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Measure, Analyze, Enhance: Passenger Satisfaction

Improve Passenger Satisfaction and Loyalty Across Travel Classes

Analyse customer demographics, travel class behaviour, and satisfaction indicators to identify service improvement priorities for Investico Airlines.

Travel & Tourism Medium 90 min
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Why this work was commissioned

Invistico Airlines Ltd. requires a structured review of customer satisfaction and travel behaviour to strengthen loyalty, prioritise service improvements, and protect high value passenger segments. The analysis supports experience optimisation across Economy, Economy Plus, and Business classes.

Revolutionary Active Learning

  • You are expected to analyse satisfaction levels, gender distribution, class preferences, travel distance, and comfort indicators.
  • Findings must highlight where dissatisfaction occurs and which passenger segments drive long term value.

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Skills that will help before starting:

  • Excel data analysis
  • Understanding of customer metrics
  • Ability to interpret satisfaction data

Skills you will learn and practice:

Customer Satisfaction Analysis Class Wise Behaviour Distance and Value Assessment Service Improvement Framing
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Why This Simulation Works

Customer Experience Focus

  • All metrics align with airline service and loyalty decisions.

Segment Level Visibility

  • Insights highlight where dissatisfaction concentrates.

Operational Relevance

  • Outputs support real airline experience and retention initiatives.

Simulation Breakdown

1 Excel Review Airline Dataset
  • Understand customer, class, and satisfaction fields
  • Validate travel distance and comfort indicators
2 Excel Analyse Overall Satisfaction
  • Calculate satisfied and dissatisfied counts
  • Compare satisfaction by gender
3 Excel Evaluate Travel Class Behaviour
  • Analyse class wise passenger volume
  • Assess satisfaction by class
4 Excel Assess Comfort and Cleanliness Factors
  • Identify seat comfort issues
  • Evaluate cleanliness ratings
5 Excel Prepare Service Improvement Outputs
  • Draft customer insight memo
  • Create executive presentation for airline management

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