I understand that customer feedback will also be gathered via the new IFE with a brief questionnaire popping up for the passenger to complete on screen. No selecting who gets one by crew and no handing it back to crew either.
On the face of it that would seem to be a good system.
With regards to positive feedback from customers my partner (WW PSR) often recieves letters from her manager when her manager has recieved a positive letter from a customer on one of her flights, it surprises me how often this happens btw.
I can tell you all that she works very hard and it makes her day when she gets one of these letters, which in turn can often make my day too as a result
So if you are quick, as I am, to write when it is dire do please do the opposit when it's great, it
does have an effect, even if only to the quality of my evening.