{"id":14217,"date":"2019-09-30T18:46:55","date_gmt":"2019-09-30T13:16:55","guid":{"rendered":"https:\/\/cigniti.com\/blog\/?p=14217"},"modified":"2020-04-30T20:41:29","modified_gmt":"2020-04-30T15:11:29","slug":"airline-aviation-customer-sentiment-analysis","status":"publish","type":"post","link":"https:\/\/www.cigniti.com\/blog\/airline-aviation-customer-sentiment-analysis\/","title":{"rendered":"How Airlines can offer customized experiences to the passengers"},"content":{"rendered":"<p><span data-contrast=\"auto\">It is not possible to\u00a0<\/span><span data-contrast=\"auto\">quantify customer experiences. Yet, they play the most important role in the success of businesses worldwide. In fact, as per the latest\u00a0<\/span><a href=\"https:\/\/c1.sfdcstatic.com\/content\/dam\/web\/en_us\/www\/assets\/pdf\/salesforce-state-of-the-connected-customer-report-2019.pdf\"><span data-contrast=\"none\">Salesforce\u2019s State of the Connected Customer Report 2019<\/span><\/a><span data-contrast=\"auto\">, about 84% of customers say the experience a company provides is as important as its products and services.\u00a0<\/span><span data-contrast=\"auto\">66% of the customers are even willing to pay more for a great experience.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The UK travel company, Thomas Cook, recently ceased its operations after declaring bankruptcy. This announcement resulted in 150,000 stranded travelers who need to be brought back to their homes. Now, the \u2018bankruptcy and liquidation\u2019 part might have been out of the travel company\u2019s control. But, if it manages to bring all the stranded travelers back safely and conveniently, it will be a huge win for the now-collapsed company in terms of customer satisfaction.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The non-reliability of airlines directly<\/span><span data-contrast=\"auto\">\u00a0affects customer satisfaction levels. Flight delays, last-minute cancellation and rescheduling, and baggage loss are some of the major contributing factors in making an airline non-reliable. As the technologies advance and people become more connected, the list expands with the inclusion of chunky ticket booking applications, non-intuitive user interface of search consoles, slow check-in systems, non-availability of\u00a0WiFi\u00a0on air, among others.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A\u00a0<\/span><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html?WT.mc_id=CT11-PL1000-DM2-TR2-LS4-ND30-TTA5-CN_CISCX3-USPR&amp;eq=press_US\"><span data-contrast=\"none\">PwC survey<\/span><\/a><span data-contrast=\"auto\">\u00a0reported that<\/span><span data-contrast=\"auto\">\u00a0for<\/span><span data-contrast=\"auto\">\u00a073% of\u00a0surveyees<\/span><span data-contrast=\"auto\">, a positive experience is among the key drivers that influence their brand loyalties. This \u2018positive experience\u2019 encompasses various factors such as speed, convenience, friendliness, helpfulness.\u00a0<\/span><span data-contrast=\"auto\">As the customer expectations grow, it is necessary that airlines address them proactively to yield the maximum satisfaction from the flyers.<\/span><span data-contrast=\"auto\">\u00a0Customers expect to get what they paid for \u2013 maybe even more, but\u00a0<\/span><span data-contrast=\"auto\">definitely<\/span><span data-contrast=\"auto\">\u00a0not less.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Experiences differ from\u00a0customer\u00a0to customer. However, there are a few common factors that play\u00a0integral\u00a0role in defining those experiences for all the airline passengers:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Operational efficiency:\u00a0<\/span><\/b><span data-contrast=\"auto\">Ground operations is the biggest reason for flight\u00a0<\/span><span data-contrast=\"auto\">inefficiencies<\/span><span data-contrast=\"auto\">. These operational activities take place independently and do not cross-communicate. This lack of communication creates a huge operational barrier, often resulting in unplanned\u00a0<\/span><span data-contrast=\"auto\">maintenance<\/span><span data-contrast=\"auto\">, delayed inspections, and consequently rescheduling of flights and frustrated customers.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Personalization:\u00a0<\/span><\/b><span data-contrast=\"auto\">85% of travelers are willing to provide additional information to airlines so long as the<\/span><span data-contrast=\"auto\">y receive a personalized treatment and a smooth flying experience.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">The 2019 North America Airline Satisfaction study showed that in-flight services prove to be a stumbling block in generating a positive effect.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Costs:\u00a0<\/span><\/b><span data-contrast=\"auto\">After the UK airline collapsed, the rival airlines are hiking the fares by as much as 400%. The already disgruntled, worried, and stranded passengers are now facing such unreasonable airfare hike from airlines. Proliferation of the low-cost carrier\u00a0<\/span><span data-contrast=\"auto\">airlines<\/span><span data-contrast=\"auto\">\u00a0showcase the tendency of passengers to incline towards a cost-effective airline. Although passengers do expect a luxurious treatment, they do not want to burn holes in their pockets for a single air trip.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Interaction:\u00a0<\/span><\/b><span data-contrast=\"auto\">From the time a passenger starts searching for flights till they claim their baggage and leave the airport, they want their interaction with the airline to be as smooth as possible. This involves the usability of booking application,<\/span><span data-contrast=\"auto\">\u00a0ease of navigation, ease of payment, timely<\/span><span data-contrast=\"auto\">\u00a0reminders from the airline, advanced intimation of any changes, and feedback process of the flying experience.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">How Sentiment Analysis help<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Salesforce report suggested that 54% of the customers want to change the way brands engage with them.