British Airways Customer Review Analysis
Project Overview
This project simulates the role of a data analyst supporting an airline’s customer experience and operations teams. Using British Airways customer reviews, I built an interactive dashboard that enables intuitive exploration of satisfaction trends across regions, aircraft types, traveler segments, and service dimensions.
Business Context
Airlines collect large volumes of customer feedback across routes, aircraft, and traveler types. Without structured analysis, it becomes difficult to:
- Identify consistent regional performance gaps
- Understand how aircraft age and type affect satisfaction
- Compare experience across traveler segments
- Track changes in customer sentiment over time
Solution Design
I designed a Tableau dashboard that allows users to dynamically explore customer satisfaction across multiple dimensions.
Data Structure and Modeling
The analysis integrates two datasets:
- British Airways Reviews: 1,000+ reviews with date, location, aircraft, class, and ratings.
- Country Mapping: Associates review locations with regions/continents.
Executive Summary of Insights
- Customer satisfaction showed consistent regional gaps, with Europe and Asia performing more strongly.
- Older aircraft models received lower ratings across metrics like comfort and entertainment.
- Business and solo leisure travelers reported higher satisfaction than family travelers.
Recommendations
- Prioritize upgrades/retirement of aircraft with persistently poor feedback.
- Replicate successful regional food offerings across international routes.
- Tailor in-flight service strategies for family travelers.
Explore the Dashboard
The embedded dashboard below is fully interactive. Select any metric, region, or aircraft to explore what drives customer satisfaction.
