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Medium Customer Experience Operations Optimization Market Analysis

BLUE & RED AIRLINES GROUP

#Airline Industry #Operations #Customer Experience
ProHub Comment

This case tests the candidate's ability to diagnose customer satisfaction problems using NPS data, conduct root cause analysis of operational issues, and quantify the business impact of improvements. It requires both qualitative brainstorming (identifying pain points) and quantitative analysis (calculating passenger impact), making it ideal for assessing well-rounded problem-solving skills in the airline/operations domain.

Estimated Time 15 minutes
Difficulty Medium
Source IESE
50 / 100
Our client, Red & Blue Airlines Group, it’s based in Santiago, Chile and has operations to many cities in the globe. Its most iconic route is Santiago – Puerto Natales. Today, the managing director of Network Planning needs your help, he wants to increase quality in this market.

Clarifying Information

  1. Revenue sources: Passengers and Cargo.
  2. The company operates this market for 10 years and it has no competition.
  3. The market has a premium leisure component, who are corporate passengers during the rest of the year.
  4. During the last two years, there has been an increase in Cargo but a decrease in customers. There are some internal causes but also others means. The idea is to increase the customer experience.