Priya Krishnamurthi Chandra (S3939191)
2022-10-26
Happy customers are the lifeblood of any business. To create happy customers, businesses must truly understand them and what they think. A high customer satisfaction level helps businesses retain current customers, attract new ones, and conquer the competition.
Airline passenger satisfaction surveys can be a great tool to understand customers and their experiences and expectations. They help airlines understand what their customers think about their brand, and their products and services.
This analysis aims to study one such survey and understand the factors that affect the satisfaction level of passengers. By leveraging this information, companies can improve their products strategically and optimize user experience. This would drive growth and lead to happier customers, better travel experiences, and improved service ratings.
First and foremost, the proportion of passengers that are satisfied is checked. From the below pie chart, we can infer that only 43% of the airline passengers are satisfied and 57% of them are neutral or dissatisfied.
Secondly, the number of passengers by satisfaction level and gender is checked. While the number of male dissatisfied passengers is slightly lower (by ~1500) than the number of female dissatisfied passengers, there is almost no difference in the numbers for satisfied passengers.
Therefore, there is no significant difference or pattern in terms of satisfaction across male and female passengers.
Next, the percentage of passengers by satisfaction level and customer type is examined. About 50% of the loyal customers seem to be neutral or dissatisfied; this percentage is about 75% for the disloyal customers.
As expected, the proportion of passengers who are satisfied is higher for loyal customers compared to disloyal customers.
Then, the percentage of passengers by satisfaction level and class is examined. More than 75% of the passengers in the Economy and Economy Plus classes seem to be neutral or dissatisfied. In contrast, only about 30% of the passengers in Business class have a low satisfaction level.
Therefore, the proportion of passengers who are satisfied is higher for Business class compared to Economy class.
Next, the percentage of passengers by satisfaction level and age group is looked at. Not surprisingly, children (<10 years) have the lowest satisfaction level with 88% of them being neutral or dissatisfied. Similarly, more than 70% of the teenagers (11-20 years) and seniors (>60 years) seem to be neutral or dissatisfied; this percentage decreases to ~60% for young adults (20-40 years) and ~40% for middle-age adults (40-60 years).
Therefore, most of the children, teenagers and seniors have a low satisfaction level. Most of the adults have a higher satisfaction level.
Finally, the average ratings given by passengers for various airline services and their overall satisfaction level is analysed.
Services like online-boarding, inflight entertainment and seat comfort seem to be positively correlated to high satisfaction level, as there is ~1 rating difference for them between satisfied and dissatisfied passengers. Gate location and (surprisingly) convenience of Arrival/Departure time don’t seem to impact the overall satisfaction level, as there is almost no difference in the average ratings for these between the two groups. The average ratings for the rest of the services are higher for satisfied passengers.