Argus whilst what you are saying about poor customer service from QF cabin staff MAY be true, it is not really fair to shoot the messenger ie. just the cabin crew in this instance.
As per Prof. James Reason's model - there is more than just one cause and there may be many failures contributing.
Perhaps looking into WHY cabin crew are not giving exceptional customer service will help establish the real reason behind a poor performance in the survey.
Poor morale is just one reason... no doubt there are many more. I think it is safe to say that QF management's attempt to move jobs offshore is not contributing to an improvement in cabin crew's morale or work ethic.
Of course, that's just my opinion.
SG
