Crimson Hexagon, a leading provider of Big Data analysis software that delivers business intelligence from social media and other data sources to global corporations, today announced the availability of its recent study of customer satisfaction with nine national and regional airlines as expressed in more than 800,000 social media posts.
“Our analysis of the airline industry shows that to fully understand customer perceptions of quality of service, a comprehensive, multi-channel research approach must be taken. Consumer perceptions of quality gathered from social media need be part of the mix.”Crimson Hexagon compared its study to the Airline Quality Rating (AQR), an annual industry ranking of the highest quality airlines and found several eye-opening results. Relying predominantly on data provided to the Department of Transportation by the airlines themselves, the AQR study does not factor consumer conversations about airline service levels into the quality equation.
By comparison, Crimson Hexagon’s analysis of more than 800,000 on-topic social media posts identified key consumer insights based on four categories of consumer discussion, including general positive or negative sentiment, pricing, services and in-flight experience. The study focused on nine national and regional airlines with domestic routes including Delta, United, Southwest, American, U.S. Airways, Continental, AirTran, JetBlue and Virgin America.
Key findings include:
For additional details on how other top airlines fared with consumer satisfaction, download the full version of the Crimson Hexagon study.
About Crimson Hexagon, Inc.
Crimson Hexagon, founded in 2007, is the leading provider of analysis software that delivers business intelligence from Big Data sources like social media and other data types for global corporations. Powered by patented technology developed at Harvard University's Institute for Quantitative Social Science, the Crimson Hexagon ForSight™ platform delivers the industry’s most comprehensive Big Data analysis capabilities for a variety of large-scale data sources. Clients include leading global organizations such as: CBS Films, Microsoft, Paramount Pictures, Simon & Schuster, Starbucks, Twitter, The United Nations, and many more. To read the Crimson Hexagon blog: http://www.crimsonhexagon.com/blog/.
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