Skytrax (airline quality benchmarking)
Beyond the 5-star rating: Taking airline feedback to new heights
Discover how Inqqa powered analysis of open-text airline reviews shows different predictors for airline quality appreciation compared to the traditional 5-star rating score
The challenge
Skytrax conducts extensive research to evaluate the quality of airlines worldwide, using a range of methods including customer surveys, audits, and analysis of operational data. Skytraxratings.com provides detailed information and ratings for airlines as well as open ended feedback which are not used in the rating but holds valuable information.
The solution
Skytrax's traditional rating system has been a staple in the airline industry, but Inqqa provides an innovative way to dive deeper into passengers' experiences and preferences. By analyzing large amounts of open-ended feedback, it becomes possible to gain invaluable insights into the drivers of airline and airport satisfaction. With Inqqa's capabilities it's easy to calculate NPS scores and perform group comparisons to identify areas for improvement and track progress over time.
The results
Unlike the limited and inflexible 6 quality topics used by Skytrax, Inqqa is able to identify emerging trends and highlight relevant topics that were previously overlooked. Inqqa indicates a significant distinction between 'cancelled flights' and 'delayed flights' as the segmentation of 'fees' and 'compensation' which is a valuable deep-dive for the topic 'customer service'. Calculating an improved NPS score based on the different topics from automatic text analysis Inqqa suggests a different top 10.
Try it on your own survey
Try Inqqa AI for FREE for 14 days and discover how much power Inqqa AI adds to your employee research or market research toolkit. And, in the meantime, read our whitepaper with a complete use case.