Why has Singapore Airlines's in-flight meal satisfaction rating declined by 10% on long-haul flights departing from Changi Airport since the menu change last month?

Introduction

Singapore Airlines' in-flight meal satisfaction rating decline on long-haul flights from Changi Airport is a concerning issue that requires immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking the menu change might be directly related. Could you provide more details about the nature of the menu changes implemented last month?

Why it matters: Understanding the specific changes helps identify potential misalignment with passenger preferences. Expected answer: Information about new dishes, removed items, or changes in ingredients or preparation methods. Impact on approach: Significant changes might lead us to focus more on menu design and passenger preferences.

• Considering the specificity of the decline, I'm curious about the data collection method. Has there been any change in how satisfaction ratings are collected or calculated?

Why it matters: Ensures the observed decline is real and not due to measurement changes. Expected answer: Confirmation of consistent measurement methods or details of any changes. Impact on approach: If measurement methods changed, we'd need to reassess the validity of the decline.

• Given the focus on long-haul flights, I'm wondering if there's any variation in the decline across different route lengths or destinations?

Why it matters: Helps identify if the issue is universal or specific to certain routes or flight durations. Expected answer: Breakdown of satisfaction ratings by route length and destination. Impact on approach: Significant variations would lead us to investigate route-specific factors.

• Considering potential operational changes, have there been any modifications to the food preparation or storage processes at Changi Airport in the past month?

Why it matters: Operational changes could affect food quality independently of menu changes. Expected answer: Information about any changes in kitchen equipment, staff, or procedures. Impact on approach: Significant operational changes would shift our focus to process improvements.