Comments on: Maritz Drops Yet Another Airline Customer Service Survey

By: CF

CF — Thu, 28 Jun 2007 15:51:56 +0000

Hmm, I don’t remember anything about that Frog Man. I’ll see if I can figure it out, but it wouldn’t surprise me. People always say they’ll pay more for things, but when it comes time to swipe that credit card . . .

By: Frog Man

Frog Man — Thu, 28 Jun 2007 08:31:30 +0000

Tim = lame.

Cranky’s point is a great one. Theses surveys are completely useless in determining peoples preferences. There is a massive disconnect between what people will say in a survey and what they do in reality, when making hard choices about how to spend there money.

Cranky, wasn’t there some BA experience with a similar phenomenon where they did surveys where people said they’d be willing to pay for things that were “good” for the environment, but in reality no one ever did once the program was rolled out?

By: CF

CF — Wed, 27 Jun 2007 22:04:13 +0000

Wow, is my content so boring that all you can focus on is that I mispelled a word? I need to get some better material. Or are you just an angry Maritz employee?

Either way, the first point is fair. I fixed the misspelling.

Your second point proves that you didn’t bother with context. I actually had the 42% used incorrectly. It’s not that people are willing to pay 42% more, it’s that 42% of the people are willing to pay more. My use of “then” is correct, but the mistake I made was far worse than just a grammatical one.

By: Tim

Tim — Wed, 27 Jun 2007 21:49:36 +0000

What are “service suveys”?

Suvey?

42% more then

more THAN

By: CF

CF — Wed, 27 Jun 2007 20:28:40 +0000

Ah, good question.

The decision was made to shut down the travel site back in April. There were several factors that went into the decision-making process, including the desire to refocus our resources back on the core product of shopping comparison.

Hopefully other sites will get better at merchandising air travel in the future, but for now there just aren’t any good options other than doing it yourself. (That means going to flightstats.com to find accurate on time performance and seatexpert.com to find legroom, etc.)

By: George Bolaris

George Bolaris — Wed, 27 Jun 2007 20:02:18 +0000

I agree with the “survey=junk.” There are a lot of people who have use for customer service horror stories–they are running your local paper and USA Today. The same people would breathlessly publish those ‘improvement musts’ surveys as gospel truth..

BTW what happened to pricegrabber.com travel???