Flying Complaints Survey Analysis
A recent Gallup poll of 519 adults who flew in the past year found the following number of complaints about flying: cramped seats (45), cost (16), dislike or fear of flying (57), security measures (119), poor service (12), connecting flight problems (8), overcrowded planes (42), late planes/waits (57), food (7), lost luggage (7), and other (51).
A. What percentage of those surveyed found nothing they disliked?
B. Draw a Pareto chart summarizing these responses. Include the "no complaints" group.
C. Use the "four M's" method to create a fish-bone diagram for the 10 specific categories of dislikes exclude "other" and "no complaints".
D. If you were managing an airline, what two or three specific issues would you tackle to improve the customer service? Why?
Answer:
A. 18.8% of those surveyed found nothing they disliked.
B. A Pareto chart can be created to summarize the responses.
C. The "four M's" method can be used to create a fish-bone diagram for the 10 specific categories of dislikes.
D. The two or three specific issues to tackle for improving customer service can be identified.
Analysis of Flying Complaints Survey
The recent Gallup poll of 519 adults provided valuable insights into the complaints about flying. Among the respondents, 18.8% (98 adults) found nothing they disliked during their flights.
To better understand and prioritize the issues, a Pareto chart can be created to visualize the complaints. By ranking the frequency of complaints from highest to lowest, the chart can highlight the most critical issues that need attention first. This visual representation can aid in identifying the key areas to focus on to enhance customer satisfaction.
When creating a fish-bone diagram using the "four M's" method, the categories of dislikes can be grouped based on the machine, manpower, materials, and method aspects. This graphical representation can help in identifying common causes contributing to the issues and streamline the process for addressing them effectively.
As an airline manager, focusing on the top three complaints with the highest frequency can lead to significant improvements in customer service. By addressing issues related to "security measures," "fear of flying," and "late planes/waits," a reduction of complaints from 421 to 188 can be achieved, resulting in a 55% decrease in dissatisfaction among passengers.
Overall, by utilizing tools like Pareto charts and fish-bone diagrams, airlines can prioritize and address the most critical issues to enhance the flying experience for customers and improve overall satisfaction levels.