A passenger experience tracker for a domestic airline

What is shaping aerospace

Aerospace brings together airlines, airports, MRO providers and component suppliers, with safety, reliability and certification at the centre of every decision.

• Passenger experience is a key differentiator for airlines and airports
• MRO and component buying depends on certification and turnaround
• Skilled talent is in short supply

A domestic airline, working in Pan-India routes. Client identity is withheld to protect confidentiality.

Organisation

A domestic airline

Sector

Aerospace

Team engaged

Market Research

Services

Quantitative research, Online surveys, Data analytics & dashboards

The airline received many complaints on social media but had no structured way to see which parts of the journey, from booking to baggage collection, were driving satisfaction or frustration on each route.

• Deliver on the brief: a passenger experience tracker for a domestic airline.
• Understand the views, needs and behaviour of passengers a month.
• Produce results that can be compared across groups and locations.
• Set up a repeatable measure the client can track over time.

The work focused on 4,000 passengers a month.

• passengers a month4,000

Audiences we typically reach in aerospace

PassengersAirline and airport managersMRO providersComponent suppliersEngineers and technicians

Coverage: Pan-India routes. Market: India.

• India

A structured quantitative design, so results could be compared across groups, locations and time.

1. 1Brief
2. 2Post-flight online survey
3. 3Monthly dashboard
4. 4Insight

We designed a short post-flight survey covering booking, check-in, boarding, cabin, punctuality and baggage, sent within 24 hours of travel. Results were weighted by route and fare type and shown on a monthly dashboard with driver analysis.

Quantitative researchOnline surveysData analytics & dashboards

passengers a month

4,000

• Online respondents were drawn from verified panel members who matched the screening criteria, with quotas on key profile attributes.

• The online survey was mobile-friendly and offered in respondents' languages.

• Digital fingerprinting and duplicate checks
• Attention, speed and straight-lining checks
• Review of open-ended answers
• Logic and range checks on the final data
• Work carried out under our ISO 20252 quality procedures

• Cross-tabulation by key groups and locations
• Significance testing on the differences that mattered
• Interactive dashboard for ongoing tracking

• Boarding delays and baggage waiting times at a few airports drove most dissatisfaction, not cabin service.

Measuring the whole journey revealed that the biggest problems happened on the ground, not in the air.

• Build on the core insight: measuring the whole journey revealed that the biggest problems happened on the ground, not in the air.
• Focus effort where the evidence was strongest: boarding delays and baggage waiting times at a few airports drove most dissatisfaction, not cabin service.
• Re-measure after the changes to confirm the effect.

• The airline focused ground operations improvements at those airports and used the tracker to monitor progress.

What changed in the business as a result of the work. Impact is described qualitatively.

• Insight report and management presentation
• Cleaned data file and data tables
• Interactive dashboard

• Continue the routine and review results every period.
• A natural follow-on question: what shapes the passenger experience?