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8/9/2017 Inflight Customer Experience Survey

https://www.surveymonkey.com/r/?sm=ZBDD81jyRg3BxoHyFSDvBA_3D_3D 1/5

Thank you for taking the time to tell us about your recent flight with Southwest Airlines. While we care about all of the phases of your journey with Southwest, for the following survey please focus only on the interactions with and observations of the Flight Attendants on the flight noted in your email invitation.

Individual answers will be kept strictly confidential and will be used for marketing research and Employee coaching purposes only.

Inflight Customer Experience

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1. How satisfied were you with the service you received from the Flight Attendants? 1=Not at all satisfied 5=Neutral 10=Extremely satisfied

Your feedback is important to us. Please explain your level of satisfaction.

2. Please indicate the extent in which you agree with the following statements regarding your most recent Inflight Experience on Southwest Airlines? 1=Not at all satisfied 5=Neutral 10=Extremely satisfied

8/9/2017 Inflight Customer Experience Survey

https://www.surveymonkey.com/r/?sm=ZBDD81jyRg3BxoHyFSDvBA_3D_3D 2/5

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A. Upon entering the plane, they greeted me in a way that made me feel they were happy I was there.

B. They made the passenger process of finding bin space for bags and a seat more efficient.

C. As a Customer, they made me feel they were happy to be there and enjoyed their job.

D. The level of service and enthusiasm matched the context of the flight concerning time of day, weather conditions, and mood of Customers.

E. They made me and/or others feel like requests for assistance or information would not be an imposition.

F. They presented a calm, confident, and pleasant demeanor.

G. Safety demonstrations and Public Announcements were easy to understand, informative, pleasant in tone and context, and performed in a way that made me feel comfortable.

8/9/2017 Inflight Customer Experience Survey

https://www.surveymonkey.com/r/?sm=ZBDD81jyRg3BxoHyFSDvBA_3D_3D 3/5

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H. When unexpected changes in the flight occurred (turbulence, delays, etc), they kept us informed and/or comforted with the right amount of communication.

I. The beverage and snack service was timely and efficient.

J. The variety of snacks offered was sufficient for the flight time.

K. The trash collection was timely, effective, and repeated if necessary.

L. They were approachable and accessible to the Customers.

M. As you were exiting the plane, they said a sincere goodbye, and thanked me for choosing Southwest Airlines.

N. They genuinely made me feel valued and appreciated.

3. What was the purpose of your trip? Business

Leisure

Both

4. Did your flight depart on time? Yes

8/9/2017 Inflight Customer Experience Survey

https://www.surveymonkey.com/r/?sm=ZBDD81jyRg3BxoHyFSDvBA_3D_3D 4/5

No

I can't remember

5. Approximately, where were you sitting in the plane? Front

Middle

Rear

I can't remember

6. Was there any particular Flight Attendant(s) you would like to recognize that made your experience especially memorable, either positively or negatively?

7. Do you have any other comments or suggestions for the Flight Attendants regarding any phase of your flight?

Done

8/9/2017 Inflight Customer Experience Survey

https://www.surveymonkey.com/r/?sm=ZBDD81jyRg3BxoHyFSDvBA_3D_3D 5/5