AIRLINES CHALLENGE

One page report created for the Maven Analytics Airline Customer Satisfaction Challenge. The task of the challenge was to analyze the data and find key areas to focus on for getting customer satisfaction back up above 50%. 

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The dataset includes airline satisfaction scores for about 130,000 passengers. Information includes passenger demographics, flight distance and delays, travel class and purpose, and more. 

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I decided to have a little bit more fun with the design and take a more infographic approach. I wanted to incorporate a boarding pass look while focusing on the two main classes: Business Class and Economy. 

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There were a lot of categories within the data, so I decided to focus on only four for each class - ones that seemed to be most important for each class.
 
For Business Class I focused on:
Seat Comfort
In-Flight Service
In-Flight WiFi Service
Food and Drink
 
For Economy I focused on:
In-Flight Entertainment
In-Flight Service
Cleanliness
Baggage Handling
 
Here are a few insights:
Customers in Business Class are typically flying longer distances (average of 1,600 miles) compared to Economy with shorter flights (average 700 miles).
Most customers traveling Business Class are flying for business, while those traveling Economy are split between business and personal travel.
Most customers in both classes are returning customers.
32k customers are more satisfied when travel Business Class when compared to Economy.
Overall ratings for all categories between Business Class and Economy fall short of 4 star ratings.
In-flight service is only rated .3 stars better in Business Class than in Economy.

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May 2022