Chatting with my Purser on board today. She said pursers have been "invited" (on their day off) to attend "focus groups" to discuss how EK can do better in dealing with the rapidly declining customer satisfaction issue.
I said to her to go along and tell them they're missing the friggin point...completely skipping past the problem. Engage with the disenfranchised, threatened, pissed off and worn out staff first...fix that problem because without that being solved, they're completely wasting their time trying to fix the customer satisfaction problem.
As Branson says.."I don't have to worry about looking after my customers...I look after my staff and THEY look after my customers"