you're quite right RJ
Whilst the service levels and customer satisfaction continue to improve (and they are) management think they are doing the Right thing.
Crew are their own worst enemy!
QF management really believe that all is well and that crew are preforming better than ever.
Just have a look at the stupid ways crew behave with the PAX surveys, I have been on flights were there has been serious malfunctions in IFE and catering and other areas and the CSM's wont hand them out!
So management have no idea what's going on because crew filter a hell of a lot of information that goes back.