Client is a prominent low-cost airline conglomerate based in Malaysia that operates primarily in the Asia-Pacific region.
Client has revolutionized the air travel in the region by making it more affordable and accessible to a wider range of passengers.
A representative sample of client’s customers across various Asian countries was selected for the study. The sample included a mix of demographics to ensure a comprehensive understanding of their satisfaction level.
Structured questionnaires were designed to capture customers' opinions and experiences related to different aspects of their travel, including flight performance, pricing, reliability, cabin design, onboard features, service quality, and overall customer satisfaction with the airline and its services.
In-depth interviews were conducted with a subset of participants to gain deeper insights into their perceptions and expectations, as well as to explore any specific issues or concerns they had.
Survey responses were analyzed using statistical methods to determine CSAT scores, identify patterns, and detect correlations between different variables. Furthermore, Interview transcripts were analyzed to uncover themes, extract meaningful insights, and provide a contextual understanding of the CSAT levels.