to know how often V-Flyers are selected to fill in the VS questionnaires.

I guess I get them on almost 50% of my flights. Perhaps FSMs look for a friendly face who won't mind doing it.
It might skew the results however.
And also increase correlation with the VF survey.

I scowl every time those envelopes come near me, consequently, never fill them in - I don't believe VS even read them mind you!