From a delayed flight to a seat with a broken recliner, from a rude staff member to bad food, fliers lash out at airlines on social media with all sorts of complaints. How well and how soon airlines respond to these complaints is crucial. An airline’s quick customer service and on-time performance help fuel positive conversations about the brand online. An exclusive analysis of online chatter about India’s seven largest domestic airlines (according to passengers carried in January-March 2018) by MavenMagnet for ET Magazine decodes how the brands fare in the minds of fliers on a range of parameters.
The study analysed 16,930 conversations among 13,010 consumers between November 1, 2017, and April 30, 2018, on social media platforms, blogs and news sites, among others. The conversations were evenly distributed across the seven airlines.
MavenMagnet is a multinational data research company. The key advantage of this research methodology is that it does not involve moderation of discussions, surveys or online panels. Instead, MavenMagnet has used software it has developed to analyse conversations consumers had on various interactive platforms with their friends and family members to gather the insights.
13/05/18 G Setharaman/Economic Times
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The study analysed 16,930 conversations among 13,010 consumers between November 1, 2017, and April 30, 2018, on social media platforms, blogs and news sites, among others. The conversations were evenly distributed across the seven airlines.
MavenMagnet is a multinational data research company. The key advantage of this research methodology is that it does not involve moderation of discussions, surveys or online panels. Instead, MavenMagnet has used software it has developed to analyse conversations consumers had on various interactive platforms with their friends and family members to gather the insights.
13/05/18 G Setharaman/Economic Times
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