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- Do apps improve the complicated process of traveling?
Fly Delta
American Airlines
As consumers spend more time on their smartphones, we expect easy access to our most important sites and services. Mobile apps are a great tool for providing pertinent content directly to the user, and the airline industry has been on the forefront of utilizing mobile apps. These apps are designed to provide consumers with a quicker and simpler way of accessing and organizing important flight information, improving the customer experience.
To analyze what customers have been saying about their flight experiences with these applications, let’s hone in on two major US airline providers: Delta and American Airlines. Thankfully, sifting through the thousands of reviews posted on the web in search of making sense of customer insights is now simpler than ever with the help of the data analytics visualization platform, SignalsTM.
SignalsTM is designed for self-service analytics, and I simply entered each app URL into the pre-built iOS App Store data connector. After a few minutes, I was able to see an entire visual depiction of customer feedback on the two apps, and as shown below, arranged a side by side comparison.
Right at the top, we are easily able to see the total number of comments that were analyzed and the category overviews that they each fall into, each along with their corresponding range between positive or negative value extrapolated through sentiment analysis. Delta appears to have an overall more positive market presence than American Airlines, however — to be fair — AA has far fewer comments to pull from.
Let’s move a little further down to see which custom widgets we have at our disposal to help better determine the overall opinion of the customers using these apps.
The buzzword widget above highlights the power of textual visualization. Based on the size of the words, we can quickly and clearly gather that the most common word pairs used in both sets of customer comments are “Boarding Pass”, “Error Message”, and “Customer Service,” to name a few. Furthermore, hovering over each phrase will display a representative comment of how the words most often was used. Clicking on a word phrase allows us to look even closer at each phrase to see what exactly customers are saying about them.
SignalsTM helps the analyst access areas of interest to make better, data-driven decisions:
- Are these apps doing their part to effectively function as replacement boarding passes?
- Are customers frequently experiencing error messages, inconveniently slowing them down when trying to get all checked in and through security?
- Based then on these findings, what is the consensus on the overall (hopefully) added level of customer service these apps have (or have not) provided?
Here’s a closer look at their respective Customer Service-specific commentary:
Finding the answers to these questions will help the two companies determine if their products are ultimately fulfilling customer needs, functioning reliably, and whether or not they have thus better positioned themselves among their many competitors within the industry. Delta customers tended to be less negative than American Airlines customers when discussing their customer service experiences — looks like AA could learn a thing or two from Delta.
The individual comments view shows a large array of opinions and personal experiences. Additionally, many customer comments suggest improvements that they would like to see the company implement on the next update. I’ve personally flown with both Delta and American Airlines numerous times. I can attest that by utilizing the mobile apps, there are less items to track, making going through the airport so much easier. However, perhaps its best to play it safe and print off a paper version of the boarding pass to ensure that you don’t end up like this guy:
Do you have something you’d like to plug into SignalsTM? We have many built in data connectors to ecommerce sites and internal databases (See related post about Data Connectors for Customer Analysis.) With SignalsTM you can run ad-hoc queries with these data connectors, or upload your own data file. We can handle just about any type and format of data, even unstructured data.
Visit our website to start your 14-day free trial. If you have any questions contact clientsupport@tasteanalytics.com and a person from our team will work with you.
And if you’re heading into the air anytime soon, from the Taste team to you… We wish you safe and simple travels!
