Case Studies

Customer Satisfaction Study (Airline)

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BENCHMARK YOUR SERVICE QUALITY AND STAY AHEAD OF YOUR COMPETITION
Analyzing the service quality and customer satisfaction in the domestic airline industry.

Customer satisfaction is always at the top of mind for every airlines be it small or large. Unhappy or disengaged customers naturally mean fewer passengers and less revenue. It's important that customers have an excellent experience every time they travel.
We partnered with one of the United Kingdom's leading product magazine to analyze domestic airline industry in India to gauge the satisfaction levels in terms of flight timings, timely arrival and departures, baggage facility, in flight food, discounts and offers and overall flight experience.


OUR APPROACH

The study was conducted in 5 major cities of India using quantitative research method. The data collection was done through Face-to-face interviews using structured questionnaire. Snowball technique was used to identify the target respondents.
TOP HIGHLIGHTS OF THE STUDY
  • Quality of service is the most common parameter before selecting particular airline brand followed by ticket cost, on time departure and arrival and frequency.
  • Most of the domestic travelers fly for business purpose.
  • Travelers don't mind to switch their preferred airline brand and fly with the airline which are available in their preferred time.
  • Around 60% flyers prefer to avail travel insurance.
  • Travelers prefer to book their flight tickets from respective airline website.

 

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