A data-driven Excel analysis of 100K+ airline passenger records uncovering key drivers of customer satisfaction, service gaps, and the measurable impact of delays on passenger experience.
This project focuses on analyzing customer satisfaction patterns in the airline industry using Excel. The goal was to quantify how delays, service quality, class type, and loyalty influence passenger experience and identify actionable improvement areas.
- Total Records: 100,000+ passengers
- Data Coverage: Customer demographics, flight details, service ratings
- Data Quality: Cleaned dataset with minimal inconsistencies (<2%)
- Tools Used: Advanced Excel (Pivot Tables, Charts, Conditional Formatting)
- Tool: Microsoft Excel
- Techniques:
- Pivot Tables & Pivot Charts
- Data Cleaning & Transformation
- Correlation Analysis
- KPI Dashboards
- Satisfied Passengers: ~56%
- Dissatisfied Passengers: ~44%
- Delay Impact Threshold: 15+ minutes
- Satisfaction Drop on Delays: ~30–40%
- Loyalty Satisfaction Boost: ~25% higher
- Service-Satisfaction Correlation: >0.6
- Only ~56% passengers are satisfied, while ~44% are dissatisfied
- Indicates a significant experience gap requiring attention
- Flights delayed 15+ minutes lead to a ~30–40% drop in satisfaction
- Delays are the strongest negative driver of customer experience
- Business Class passengers are ~2x more satisfied than Economy
- Highlights a service quality gap between classes
- Loyal customers show ~25% higher satisfaction rates
- Indicates:
- Strong retention value
- Importance of loyalty programs
- Seat comfort & inflight service ratings show strong correlation (>0.6) with satisfaction
- Service quality directly influences customer perception
- Majority of dissatisfaction occurs when:
- Delays + Low service ratings happen together
- Shows a compounding negative effect on experience
- Delays are the primary driver of dissatisfaction
- Service quality is a key differentiator for customer satisfaction
- Loyalty programs significantly improve customer retention and experience
- Premium segments receive better experience → opportunity to elevate economy class service
- Enabled targeted strategies to reduce delay-related dissatisfaction
- Highlighted need for service quality improvements in economy class
- Supported customer retention strategies via loyalty programs
- Improved decision-making for customer experience optimization
This project demonstrates how analyzing 100K+ passenger records in Excel can reveal clear, measurable drivers of customer satisfaction, helping airlines optimize both operations and service quality.
- Name: [M Usman Javed]
- LinkedIn: [https://www.linkedin.com/in/muhammad-usman-javed-51769b3a9/?skipRedirect=true]