This project conducts a comprehensive data analysis on British Airways customer reviews to unearth actionable insights and pinpoint areas for service enhancement. Leveraging Tableau for visualization, it offers a digestible overview of service performance across various dimensions, such as in-flight entertainment, cabin staff service, and overall passenger satisfaction.
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This data analysis project delves into a dataset of customer reviews for British Airways, focusing on extracting meaningful insights into the airline's service quality and customer satisfaction. The dataset includes detailed reviews covering seat comfort, food and beverage quality, cabin staff service, ground service, and in-flight entertainment.
The project employs Tableau to create engaging visualizations that highlight key areas of strength and opportunities for improvement.
Through rigorous analysis, it identifies trends and correlations that affect passenger satisfaction, including insights into the most and least ideal countries, months, and aircraft types. This helps in understanding passenger expectations and the factors influencing their recommendations.
Key findings suggest areas where British Airways could enhance its services, such as upgrading in-flight entertainment, improving food quality, and standardizing service delivery to boost overall customer satisfaction. The visualizations provide a clear, intuitive understanding of the data, making it easy to identify trends and make data-driven recommendations.
This analysis serves as a resource for stakeholders interested in enhancing airline service quality and operational efficiency.
The average customer satisfaction rating is approximately 4.19 out of 10, with a wide variance in experiences, indicating generally poor satisfaction.
A majority of 57% of the reviews do not recommend British Airways, although 92% of these reviews are verified, enhancing their credibility.
- Seat Comfort: An average rating of 2.87 out of 5 suggests moderate dissatisfaction with seating.
- Cabin Staff Service: Slightly below average, rated 3.28 out of 5.
- Food and Beverages: Poor satisfaction with an average score of 2.38 out of 5.
- Ground Service: Moderate rating of 3.03 out of 5, indicating potential improvement areas.
- Value for Money: A rating of 2.78 out of 5 shows that passengers want better value.
- Entertainment: Extremely low satisfaction with an average rating of 1.44 out of 5.
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Countries: The highest satisfaction is in the Czech Republic, Taiwan, Turkey, Hungary, and Senegal; the lowest is in China, Hong Kong, and South Africa.
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Months: Satisfaction and recommendations were higher in April, May, and June and lower in October and November, suggesting seasonal operational challenges.
The best experiences were reported on the Airbus A350-1000, Boeing 787, and Boeing 747-400; significant dissatisfaction was noted with the A321NEO and specific Boeing configurations.
- Seat Comfort and Value for Money: There's a strong positive correlation between seat comfort and perceived value for money (0.68), suggesting that comfort significantly influences perceptions of value.
- Cabin Staff Service and Food & Beverages: A high correlation (0.65) indicates that good cabin staff service is often associated with higher food and beverage satisfaction.
- Food & Beverages and Value for Money: The quality and satisfaction with food and beverages are strongly correlated with perceived value for money (0.63).
Overall Rating and Specific Features: Surprisingly, the overall rating shows a low correlation with specific features like seat comfort, cabin staff service, and food and beverages. This indicates other factors influencing the overall rating or that passengers weigh certain aspects more heavily depending on their priorities.
Upgrade or adjust aircraft service and physical aspects that consistently receive low ratings to enhance customer satisfaction.
Investigate and address the causes of lower ratings during October and November with targeted improvements or promotional activities to boost satisfaction.
Enhance training and quality control in areas strongly correlated with high satisfaction, such as seat comfort, cabin staff service, and food quality, to improve overall ratings and value perception.
Tailor services and marketing strategies to meet passengers' specific expectations and preferences from countries with low satisfaction ratings, like China and South Africa.
Upgrade the in-flight entertainment systems with more engaging content and better hardware to improve the lowest-rated aspect of the service.
Focus on enhancing the quality and variety of food and beverages by revising the menu, using higher-quality ingredients, or offering more diverse dietary options.
Implement training programs focused on friendliness and responsiveness to improve interactions and satisfaction in cabin staff service.
To enhance comfort and the overall travel experience, consider revising seating ergonomics, especially for long-haul flights.
Address value-for-money concerns by revising pricing strategies or enhancing service quality to justify the current prices, including promotions or loyalty benefits.
Standardize service quality across different flights and staff to reduce variability in customer experiences and ensure uniformly high-quality expertise.
This project provided an in-depth analysis of customer feedback for British Airways, revealing crucial insights into service aspects that significantly influence passenger satisfaction. Key findings highlighted the importance of seat comfort, cabin staff service, and in-flight entertainment, identifying these as primary drivers of customer approval. The analysis also uncovered variations in satisfaction based on geographic and seasonal factors, enabling targeted service improvements.
Utilizing Tableau, the project translated complex data into clear visualizations, making the insights accessible to stakeholders across various levels. This facilitated informed decision-making and strategic planning. Recommendations generated from the analysis focus on enhancing service quality in critical areas, such as upgrading entertainment systems and improving food service. These outcomes map a path for enhancing customer experience and laying the groundwork for ongoing improvements, positioning British Airways to meet expectations better and strengthen its market position.
Distributed under the MIT License. See LICENSE.txt for more information.
Austin Andrade - Connect with Me - [email protected]
Project Link: https://github.com/austinandrade/airlines_data_analysis
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