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I’m Matthew Lear, a final year Aviation Management BSc student at Coventry University. I am currently researching airline passenger experience for my dissertation and would really appreciate your assistance. If you have flown with British Airways to/from Heathrow Terminal 5 during 2023/24, I would be very grateful to receive your experience feedback by completing this anonymous survey:
https://coventry.onlinesurveys.ac.uk/bapaxexperience
Your support will help me immensely as I require as large a sample size as possible. Thank you in advance. Matthew
(post approved by Rob)
Happy to fill it out Matthew, but I have a question – With questions like The ‘layout and design of the check-in areas are POOR’ does ‘Slightly Dissatisfied’ or ‘Slightly Satisfied’ mean I think they are poor? e.g. are you looking for the opposing answer when it says something is poor in the question?
Yes I’m confused by answers that don’t suit the proposition in the question
Hello. Thank you for the question. If the layout and design of the check-in area is poor, I’m looking to see what the extent of your dissatisfaction would be, so I’d be expecting a slight/moderate/extreme dissatisfaction ranking, or neutral if it doesn’t bother you.
Another example to illustrate it if I was looking at the in-flight experience could be agreeable in-flight temperature. It may not generate satisfaction among passengers because they take this attribute for granted (neutral score). However, passengers may become extremely dissatisfied if air-conditioning fails during a flight. That is, a particular attribute can be more sensitive to dissatisfaction than to satisfaction.
I hope this clarifies.
I’m not sure I explained it well enough.
The structure of your questions supposes a range of satisfaction from Extremely Dissatisfied to Extremely Satisfied.
The question “The layout and design of the check-in areas are POOR” would be answerable easily with a structure of Agreement rather than Satisfaction.
So, someone might answer the question “The layout and design of the check-in areas are POOR” as ‘Extremely Dissatisfied’ but that answer could be perceived as they are very happy with the layout, as the question frames it in ‘are POOR’.
So, with that in mind; If I were answering “The layout and design of the check-in areas are POOR” and I think the check in areas are reasonably poor, what answer would you be expecting? Because I would be answering ‘Moderately Satisfied’ but if the question was “What do you think about the layout and design of the check-in areas” my answer would be ‘Moderately Dissatisfied’
I’m not sure I explained it well enough.
The structure of your questions supposes a range of satisfaction from Extremely Dissatisfied to Extremely Satisfied.
The question “The layout and design of the check-in areas are POOR” would be answerable easily with a structure of Agreement rather than Satisfaction.
So, someone might answer the question “The layout and design of the check-in areas are POOR” as ‘Extremely Dissatisfied’ but that answer could be perceived as they are very happy with the layout, as the question frames it in ‘are POOR’.
So, with that in mind; If I were answering “The layout and design of the check-in areas are POOR” and I think the check in areas are reasonably poor, what answer would you be expecting? Because I would be answering ‘Moderately Satisfied’ but if the question was “What do you think about the layout and design of the check-in areas” my answer would be ‘Moderately Dissatisfied’
Yes I’m afraid I started the survey and stopped when I was equally confused. With respect perhaps I’d take another look at the questions if I was you
Many of us have experience of a wide range of airport terminal building types and use them in different ways. I stopped checking bags in December 2022 so can’t answer.
Hi Matthew, what an interesting subject to be studying, I hope you’ll send a copy of your dissertation to BA and HAL when it’s finished. I must admit to being a bit confused by the headings you can select from as well. If there is a way for you to change these to something along the lines of Disagree Strongly through to Agree Strongly I think it would be easier for people to answer the survey and you would get a much stronger response.
I’m not sure why Richie above doesn’t feel he can fill it out, as there is a Not Applicable option for each line, so that could be selected for any checking in bags related questions.
Good luck with your dissertation.
Hi @learm3 – I am a willing participant, but just echoing others here, the survey questions do not match the scale offered, and people will be forced into choosing the “N/A” option when they cannot answer the questions, which isn’t helpful to you.
