Maven Airlines Customer Satisfaction Analysis

Executive Summary:

Maven Airlines is facing a challenge with a satisfaction rate below 50%. Our analysis of the passenger survey data reveals key insights and provides actionable recommendations to improve overall satisfaction.

Key Findings:

1. Satisfaction by Factors:

• Lowest Rated Factors:
  • The lowest satisfaction scores are associated with "Cleanliness," "On-board Service," and "Food and Drink."
• Opportunity:
  • Focusing on improving these specific areas can have a significant impact on overall satisfaction.

2. Demographic Analysis:

• Age Group Analysis:
  • Passengers in certain age groups show consistently lower satisfaction. Further investigation is needed to tailor improvements.
• Gender and Class:
  • There are variations in satisfaction levels based on gender and travel class. Targeted improvements for specific demographics can be implemented.

3. Flight Analysis:

• Flight Duration Impact:
  • Passengers on long-haul flights tend to have lower satisfaction. Special attention is needed for these flights to enhance the overall experience.

4. Temporal Trends:

• Time of Travel Impact:
  • Identify specific time periods associated with decreased satisfaction. Adjust services or staffing during these periods to improve passenger experience.

5. Recommendations:

• In-flight Wi-fi Service Enhancement:

  • Update Wi-fi on all aircraft to address the most common complaint.
  • Upgrade the Wi-fi facility and provide training for senior citizens to enhance their experience and feedback.

• Optimization of Online Booking:

  • Build a user-friendly interface for online booking.
  • Seamlessly integrate the airline application with online pre-boarding options for both personal and economy travelers.

• Cabin Cleanliness Enhancement:

  • Increase sanitation staff by 10% to ensure adequate cabin cleaning crews.
  • Create a department memo and/or training to reinforce quality standards.

• Gate Location Improvement:

  • While gate location is dependent on the airport layout, direct customers to the gate and provide an ETA from the check-in spot.
  • Introduce a geo-location guide on the airline application to enhance the user experience.

• First-Time Economy Booking Process:

  • People who booked economy tickets for the first time, especially senior citizens, faced difficulties.
  • Implement a quick, user-friendly process with sufficient prompts and enticing rewards to attract and retain customers in this segment.

Insights:

• Wi-fi Satisfaction Disparities:
  • While 15% of working adults (18-60 years) are highly satisfied with the service, only 3.6% of senior citizens (>60 years) traveling for personal purposes are highly satisfied.
  • Upgrading the Wi-fi facility and training senior citizens to use it could reflect a better feedback score.

Conclusion:

Addressing these recommendations will enhance the overall passenger experience, reduce common complaints, and improve satisfaction. Maven Airlines is poised to attract and retain customers by focusing on user-friendly interfaces, cleanliness, and targeted improvements for specific customer segments.