SAN ANTONIO (Chemicals Confidential)--After the Houston flight has taken off, a courteous and deferential flight attendant makes the mistake of choosing me to fill in the randomly distributed BA customer satisfaction questionnaire. Yes me, with my already well-formed opinions of BA terminals, customer service, queuing, cabin temperature and food, and then hours of flight ahead of me. He even gives me a pen.
I tick all the boxes at the extremes, expressing myself "extremely satisfied" and "extremely dissatisfied" at their every question, because I know from reading the analysis of our conference and training delegate feedback forms that only a few extremes will push the average score away from anything around the middle.
I then settle down and write a short and, I flatter myself, rather stylish short essay (no more than 200 words) full of penetrating insights in response to question 34 - "What aspect of British Airways' service on this journey are you least satisfied with?"
Still, I shouldn't really complain, because seriously all we care about is safety and punctuality, and this flight has managed both today, so I'm happy.
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