Appreciate you are probably working with a blunt survey design tool but hopefully the below will help clarify the issues with the survey construction:
(I am satisfied or dissatisfied that) There are sufficient and adequate airline signs for guiding and directing passengers
(I am satisfied or dissatisfied that) The layout and design of the check-in areas are POOR <- if someone selects ‘Extremely satisfied’ then their statement is “I am extremely satisfied the layout and design of the check-in areas are poor”(I am satisfied or dissatisfied that) Waiting time to check-in and/or drop bag is LONG <- same issue as above
Hopefully we haven’t frightened you away and hope to see you back again soon 🙂
SW
Isn’t the way some of the questions are asked simply a ‘control’? Some questions are asked a second time in reverse to check the answers, something fairly standard in this type of survey. The complexity of the question is also often deliberate to stop random answering that people often do in responding to surveys, perhaps more commonly those that offer inducements.
If one reads the header to each section, the way the questions are posed is clarified.
I’d ask for your money back
Hello. Thank you for your feedback & to those that have filled it in 🙂
The wording of the first section seems to be generating some debate. However, it asks “With regards to your customer experience when flying to/from any airport with any airline (not just British Airways), how do/would you feel if … ? and then details certain scenarios where you can indicate what your satisfaction or disatisfaction would be. Since this section is not airline specific, agree/disagree would not be suitable options. The header clarifies the way the questions are posed.
It is the following sections which are BA specific.
@learm3 I’d politely suggest if your target audience doesn’t understand what your questions are asking, then your survey hasn’t been constructed properly and will impact on the quality of your results. You should take it as a learning going forward.
@learm3 I’d politely suggest if your target audience doesn’t understand what your questions are asking, then your survey hasn’t been constructed properly and will impact on the quality of your results. You should take it as a learning going forward.
While you have been very polite, I think the survey is just fine. I wanted to help this young man as my children have been through this sort of process and I know it’s very stressful and tough for them. I have to admit that I went straight to the questions without reading the text at the top so I was confused, but as soon as I did read that text, the questions and the concept were totally clear and it became even clearer as one went through the questions which include the control questions. It was my mistake, not the student’s mistake.
I think the fault does actually lie with with those who have jumped to judge without too much thought or intellectual enquiry and the criticisms actually seem incredibly unkind and lacking humanity. People seem remarkably quick to judge on a number of topics without thinking they might not actually know enough validly to make such criticisms.
I really hope people will help this student in getting as many responses as possible to help him produce a first class dissertation.
Happy to have completed it. Takes me back to when my son completed his MSc Dissertation on the Lizzie Line which at the time was about to open, but of course was delayed. Only comment is that may be there should be a box to say approx number of visits, as answers could be one per year or 10 per month.
Hello. Thank you for your feedback & to those that have filled it in 🙂
The wording of the first section seems to be generating some debate. However, it asks “With regards to your customer experience when flying to/from any airport with any airline (not just British Airways), how do/would you feel if … ? and then details certain scenarios where you can indicate what your satisfaction or disatisfaction would be. Since this section is not airline specific, agree/disagree would not be suitable options. The header clarifies the way the questions are posed.
It is the following sections which are BA specific.
@JDB I do think you are the outlier here. We are all willing to help and perhaps lacking your intellect can’t make head nor tail of the questions and associated choice of offered responses which don’t work terribly well in my humble opinion.Hello. Thank you for your feedback & to those that have filled it in 🙂
The wording of the first section seems to be generating some debate. However, it asks “With regards to your customer experience when flying to/from any airport with any airline (not just British Airways), how do/would you feel if … ? and then details certain scenarios where you can indicate what your satisfaction or disatisfaction would be. Since this section is not airline specific, agree/disagree would not be suitable options. The header clarifies the way the questions are posed.
It is the following sections which are BA specific.
