Lesson from the Dreamliner:How NOT to do a Customer Satisfaction Survey!

In January I joined an elite club of several thousand Europeans who have flown the Boeing 787 aircraft

aboard LOT, which is the only EU airline flying it.

It is a truly MARVELOUS aircraft, but what struck me MOST about it was the Customer Satisfaction Survey, which Boeing kindly provided on the state of-the art

onboard entertainment system (you can see it below). I made snapshots of the 3-questions (see next slides).

Question 1

Question 2

Question 3

Ten days after my flight a series of incidents led to the grounding of the entire 787 fleet, due to overlooked problems with the plane’s electrical system (batteries causing small

fires). Boeing’s shares tumbled on the news. This was the first aircraft fleet grounding with an emergency airworthiness directive by the Federal Aviation Administration since 1979.

The Bottom Line: Customer opinion matters. Collect proper feedback, no matter how great you think you are.

Another piece of advice: Don’t flash fire hazard signs to 787 passengers, even if it is a Massive Attack album.

It is a beautiful plane, nevertheless! I hope it returns to the skies soon