Overview

This project recommends a data-driven strategy for increasing Maven Airlines' satisfaction rate from 43% Actual to a Target of 50% overall customer satisfaction rate.
What if Analysis was used to find the Minimum increase in satisfaction rate of 3 points in the customer journey map (Inflight-Wi-Fi service, Online booking and Gate Location) that will enable maven airlines reach their minimum target of 50% overall satisfaction rate.
Reasons were provided on why Maven airlines needed to look into these areas the most and
Finally, recommendations where made on how to reach the changes needed in the customer journey map that will enable maven airlines reach the 50% overall satisfaction rate.

About the Dataset

Dataset contains airline satisfaction scores for 129,880 passengers. Each record represents one passenger. Records contain details about passenger demographics, flight distance and delays, travel class and purpose, and ratings for factors like cleanliness, comfort, and service, as well as overall satisfaction with the airline (source: maven’s data playground, MAY 18, 2022)

What Happened and Why it happened?

External Analysis - US Airline Industry
Customer Satisfaction rates dipped for U.S based airlines and maven airline was not an exception. According to Michael Taylor, “the dip was due to large volumes of passengers unlike previous years where airlines had fewer passengers due to COVID-19 restrictions”.

Internal Analysis- A look at Customers journey map
Inflight-Wi-Fi service, Online booking and Gate Location, food and drink, Departure and arrival time, etc. are areas in the Customer journey that had the worst satisfaction rate (below Average CSAT score of 48%)

The Strategy: How do we reach 50% overall satisfaction rate?

To reach 50% Overall satisfaction rate, Maven airlines will need to:

1. increase Inflight-Wi-Fi service satisfaction rate to 60%,
2. increase Online booking satisfaction rate to 64%
3. increase Departure and arrival time satisfaction rate to 60%
   

Insights and Recommendations

1. The current services rendered are no longer able to measure up with the increasing demand. There is a need to increase supply in other to meet the current demand for services.
2. Switch to satellite-based alternative service for faster Wi-Fi service. Full plane implies more passengers splitting up small amount of band width to browse which slows down WIFI services.
3. The possibility of upgrading web host should also be considered. Volumes of passengers seeking to book flight at the same time slows down or crash down maven airline services
4. Simplify directions and reduce the time wasted in locating gates by introducing signs that indicate walking distances from one terminal to the other.