@JDB I do think you are the outlier here. We are all willing to help and perhaps lacking your intellect can’t make head nor tail of the questions and associated choice of offered responses which don’t work terribly well in my humble opinion.
@HampshireHog – my wife assures me I’m only of “good average intelligence” and she is probably being kind given her high intellect, but I really don’t think the questions in the survey are at all difficult to understand if you bother to read the instructions. Yes, they aren’t the sort of noddy questions you might get from a supermarket or mobile company, but they aren’t any more complex than many forms or instruction manuals we all regularly deal with. This is supposed to be for a graduate level dissertation not GCSE. Give the guy a break.I don’t know what all the fuss is about – the questions are perfectly clear if you just read them. And nicely constructed to distinguish hygiene factors (extremely dissatisfied if bad, neutral if good), motivating factors (neutral if bad, extremely satisfied if good) and irrelevances (neutral on both).
I am with the majority. The first page of questions is not terribly clear and I found it confusing. It’s a shame as the questions on the next pages are very simple to answer and don’t offer up the same issues to me.
I have completed it, I only hope the answers on the first page are interpreted correctly.
I am with the majority. The first page of questions is not terribly clear and I found it confusing. It’s a shame as the questions on the next pages are very simple to answer and don’t offer up the same issues to me.
I have completed it, I only hope the answers on the first page are interpreted correctly.
Oh dear, I retreated beaten at the first page
@learm3 I’d politely suggest if your target audience doesn’t understand what your questions are asking, then your survey hasn’t been constructed properly and will impact on the quality of your results. You should take it as a learning going forward.
While you have been very polite, I think the survey is just fine. I wanted to help this young man as my children have been through this sort of process and I know it’s very stressful and tough for them. I have to admit that I went straight to the questions without reading the text at the top so I was confused, but as soon as I did read that text, the questions and the concept were totally clear and it became even clearer as one went through the questions which include the control questions. It was my mistake, not the student’s mistake.
I think the fault does actually lie with with those who have jumped to judge without too much thought or intellectual enquiry and the criticisms actually seem incredibly unkind and lacking humanity. People seem remarkably quick to judge on a number of topics without thinking they might not actually know enough validly to make such criticisms.
I really hope people will help this student in getting as many responses as possible to help him produce a first class dissertation.
I’ve filled out the survey, as I too want to support this student. Much as everyone else on here who has taken the time out of their day to respond as well.
To suggest it’s the fault of people volunteering their time because they don’t have the correct level of intellectual enquiry is ludicrous. Matthew is a student, being a student is a learning process.
If it is the case that the target audience genuinely lacks the intellectual capacity to understand the questions or they are unable / unwilling to cross reference the description above the tables to the text in the questions to properly understand them, then the survey design is at fault. The survey needs to be set at a level that the target audience can understand.
This is constructive criticsm, aimed to help Matthew in future. So if/when he’s designing surveys and consultations in the future he hopefully doesn’t find himself with a number of people saying they didn’t understand what was being asked of them.
P.s. I don t think they were control questions as such, as much as related but distinct questions. The responses are not necessarily reversed. Flight information updates which are sufficient is a neutral / slightly satisfied at best for me, whereas the not sufficient variation is an extremely dissatisfied. Some things are expected as a given and very irritating if not present, having two linked questions teases that out. Which is a good thing.
It’s an awful survey – it seems to focus on the negative and DOUBLE negatives (first page of questions) and then both infers it is about T5 (BA) and not at the same time. Perhaps you can ask questions that elicit a natural response than those skewed…
Just one more thing.. If there was a some kind of post-nuclear meltdown at T5 baggage operations, do you think you are more likely, or less likely to be eating Hellmans Mayonnaise?
Done, good luck with the degree.
Done. Good luck!
I found the inclusion of the negative words in the questions. ,ie poor, unsatisfactory, long, etc etc made the answers more difficult to place.
It’s almost as if the survey is to validate Mathews own experience/opinion
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