Earth to Southwest (and every other service company): make your surveys about your service, not just personnel facing customers

Here is what I wanted (and got) from Southwest: a clean window on a comfortable plane that i could find, board, and fly in easily. Most of that is not about flight attendants.

Here is the survey hook that came in an email after a Southwest flight:

And here is the first question in the survey one gets hooked into taking:

I gave up after it seemed that all the questions were about flight attendants. None were about the whole service experience. So one doesn’t have a way to report that the Southwest app sent me to a gate far out in one concourse—

Screenshot

—when it had been moved to another concourse:

I can say that one difference between United’s app and Southwest’s is that I have not yet had the same experience with United’s.

But both have the same long surveys for making me report on flight attendants.

Do better, teams.