In an industry where experiences can be as diverse as the destinations themselves, customer satisfaction plays a pivotal role in shaping the success and reputation of airlines worldwide. Understanding the factors that contribute to passenger contentment has become an essential endeavor for airlines seeking to soar above the competition. In this project, I applied data analytics to explore airline customer satisfaction using Power BI to uncover valuable insights and illuminate the secrets behind those smiling faces.
The purpose of this project was to analyse and visualize the customer satisfaction levels associated with various aspects of the airline experience. By delving into a rich and comprehensive dataset, I aimed to gain a deep understanding of what truly elevates passengers’ spirits, and conversely, the pain points that may leave them feeling less than satisfied. Through data exploration, the project uncovers patterns, correlations, and hidden gems of insight that can inform airlines in their pursuit of delivering exceptional service and unforgettable travel experiences.
The analysis uses a dataset titled “Airlines Customer Satisfaction” which can be found on Kaggle. This dataset encapsulates a vast array of customer feedback, encompassing factors ranging from seat comfort and in-flight entertainment to online support and baggage handling. Each observation represents a unique customer experience, providing rich insights to be analysed. With demographic information, including gender, age, and travel type, contextualising the ratings, analysis was helpful in gaining a comprehensive perspective on how different customer segments perceive their journeys in the skies.
Below are the screenshots of two dashboards that I created during the analysis. Since the dataset downloaded had been pre-cleaned, not much preprocessing was required besides creating a new column “Overall rating” which aggregated the numeric ratings from various categories.
Insights
- Slightly more customers were dissatisfied with the service vs those who were satisfied.
- Business class customers had a higher average overall rating than eco and eco plus customers
- Flight delays were the biggest factor influencing overall customer satisfaction with the airline service. On average, airline delays resulted in more and more dissatisfied customers.
- Satisfaction was hardly influenced by customer gender, type, and type of travel.
- on average, the overall rating became lower as flight distance increased. Hence, long haul flights were associated with a higher level of dissatisfaction (makes sense right? who likes flying long haul?).
- Unexpectedly, as on Dashboard 2, business customers rated their checking experience lower, on average, than economy and economy plus customers. This may however suggest that they were generally unhappy because they did not receive the expected level of premium treatment on check in after paying substantially more than their economy counterparts.