Introduction
While criticism of airline mobile app quality is not out of ordinary, our analysis reveals that passengers’ satisfaction with airline app quality is growing. The average customer rating across Apple App Store and Google Play for 12 major European airlines included in this study grew from 3.2 to 3.6 (on 1 to 5 scale) between January 2014 and October 2015.
The results are discussed in depth in the companion blog post to this note - Airline mobile app quality is growing. We will be grateful to receive any feedback - and please get in touch if you would like to receive the raw data for your own analysis: contact details here.
Airlines aiming at increasing personalisation are aware of the importance of mobile apps. The strategy shift towards mobile is well reflected in increased investment in app development resulting in the average app quality growth, as shown on the graph below.
In the analysis we have included nearly 50 000 ratings (around 20 000 on iOS, the balance on Android) from customers who shared their opinion about the airline apps through a written review for 12 major European carriers.
App quality leaders
To find the current quality leader we have focused on the most recent reviews (1 April 2015 - 30 September 2015) and compare it with the previous 12 months. The quality leaders can be found on the plot below.
