How to Create Lasting and Positive
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.
Let’s take a look at our top 2 categories of interest
AREAS FOR IMPROVEMENT
(AS REPORTED BY PASSENGERS)
AREAS OF FRUSTRATION
At this point we know there’s room for improvement. Let’s take a deep dive into the sources of frustrations:
Semeon organized customer feedback by topic, and identified these 4 subcategories as the most interesting and frequent subcategories:
Let’s break it down further
Below we take a deep dive into the “complaints about the crew” subcategory.
Our detailed breakdown includes:
- Concept breakdown and the breakdown of sentiment (1st column)
- Frequency of mentions – the gross total number of times the concept appears (2nd column)
- Frequency of verbatim – the total number of individual posts in which the concept appears (3rd column).
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.
The Key Takeaway
Understanding passenger sentiment and listening to their feedback on a large-scale is the best way to implement data-driven change in the customer experience. Use Semeon Analytics to eliminate information blind spots, improve a brand’s reputation, and identify the customer issues which require immediate attention to let customers know their voice matters.