Airline Loyalty Survey

seagull22

seagull22

Well-Known Member
Hey Everyone,

If you have the time please fill out this survey for a consumer behavior class that I am currently enrolled in right now. We are trying to figure out how important airline loyalty is when purchasing an airline ticket. If you have any other comments or concerns post a reply or PM me.

Click Here to take survey


Thank you,

David Sigel
 
The survey form doesn't like my browser(s) - tried two. When I try and check a box on the next row it un-checks whatever was in the column above. not sure why that is.
 
Your survey is not working properly.

When you get to the different factors, you can only select one option in each of the columns. You cannot go through each option/question.
 
got it fixed


<a href="http://www.surveymonkey.com/s.aspx?sm=8_2bvdhaky_2fRQO061db1jKTQ_3d_3d">Click Here to take survey</a>


Dave
 
I'll keep everyone updated. Should be an interesting project and interesting results.

Thanks again,

Dave
 
Murdoughnut said:
If you need help analyzing the data, let me know - I do this for a living :)
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Well, your sample is fundamentally flawed for a few reasons.

First, you are asking a bunch of pilots (that probably don't pay for too many airline tickets).

Second, surveys are self reported. What people say they do, and what their behavior is, are often quite different.

More meaningful numbers would come from randomly asking people at the airport.

As far as loyalty goes (the point of your survey), I think you are going to find that about 2% of airline passengers matter. Most of an airlines marketing budget will focus on these 2% of passengers, since they probably account for around 30% of revenue and most of the higher fare tickets.
 
I have this on a few diffrent forums so hopefully we get a varied response. It would be great to interview people at the airport but our local airport only has 3 flights a day to PHL and we can't make it out to interview the customers. We are just trying to get the basic idea of if people are loyal to an airline nothing deep here.

Thanks for all of the responses!


Dave
 
Good points Beagle.

Here's what you'll find with Safety. Everyone will say that it's important. So when you go to run each of these measures in a multivariate model, safety will come up as being unimportant. The reason for this is that there's no variation on the measure - safety is important to everyone.

In the business, we call this a "cost of business effect", meaning that although it won't pop statistically, the second you introduce any variance, it all of a sudden becomes critically important. Another example are drivethroughs with quick-service restaurants. Having a drivethrough will never pop as being important to consumers - until you open a restaurant without one.
 
Survey taken & a bump

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Murdoughnut said:
Here's what you'll find with Safety. Everyone will say that it's important. So when you go to run each of these measures in a multivariate model, safety will come up as being unimportant.
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I think you'll find that safety, on-time performance, baggage handling, and aircraft fleet age all will look like this. None of them will matter when it comes to consumer behavior, since none are easy to compare, and generally there aren't other options anyway.

I think what you will find is that leisure travelers have no loyalty, and will shop purely on price.

Business travelers will shop almost purely on schedule (nonstops), and will be loyal to the dominant hub operator where they live (i.e., the one with the most non-stops)
 
drunkenbeagle said:
I think what you will find is that leisure travelers have no loyalty, and will shop purely on price.

Business travelers will shop almost purely on schedule (nonstops), and will be loyal to the dominant hub operator where they live (i.e., the one with the most non-stops)
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Not so fast my friend. I may be an outlier, but I have taken the habits I had when I was traveling for business and applied them to my leisure travel.

And the airline I travel on knows this and does things to make me happy. Extra legroom, free upgrades, and premium passenger lines at security are how they keep my business. Often, they cost more, but I'll pay it.
 
tonyw said:
And the airline I travel on knows this and does things to make me happy. Extra legroom, free upgrades, and premium passenger lines at security are how they keep my business. Often, they cost more, but I'll pay it.
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Wouldn't any other major airline be giving you more or less the same perks, if you were so frequent a customer?

I guess my point is, the perks don't really kick in until you are above 50,000 miles in a year. Most leisure travelers don't fly that much.
 
When they all suck equally, I, like the rest of the swinish masses, am loyal to the allmighty greenback. But this fact prevents anyone from offering a more premium service. The irony of this is not lost on me, and in fact makes a pretty good analogy for the idea of a 'free market' in any publicly funded infrastructure. We've all gotten used to being lied to that we accept it casually and think we've won the lottery when we pay less for a more or less imaginary promise of service. Until there is systemic change in the laws governing corporations, this will not change.
 
drunkenbeagle said:
Wouldn't any other major airline be giving you more or less the same perks, if you were so frequent a customer?

I guess my point is, the perks don't really kick in until you are above 50,000 miles in a year. Most leisure travelers don't fly that much.
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Tony is probably talking about United Airlines where you can pay to be a member of the Economy Plus program, for an extra fee, you can sit in the economy section with additional leg room.
 
Completed...And for what it's worth, whenever I need to book a flight, I will visit Jetblue, Southwest and Airtran's homepages (in that order) first before the large commercial sites (expedia, travelocity etc...)
 
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