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Qantas - staff feedback

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Qantas - staff feedback

Old 3rd Mar 2010, 10:13
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Qantas - staff feedback

A question for Qantas cabin crew.

The Qantas website has a feedback page. I've used this a couple of times to give positive feedback on my CC. I'm a Platinum FF and get either a call or email thanking me.

My question is does that feedback make it back to you and does it factor in when you have appraisals etc. ie Is it worth the effort for me to give positive feedback?
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Old 3rd Mar 2010, 15:17
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Yes your feedback greatly helps in our KPI assessment and it does reach us!
Cheers.
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Old 3rd Mar 2010, 20:53
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Thanks.Good to know.
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Old 3rd Mar 2010, 21:19
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That may be the case if you're an Onboard Manager where it's all about meeting those important KPI numbers.

As a flight attendant I have not had an appraisal/review/feedback session with a Cabin Crew Team Manager in over 7 years.
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Old 3rd Mar 2010, 21:51
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Yikes!! seven years is a bit of a long time between appraisals.

Do you normally work with one onboard manager or do you just move about depending on staffing requirements.
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Old 3rd Mar 2010, 22:38
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cs123 -

We do not fly with a particular CSM, though we have a ground manager (the person you would call your boss or supervisor in a regular job). These managers just had their workload greatly increased and look after 250 flight attendants each. I have found the two in my base to be very good. Though they seem to have little authority and always have to send emails or make phone calls to get things done.

Our CSMs regularly do behavioural type appraisals and these are fed into a computer system, which our manager can access. We used to sit with our ground manager and they would go through them. It has been a while since that occurred (2006 was my last).

I have, however, received complimentary feedback from customers that appears to come from the the customer feedback webpage. It is de-identified though and is attached to a letter from our manager.
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Old 3rd Mar 2010, 23:04
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Yes cs123, 7 years is a long time between appraisals. I suppose there's no money for that sort of thing anymore (unless you're performance is poor).

The reviews completed on board by your manager are an A4 sheet with some dots to fill in to rank the crew member's performance, usually completed by an Onboard Manager who has never met you before
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Old 3rd Mar 2010, 23:31
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Feedback greatly appreciated

Hi cs123,

In answer to your question, from my perspective yes it is worth the effort you put in to writing in. Even if it is not raised in an appraisal with our ground manager we greatly appreciate your taking the time to recognise our efforts. Everyone loves to feel appreciated; it puts a spring in our step and encourages us to keep up the good work. As a platinum frequent flyer your feedback is especially appreciated.

As ditzyboy has said our onboard managers (ie Customer Service Manager and Supervisor) do appraisals on us every few trips so even a comment to the Customer Service Manager or Supervisor as they pass through the cabin or as you leave the aircraft can have a positive effect on our appraisals.

Thanks
obira
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Old 4th Mar 2010, 01:53
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OK. If the feedback makes it back to you or if it helps in anyway I am more than happy to give it.

Never thought about talking to the onboard manager, will make sure I do that too.

BTW. Qantas crew are generally very good. It makes a having to sit on planes all the time a little bit more bearable. Thanks
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Old 4th Mar 2010, 23:40
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I am still

waiting for a respone to any of my customers emails. i have seen over the last 2 to 3 years customers write emails complimenting crew providing a very good service but have yet to see a formal copy of the email. have raised this with my manager but as usual there is no resource to investigate,etc. However, if there is a complain as soon as the email gets send the phone rings....
cs123, talk to your onboard manager or get a piece of paper and comment on it so the OBM can take it in person back to the office and it will get actioned
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Old 5th Mar 2010, 02:01
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We love the positive!

Bring on the positive feedback, we love it! It really perks you up when a passenger takes time out to do this. It is very much appreciated.

Thank you.
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Old 5th Mar 2010, 04:08
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cs123, thank you for taking the time time to show your appreciation. I have several copies of customer emails in my possesion ( with customer details blanked out course) and it really does make us happy to know we are doing a good job. Feel free to tell the crewmembers themselves also as you leave if you like their service, it's always nice to be able to hear a thanks in person, also we can see who you are and if you fly with us a lot-( as you would with PL status!)- we can say hello again next time we see you on board.

I keep copies of any positive customer feedback because you never know when it might come in handy, also if you are looking to apply for a promotion or other such special opportunity.

Have a great day, see you on board soon
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Old 5th Mar 2010, 06:45
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From my experience any feedback/compliments either from customers or on board manager is passed on with a copy to the relevant crew member and a copy also goes onto their personal file, and yes it is greatly apreciated and rewarding. Are you aware of our "Excell" program? It allows customers/crew to nominate a particular crew member (or entire crew) for an award for an exceptional service experience which would usually exceed the set standard. Nominations are looked at and winners chosen every few months. You can identify previous winners from a badge on their jackets.
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Old 5th Mar 2010, 07:35
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Thanks for the reminder. I have seen the Excel program but had forgotten about it.

I get the occasional web survey request. There is a section there on crew. I normally try to fill those surveys in
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Old 24th Mar 2010, 14:21
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A lot of the Managers on board take the credit themselves and don't pass on the feedback to appropriate cabin crew managers. So perhaps you could address the letter to the flight attendant you had on board via the qantas feedback page.
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Old 25th Mar 2010, 05:07
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Angel

If you provide general comments about your experience, the entire crew will receive a copy of the letter, even if they were not operating in your cabin. If you personalise it, then usually that crew member will receive it. As an OBM, if any customer provides positive comments about a specific crew member, I would pass that feedback on as soon as possible to that crew member, as I think we all appreciate that kind of on the spot feedback. We can then also complete a performance review for that sector reflecting the crew members efforts. If you enjoyed your in flight experience, let one of the OBM's know so we can pass on your comments to the whole crew. If something is not right, please let us know, we will do our best to find a solution. I think we all realise that many of our Platinum FF's spend more time on our aircraft than we do, and if you are happy with your flight, we would welcome an opporunity to pass on specific positive feedback to our crew after an 18 hour day at the office. Safe travels.......
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Old 25th Mar 2010, 20:25
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It's a sad world when crew are courting letters from passengers for just doing their job.

Maybe I should ask for a letter from passengers everytime I land the plane.

This is your job people, just do it. It's what you're paid to do. You shouldn't need a positive letter to put a "spring in your step".
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Old 26th Mar 2010, 03:11
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I dont think anyone is courting letters, simply answering a question for a FF about what happens to their feedback when they give it.
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Old 26th Mar 2010, 03:48
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Some people do court letters as management look for these when applying for promotions and if you dont have any on your file they ask why and some will even assume that because you have no positive letters on your file you are therefore not worthy of a promotion. Thats just Qantas.
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Old 26th Mar 2010, 04:36
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Aus380. I think you're caught up in the typical self importance that exists on the 380 in Qantas.

Of course people court letters as GalleyHag suggests.

From what I have heard, OBM's on the 380 are generally the corridor creepers who would also try and persuade pax to write a letter when they are happy. Of course the reverse would exist if there was a dissatisfied or disgruntled passenger on board.

Management need to take a good look at themselves if they are promoting on the basis of letters in ones file, or how much one brown noses around qcc1. When the original OBM's went to the 380 at initial introduction, I'm sure that brown nosing was a pre-requisite!
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