Air travel CSAT is very low. How would you improve it?

Introduction

Air travel customer satisfaction (CSAT) is currently very low, and as a product leader, I'm tasked with improving it. This challenge encompasses various aspects of the air travel experience, from booking to post-flight services. I'll approach this problem systematically, focusing on identifying key pain points and developing innovative solutions to enhance the overall customer experience.

Step 1

Clarifying Questions (5 mins)

Before diving into solutions, I'd like to ask a few critical questions to better understand the scope and context of the problem:

• What specific aspects of air travel are contributing most to the low CSAT scores?

Why this matters: It helps pinpoint the areas that need the most attention. Hypothetical answer: Customer surveys indicate that flight delays, baggage handling issues, and in-flight comfort are the top concerns. Impact: This would focus our efforts on these three key areas.

• Are there any particular customer segments that are reporting lower satisfaction than others?

Why this matters: It allows us to prioritize improvements for the most affected groups. Hypothetical answer: Business travelers and families with young children report the lowest satisfaction scores. Impact: We'd tailor solutions to address the specific needs of these segments.

• What's the current CSAT score, and what's our target improvement goal?

Why this matters: It establishes a clear benchmark and objective for our efforts. Hypothetical answer: Current CSAT is 6.2/10, and we aim to improve it to 8/10 within 18 months. Impact: This gives us a concrete target to work towards and measure our success against.

• Are there any external factors (e.g., regulatory changes, competitor actions) influencing customer satisfaction?

Why this matters: It helps us understand if there are industry-wide challenges we need to address. Hypothetical answer: Recent changes in security regulations have increased pre-flight waiting times, affecting satisfaction. Impact: We'd need to consider solutions that help mitigate the impact of these external factors.

Based on these hypothetical answers, I'll assume that we're focusing on improving the experience for business travelers and families, with a particular emphasis on addressing flight delays, baggage handling, and in-flight comfort. Our goal is to increase the CSAT score from 6.2 to 8 within 18 months, while also considering the impact of new security regulations.