Overview of Air Canada Express Customer Feedback Analysis

This comprehensive analysis of Air Canada Express customer feedback covers multiple aspects of the customer journey, from pre-flight experiences to in-flight services. It evaluates customer satisfaction, travel preferences, demographics, and feedback on various services, providing valuable insights to enhance the customer experience.

Key highlights from the data:

1. Customer Demographics and Satisfaction:
2. Total Customers: 91K, with a nearly even split between male (45K) and female (46K) passengers.
3. Overall Satisfaction: 45.27% of customers were satisfied, while 54.73% were neutral or dissatisfied, indicating potential areas for service improvement.
4. Travel Type: Personal travel (62.12%) dominated over business travel (37.88%).
5. Customer Loyalty: 76K loyal customers versus 15K non-regular customers.
6. Pre-Flight Feedback:
7. Feedback was gathered on services like online booking, check-in, baggage handling, and gate location.
8. Online Support: 29K rated it as "Good," with areas needing improvement noted in booking and check-in services.
9. Baggage Handling: While 34K rated it as "Good," about 9K customers felt it needed improvement.
10. In-Flight Service Feedback:
11. Focused on services such as WiFi, entertainment, seat comfort, and cleanliness.
12. Inflight Entertainment and WiFi: Received positive ratings, but some customers indicated room for improvement.
13. Leg Room and Seat Comfort: Mixed feedback, with "Acceptable" ratings but substantial mentions of discomfort.

This report provides actionable insights to guide improvements in customer experience across Air Canada Express’s service offerings.

Objective of the Analysis

The objective of this analysis was to evaluate customer feedback for Air Canada Express to understand satisfaction levels, identify areas for improvement, and ultimately support strategic decision-making to enhance the customer experience. By examining feedback across pre-flight and in-flight services, I aimed to provide a comprehensive view of the customer journey, uncovering both positive experiences and pain points.

Key Highlights of the Report

Here are the main findings from the Air Canada Express Customer Feedback analysis:

1. Customer Demographics and Satisfaction:
2. Total Customers: 91K customers, nearly evenly split between male (45K) and female (46K) passengers.
3. Satisfaction Levels: 45.27% of customers reported being satisfied, while 54.73% were neutral or dissatisfied, indicating areas where service improvements could increase satisfaction.
4. Travel Type: A majority of customers (62.12%) traveled for personal reasons, while 37.88% traveled for business. Understanding this split can help Air Canada Express tailor its services to different customer segments.
5. Customer Loyalty: 76K loyal customers compared to 15K non-regular customers, reflecting a strong customer base with potential for increased retention through targeted service improvements.
6. Pre-Flight Feedback:
7. Feedback was gathered on various pre-flight services, including online booking, check-in, baggage handling, and gate location.
8. Online Support: Rated "Good" by 29K customers, with areas needing improvement identified in online booking and check-in services.
9. Baggage Handling: 34K customers rated this as "Good," but approximately 9K indicated it needed improvement, suggesting a focus area for enhancing customer satisfaction.
10. In-Flight Service Feedback:
11. Analyzed in-flight service features such as WiFi, entertainment, seat comfort, and cleanliness.
12. Inflight Entertainment and WiFi: These services received generally positive ratings, with the majority of customers finding them satisfactory, though some indicated room for improvement.
13. Seat Comfort and Leg Room: Received mixed feedback, with many customers rating them as "Acceptable" but expressing discomfort, particularly in seat comfort.

These insights, presented through a series of visual dashboards, provide a detailed view of customer experiences and highlight opportunities for Air Canada Express to optimize its service offerings.

Tools and Techniques

For this analysis, I used:

1. Power BI: Developed an interactive dashboard to visualize and analyze customer feedback across different touchpoints in the journey.
2. Customer Segmentation and Satisfaction Analysis: Applied segmentation based on demographics, travel type, and loyalty status to understand different customer groups' needs and preferences.
3. Service Feedback Assessment: Evaluated specific service feedback, identifying both strengths and improvement areas.

These tools and techniques allowed me to transform extensive customer feedback data into accessible, actionable insights that Air Canada Express could use to inform their customer service strategies.

Conclusion and Call to Action

This project highlights my ability to analyze customer feedback data, uncover trends, and provide actionable recommendations for service improvement. If you're interested in leveraging data to enhance customer experience or want to discuss insights-driven strategies for customer retention, feel free to connect. I’d love to explore ways data can drive meaningful improvements in customer satisfaction and brand loyalty.

Thank you for reading, and I look forward to connecting with professionals passionate about customer experience optimization!

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