This project was a data challenge from Maven Analytics to practice my strategic thinking and communicate the report in a single-page visualization effectively.

 

Background information

Maven Airlines is a US-based airline headquartered in Boston, Massachusetts. The latest passenger survey results just came in and it looks like the satisfaction rate dipped under 50% for the first time ever. The leadership team needs to take action fast, so they've brought me in to analyze the data and find the key areas to focus on for getting back on track.

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Objective

Recommend a data-driven strategy for increasing Maven Airlines' satisfaction rate and present it in the form of a single-page report or dashboard.

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Analysis Method

Asking some crucial questions to be answered by charts and graphs in Tableau Dashboard (report):

• What happened to the business?

• What did the passengers displease about?

• What kind of passengers were dissatisfied with the airlines' services?

• What should be improved?

 

Insights

As shown in the dashboard below, we got information here.​​

• The satisfaction rate was 43.4% (out of 129880 passengers) in the latest survey, it dipped under 50%.

• The passengers were displeased with the in-flight wifi services (score: 2.8) and found it difficult to book tickets online (score: 2.9).

• The passengers who tend to be dissatisfied with our airline services were:

  • First-time passengers​

  • Children, teenagers, and young adults (7-30 years old)

  • Passengers who travel for personal purposes

  • Non-business class passengers

  • Passengers who travel for short to medium distances (less than 1500 miles)

• There are three services that need to be improved as fast as possible, those are in-flight wifi services, ease of online booking, and online boarding.

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Recommendation

• Improve the stability of wifi connection during in-flight and ensure that every class passenger can have access to the wifi.

• Investigate which particular step of the online booking process that the customers find difficult to follow. Conduct A/B testing experiments to optimize the user experience during the online booking process.

• Examine and compare the online boarding journey of business class and non-business class passengers. Improve the online boarding journey for non-business class passengers, specifically in the journey steps that have proven to be liked by business class passengers.

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