The bar chart illustrates how far the customer satisfied with an airline’s services from 1999 to 2007, while the table breaks them down into specific aspects.
Overall, there was a significant improvement in the service quality with a remarked rise in positive feedback, contrary to a notable decline in negative one. Moreover, the courtesy of the airline’s employees played the most crucial role in the customer satisfaction, meanwhile the ticket prices made the least contribution.
Looking at the bar chart first, in 1999, nearly a third of the customer dissatisfied with their traveling experience, almost half of the satisfaction level, at 65%. After 8 years, while the dissatisfaction level decreased sharply to 24%, the proportion of passengers with pleasant experience surged to 72%, which was three times higher than the unpleasant figure.
When it comes to analyzing specific figures, the professionalism of cabin crew and check-in/ gate agents contributed approximately 88% of the total satisfaction result in 1999. In the next 8 years, the figure for flight attendants’ courtesy continuously climbed to 92%, becoming the most essential factor in enhancing customer experience, whereas the contribution of check-in agents remained relatively stable.
Positioned in the third most vital element, the punctuality of flights accounted for three-quarters of the satisfaction result, before increasing slightly to 70% in the following 8 years. The price of tickets made 45% of customers satisfied, but the figure quickly jumped to 65% in 2007. Finally, although the quality of seats initially had no impacts on the customer experience in 1999, it showed its importance in 2007, with 47% of passengers enjoying it.