Customer Feedback Analysis: United Airlines

Customer Feedback Analysis: United Airlines

Application Description:

The Challenge

  • Move from position #3 to #2 of world’s largest airlines
  • Improve customers’ perception of both domestic and international flight experiences
  • New CEO’s charter to improve Customer Experience

Canopus Contributions

  • Performed aspect-based sentiment analysis and identified potential areas of improvement
  • Linked various data sources and identified root causes of negative feedback. Suggested system level improvements

Benefits Realized

  • Client is able to monitor and respond to unstructured consumer feedback in a systematic and timely manner

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