Airline Satisfaction Analysis

This repository contains an analysis of customer satisfaction metrics for an airline company. The dataset includes a wide range of features related to customer demographics, travel characteristics, and satisfaction measurements. The objective is to identify areas of improvement and provide actionable insights to enhance customer satisfaction.

Repository Content

• Airline_Satisfaction.docx: A detailed report outlining the analysis process, key findings, and actionable recommendations.
• Data Analysis Scripts: Scripts and calculations (not included in this repository) used for metric correlation, satisfaction mapping, and Net Promoter Score (NPS) calculations.

Analysis Overview

Dataset Description:

The dataset contains:

1. Customer Information:
   • ID
   • Gender
   • Age
   • Type of Travel
   • Class
   • Flight Distance
2. Measurement Metrics:
   • Inflight WiFi Service
   • Departure/Arrival Time Convenience
   • Ease of Online Booking
   • Gate Location
   • Food and Drink
   • Online Boarding
   • Seat Comfort
   • Inflight Entertainment
   • On-Board Service
   • Leg Room Service
   • Baggage Handling
   • Check-In Service
   • Inflight Service
   • Cleanliness
3. Additional Metrics:
   • Departure Delay in Minutes
   • Arrival Delay in Minutes
4. Overall Measurements:
   • Satisfaction (1-5 scale)
   • Net Promoter Score (NPS)

Key Findings:

• The analysis identifies correlations between various metrics and overall satisfaction.
• NPS for the dataset is calculated as 3.22%, indicating areas for significant improvement.
• Specific customer segments, such as Eco Class business travelers, have notably low satisfaction scores.

Methods Used:

1. Correlation Analysis:
   • Determined the relationship between individual metrics and overall satisfaction.
2. Satisfaction Map:
   • Created using standardized CSS scores to identify unmet customer needs.
3. Net Promoter Score (NPS):
   • Calculated both as a percentage and a value using custom formulas.

How to Use This Repository

1. Review the detailed findings in the Airline_Satisfaction.docx file.
2. Use the outlined methods as a guide to conduct similar analyses on other datasets.
3. Implement improvements based on identified pain points, such as enhancing Eco Class services for business travelers.