Q9 overall rating for reservation services
Q10 overall rating for website services
Q12 overall rating for check-in
Q14 overall rating for lounge
Q17 overall rating for boarding and departure
Q18 overall rating for cabin features
Q19 overall rating for seat features
Q20 overall rating for crew and pilots
Q21 overall rating for IFE
Q22 overall rating for inflight food and drink
Q23 overall rating for arrival
Q24V rating for perception of value for money
Q24A overall satisfaction rating of the airline
Q25 comparison to expectations
Q26 likelihood of using the same airline again (loyalty)
Q27 likelihood of recommending the airline to family, friends, colleagues,
etc. (advocacy)