Airline passengers are often a vocal customer base online when it comes to flight satisfaction and frustration. While this can be both good and bad for the airline, it presents a gold mine of feedback data which can be leveraged to improve passenger experience and manage the airline’s reputation.
For this sample analysis, Semeon’s text analytics
platform indexed and categorized by topic
over 10,000 customer feedback posts
from airline forums and consumer reviews’ websites.
Actionable insight derived from the concept cloud
This concept cloud represents the “complaints about the crew” sub-category and related customer sentiment. Semeon’s concept cloud can be explored by clicking on a concept to reveal related concepts, a concept timeline and even the original posts from which the concept was extracted – giving context to the expression.
The context provided by the concept cloud clearly indicates that the crew’s “overall bad attitude” with the clientele is the source of all emergent themes in customer feedback. This provides an immediate indication where changes which will result in a more positive customer experience can be implemented.