British Airways Service Quality Review

Project Overview

This analysis examines the service quality of British Airways, one of the world's leading airlines, through structured data analysis of passenger reviews and operational metrics. The project identifies key areas affecting customer satisfaction and provides strategic recommendations for enhancing the overall passenger experience.

Key Objectives

• Analyze passenger feedback and reviews to identify service trends
• Evaluate service quality metrics across different flight categories
• Identify key areas of passenger satisfaction and dissatisfaction
• Develop actionable recommendations for service improvement
• Benchmark BA's performance against industry standards

Methodology

The analysis combined both quantitative and qualitative approaches:

• Sentiment analysis of customer reviews
• Statistical analysis of service metrics
• Comparative analysis with industry benchmarks
• Trend analysis across different time periods

Project Documents

Key Findings

• Identified primary drivers of passenger satisfaction and dissatisfaction
• Uncovered trends in service quality across different flight routes and classes
• Analyzed the impact of specific service elements on overall customer experience
• Mapped customer journey touchpoints requiring improvement
• Quantified the relationship between service quality and customer loyalty

Recommendations

Based on the analysis, several recommendations were developed to enhance BA's service quality:

1. Implement targeted training programs for cabin crew based on customer feedback
2. Revise in-flight service protocols for long-haul flights
3. Enhance communication during service disruptions
4. Improve consistency of service delivery across different routes
5. Develop more personalized passenger experience initiatives

Skills Applied