United Airlines has been sending email after each flight, such as: Tell us about your recent flight from Cancun, Mexico to Houston, TX.

My unsolicited suggestions about their approach:

• Remove the line saying “replies to survey@united.com are not monitored”.
• It tells me that no one cares. Others have pointed this out: here, and here.
• Give the option to just reply to message, or answer the structured survey.
• Imagine a big display on a wall inside United Headquarters that randomly displays such emails for them to see as they walk on a hallway.
• Such emails could be placed automatically into an internal blog in United, or a forum, so that follow up can be done as needed.
• It makes no sense that the survey “expires”.
• After a week long vacation, does United really think that answering their email is the top of the things to do when I get back to home and work?
• Give some incentive to provide feedback. Example: a chance to win a tablet, or even a chance to win frequent-flier miles.

This entry was posted on Thursday, January 23rd, 2014 at 10:43 am and is filed under miscellaneous. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.