<\/span><span data-contrast=\"auto\">\u00a0We are living in the \u201cage of customer-driven digital.\u201d This means, technology and innovation are overpowering legacy methods to deliver the greatest customer experiences.\u00a0<\/span><span data-contrast=\"auto\">We are living in a time when connectivity has become the norm<\/span><span data-contrast=\"auto\">. S<\/span><span data-contrast=\"auto\">ocial media has become the preferred\u00a0<\/span><span data-contrast=\"auto\">channel of communication and digital presence has become mandatory.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The digital connectivity bestows immense power to the customers in terms of vocalizing their thoughts, opinions, and reviews on a brand. The customer views expressed on Twitter, Facebook, and other online forums are forming the base of customer strategy for brands worldwide. The equation for deriving customer satisfaction includes their expectations and brands\u2019 ability to meet them. While customers are openly communicating their perception, expectation, and needs online, brands can very easily leverage the available information to strategize their next step. Sentiment Analysis or Opinion Mining can help brands do so.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p>Linda Jojo, EVP of Technology and Chief Digital Officer of United Airlines, puts it perfectly\u00a0in an interview with Forbes when she said, \u201cOnce upon a time, the best technology you had was in your office, but that has quickly changed. People have sophisticated technology in their pocket, and this has shaped their expectations for the technology they use at work and in their interactions with different companies. It does not matter whether that company is a legacy business with old systems or a brand-new startup that is nimble and cloud-native, the expectations are the same for all of us.\u201d<\/p>\n<p><span data-contrast=\"auto\">90% of the customers admit to making purchase decisions based on online reviews. The social sentiment of vocal customers has prominent impact on the airlines\u2019 business growth. A sentiment analyzer tool\u00a0<\/span><span data-contrast=\"auto\">utilizes artificial intelligence that considers explicit as well as implied feedback and segregates them as positive, neutral, and negative. The scope of opinions spans across the areas of pricing, flight attendance, boarding process, customer service, baggage, flight schedules, software bugs, and number of uninstallations of an airline\u2019s application. A sentiment analysis generally takes an objective as well as a\u00a0<\/span><span data-contrast=\"auto\">subjective view to determine the customer experience from a quality perspective to provide actionable insights.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The findings of a research on Aviation Sentiment Analysis published in the whitepaper,\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/resource\/white-papers\/social-sentiment-analysis-airlines-business-growth\/\"><span data-contrast=\"none\">Can Social Sentiment Impact Airlines Business Growth<\/span><\/a><span data-contrast=\"auto\">, revealed that reliability is the greatest expectation from an airline while customers expect the airlines\u2019 apps to function and perform seamlessly. Taking the primary information from app store reviews and social media conversations, the analysis identified the issues that customers are facing and what improvements an airline needs to make in its service quality.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Conclusion<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By performing a thorough\u00a0<\/span><span data-contrast=\"auto\">opinion mining with tools such as\u00a0Cigniti\u2019s\u00a0Sentiment Analyzer, airlines can\u00a0<\/span><span data-contrast=\"auto\">effectively\u00a0<\/span><span data-contrast=\"auto\">optimize<\/span><span data-contrast=\"auto\">\u00a0their customer strategies. Airlines can use sentiment analyzer to offer their passengers the most satisfying flying experience. By using a \u2018from the customers, for the customers\u2019 approach, sentiment analysis helps airlines understand areas where they need to improve, where they are excelling, and how better they can serve their passengers.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Cigniti\u2019s\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/airlines\/?utm_source=blog&amp;utm_medium=hyperlink\"><span data-contrast=\"none\">Airlines<\/span><span data-contrast=\"none\">\u00a0Testing CoE<\/span><\/a><span data-contrast=\"auto\">\u00a0reflects its in-depth expertise in the industry. Having served some of the world\u2019s largest airlines over the years, the domain experts at\u00a0Cigniti\u00a0can help you boost your airline\u2019s growth and deliver the best customer experience.\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/contact-us\/?utm_source=blog&amp;utm_medium=hyperlink\"><span data-contrast=\"none\">Connect with us<\/span><\/a><span data-contrast=\"auto\">\u00a0to schedule a discussion.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It is not possible to\u00a0quantify customer experiences. Yet, they play the most important role in the success of businesses worldwide. In fact, as per the latest\u00a0Salesforce\u2019s State of the Connected Customer Report 2019, about 84% of customers say the experience a company provides is as important as its products and services.\u00a066% of the customers are [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":14218,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2861,86,38],"tags":[2853,2850,2561,2564,2852,2160,2563,2560,2854,2851,2855,2562],"ppma_author":[3727],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How airlines can offer customized experiences to the passengers<\/title>\n<meta name=\"description\" content=\"The non-reliability of airlines directly affects customer satisfaction levels. 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The disgruntled flyers turn to social media to express their ordeals. Airlines, on the other hand, now have the opportunity to take the route of \u2018from the customers, for the customers\u2019, with the help of sentiment analysis. 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