Avion Express customer service improving survey

Hello. I invite you to fill this customer service improvement survey to help me with my bachelor studies. My goal is to collect infromation and oppinion of my collegues to clarify what is our strong and weak sides of customer service, where we should improve and what will help us to grow. This survey will take 5 minutes of your prescious time and I will be very grateful for it.

Anketos rezultatai yra prieinami tik anketos autoriui

conflict management"small talk" skillsfirst aid theoretical or practical knowledgesafety and security knowledgeknowledge about the companyknowledge of food and beverages from BOB menuknowledge about in-flight boutique items

performance of practical tasks during trainingadditional and updated information about first aid/on board cases via company information systemconstant update of theoretical information for recurrent trainingsdistribution of literature to crew members (booklets on first aid, a list of medications on the plane with a description of their effects)

live seminars/lecturestheoretical material updateprovision of useful and interesting information (examination of live examples)

YesNo

via company information systemduring recurrent trainings

YesNo

order of garbage collectionorder of food destributionPA information and quality provisioncrew etiquette

YesNo

provide detailed, systematized and clear information about the serviceadd service trainings to recurrent program

Yes, passengers currently ask for this informationNo, this disturbs passengers rest on board

Yes, quality and amount of provided information is satisfyingNo, information is being forgotten, always changing, trainings should be organized more often

Yes, time is well managed, once a year this kind of timing is satisfyingNo, trainings should be shorter, not necessary information should be deleted, trainings should be shorter but more often

Nofirst aidsafety and securityservice trainings

less than 1 year1-3 years3-5 yearsmore than 5 years

18-2020-2525-30over 30

malefemaledon't want to answerother

Avion Express customer service improving survey

1. In which area you feel lack of knowledge?

2. Conflict management skills could be improved:

3. First aid knowledge could be improved by:

4. Safety and security knowledge could be improved by:

5. Should information about food, beverages and other goods selling on board be provided?

6. Should information about food contents and allergens be provided?

7. How should knowledge about goods and products be provided?

8. Are you satisfied with the passenger service process?

9. What knowledge/skills should be learned to improve passenger service?

10. Should service trainings be organized?

11. How should company perform service training?

12. Should the number of information messages (PA) intended for passengers be defined (flight speed, altitude, over which currently flying, etc)?

13. Is recurrent training once a year enough for the quality knowledge ?

14. Is timing of recurrent training satisfying?

15. Should any training be organized more often?

16. How long do you work for Avion Express?

17. How old are you?

18. Your gender?