Thinking beyond the data

Wrap up

Customer demography may not matter much in customer satisfaction, but the key is to solve the problem from the root. To solve the problem with higher effectiveness, we suggest airline companies conduct layered customer management so that they could eventually boost profits. 

For all groups of customers, improving the wifi service and online boarding could improve customer satisfaction.

For long-flight customers, improving inflight entertainment would be the most effective method to improve customer satisfaction.

For ecoplus-class customers and eco-class customers and for short-flight customers, improving seat comfort would be the most effective method to improve customer satisfaction.

Beyond the Data

Customer satisfaction is highly related to customer retaining and company image, which also impacts new customer acquisition. Generally, this project is to provide a big-data view for airline companies and offer a new thought to improve their service - layered management.