CUSTOMER RELATIONSHIP MANAGEMENT presentation WITH CORPORATE ANALYSIS on spicejet airlines
Nov 02, 2014
CUSTOMER RELATIONSHIP
MANAGEMENTpresentation
WITHCORPORATE ANALYSIS
onspicejet airlines
By:- SIDDHARTH PANDEY IIPM DELHI SS-09-11MOBILE:- 09999248314
INTRODUCTION TO SPICEJETBY SIDDHARTH PANDEY
COMPANY’s aim
“To become India’s most preferred low cost airline, by providing the lowest air fares and the highest consumer value to the price sensitive consumers of the
country.”
COMPANY’s mission
“to ensure that flying is no longer confined to CEOs and business
travelers, but affordable to everyone”
Market Share
FOR THE CUSTOMER, BY THE CUSTOMER
CUSTOMER SERVICES
• Personal valet at airport• Personal and exclusive lounges
• Refreshments and music• Three course meal• Baggage assistance
• Award wining web portal
CUSTOMERS REVIEWS
• Survey conducted on 30 people
The research was divided on 4 major issues:
Service On Board Airline Punctuality Responds Of Air-Flight attendants Overall experience
CUSTOMER REVIEWS• Keenly priced tickets. They take a practical view of baggage
allowances, which is very helpful. Overhead lockers are somewhat low and can be awkward for odd-shaped carry-on bags. FAs are very courteous. Seat pitch is unsatisfactory but for short flights this may not pose a problem.
• Delhi to Srinagar via Jammu. The time of my web-booked flight had changed, but I had not been notified of this and therefore arrived at the airport far too early. Luckily there was an earlier flight and the person at the ticket counter changed my booking to this flight at no extra cost. Seats were allocated at check in, but there was no scramble anyway, as there were only 100 passengers. The 737-800 was clean and the crew were quite friendly. Overall a positive experience
INTERESTING CUSTOMER COMENT’S:-
• ADEQUATELY PRICED• “INSIDE TEMPRATURE MORE THAN OUTSIDE”
• “PATHETIC CANCELLATION”• “YOU GET WHAT YOU PAY”• SEAT PITCH VERY TIGHT• “AIRLINES FROM HELL”• LOVE SPICE FOR LIFE
• “JUVENILE CHECK IN RULES”• “SPICELATE AIRLINES”
• FIRST FLIGHT MADE DELIGHTFUL.
AWARDS AND RECOGNITIONS
SpiceJet.com wins Best Website Award New Delhi, February 1, 2010
SpiceJet won this award for:-
• Its booking portal's user friendly interface,• Relevant local content and transparent display of
price. • Enabling SpiceJet consumers to make informed
choices with ease.
The award was given on January 28 at the recently concluded ‘World Low Cost Airlines Asia Pacific Conference' at Singapore, by Dale Lawrence, Director,
Corporate Communications, Pacific Asia Travel Association (PATA).
MODEL OF INFLIGHT CUSTOMER EXPERIENCE
Model based on these steps:-
Flying experience –
Airport baggage services -
Arrival service -
Cabin crew -
Check-in process -
In-Cabin Experience -
General approach to customers -
Call center experience -
Complaint handling -
MARKET SURVEYBY SAKET SINGH
BASE OF QUESTIONNAIRE
Sample size -30
Age group – 21 and above
Occupation – Passengers
Place- IGI, domestic airport
Selection- Random
OVERALL SATISFACTION OF CUSTOMERS
30 CUSTOMERS
SATISFIEDUNSATISFIED
OVERALL SERVICE PROVIDED BY FA
VERY GOO
DFAIR
VERY PO
OR
NEEDS IMPRO
VEMENT
0
2
4
6
8
10
12
14
16
30 CUSTOMERS
30 CUSTOMERS
DURATION OF BOARDING & BAGGAAGE HANDLING
VERY LONG JUST IN TIME QUICK0
5
10
15
20
25
30 CUSTOMERS
30 CUSTOMERS
DID FLIGHT TAKE OFF AS SCHEDULED?
YES NO0
5
10
15
20
25
30 CUSTOMERS
30 CUSTOMERS
QUALITY OF IN-FLIGHT MEAL
VERY GOOD SATISFACTORY BAD0
2
4
6
8
10
12
14
16
18
20
30 CUSTOMERS
30 CUSTOMERS
ATTITUDE OF FLIGHT ATTENDANTS
FRIENDLY
RESPECTFUL
COURTEO
US WELC
OM
ING
NONE
0
4
8
12
30 CUSTOMERS
30 CUSTOMERS
AVAILABILITY OF SERVICES PROVIDED BY FLIGHT ATTENDANTS
VERY RARELY TOOK TIME AVAILABLE0
2
4
6
8
10
12
14
16
30 CUSTOMERS
30 CUSTOMERS
TAVELING WITH SPICEJET IN FUTURE
YES NO0
5
10
15
20
25
30 CUSTOMERS
30 CUSTOMERS
RECOMMENDATION OF SPICEJET
YES NO0
5
10
15
20
25
30 CUSTOMERS
30 CUSTOMERS
OVERALL SERVICES OF SPICEJET
SATISFACTO
RY
VERY GOO
D
VERY BAD
NEEDS IMPRO
VEMENT
0
4
8
12
16
30 CUSTOMERS
30 CUSTOMERS
CRM ANALYSIS
SCOPE FOR IMPROVEMENTS
• AIRLINE PUNCTUALITY• GREETING AT AIRPORT
• WELCOMING OF PASSENGERS• SEATS
• CALL CENTER
KEY STRNGHTS
• FLIGHT ATTENDANTS• LOW AIRFARE• CONNECTIVITY• IN FLIGHT FOOD
Thank you for flying with us…