Customer Satisfaction Dashboard

In May of 2022, Maven Analytics, an online business intelligence training resource, added the Maven Airlines Challenge to their Data Playground. Other than to serve as a marketing effort to recruit potential students, the purpose of this challenge was to allow citizen and professional data analysts the opportunity to practice and hone their skills. I answered Maven's call and developed a solution within Microsoft PowerBI. This is the dashboard that I submitted for their Challenge:

This is the scenario that Maven Analytics presented within their challenge, pulled directly from their website:

Maven Analytics presented this survey data in the form of a .CSV (comma-separated value) format. I imported this dataset into PowerBI and used its Power Query feature to cleanse, transform, and reorganize the data into a series of tables. From there, I was able to easily build the data model in PowerBI's modeling tab. Organizing the data in this way allows PowerBI to process large sums of data in the most efficient manner as possible and offers more scalability should the data set continue to grow in the future. Here is the model that I created from the single .CSV table:

Naturally, my next step was to actually visualize the data within the report pane. Here is another look at the final design of the dashboard:

As we can see within the Responses by Customer Type visual, a majority of the survey respondents are First Time Fliers with Maven Airlines and accounted for over 42% of the 56.5% of respondents that were neutral or dissatisfied with their experience. It may be worth exploring different promotional offers for first-time fliers to see if that would improve their overall experience. Within the Survey Scores by Attribute we can see that the three lowest scoring categories were as follows:

In-Flight Wi-Fi Service - (~69% reported a score less than 4)

Ease of Online Booking - (~68% reported a score less than 4)

Gate Location - (~65% reported a score less than 4)

Based on these three categories, I would recommend that Maven Airlines focus its efforts on these action items: Almost half (47%) of the respondents flew into Business class. Due to this and their low In-Flight Wi-Fi scores, Maven Airlines should invest in testing their In-Flight Wi-Fi infrastructure to ensure that it can handle the traffic that modern business people will bring, and to invest in improving this infrastructure as needed. Online booking is a cornerstone in driving new and continued business for Maven Airlines. Hiring Quality Assurance Analysts to thoroughly test their website and booking experience will allow them to identify key pain points within the process and provide direction for their website developers to correct these issues. Finally, investing in a prescriptive analytics solution to map out the most efficient routes and minimize the distance between gates at their various airports will not only improve Maven Airlines' customer experience during layovers but will also automate this process and require less manual overhead from their employees.

Overall, this was a fun challenge to work on and I can't wait to see what new and exciting challenges you offer as we begin our partnership together! Please feel free to reach out to me with any questions you might have regarding this project or your own data-related needs. I am always happy to help!