Betty Girl,
I do not like to disagree with you as I like and respect your opinions on both threads. However, from a customer service perspective I would suggest that your reply is both completely normal/typical of those I met in Aviation, and is wrong. It is not that you, personally, are wrong, it is that Aviation is way behind the game on measuring and improving customer service.
Service standards, and the measurement of those standards, is an area where the know-how has moved on massively over the last 10 years.
Some retailers and others providing services can measure the contribution that everyone in the team makes - and use those measures as predictors of profitability, or whatever the targets are.
Even old fuddy-duddy corporates like BP can measure the team leaders' impact on a team, and how that will impact whatever the key metrics are.
BA's methods of measuring Customer Service are out of date and are too dependent on whoever hands out the forms.
I do hope that BA fix this whole area soonest.
I would go on and on about this...................but I'd better not!