How can the largest German airline improve customer satisfaction?
Lufthansa is the largest German airline, founded in 1953. Being one of the largest airlines in Europe (in terms of passengers carried), Lufthansa might need to find a good method to keep track of their customer feedback.
To see what passengers think about Lufthansa, we analyzed 402 reviews about the airline posted on TrustPilot. The reviews were analyzed using Gavagai Explorer and we found some interesting things about the company.
Here are 5 things we found out!
“Customer service” is the most talked-about topic, mentioned in 51% of the reviews. It has an average grade of 1,71 / 5, which is higher than the average of all topics (1,48).
“Staff” is mentioned in 20% of the reviews, which is more than average. The average grade is higher than the average of all topics: 2,23 / 5 compared to 1,48 / 5. It is often mentioned together with “rude” and “friendly”.
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The topics “contact”, “email”, and “called” seem to have a negative impact on the grade.
The topic “wait” has an average grade of 1,18 / 5, which is lower than the average of all topics. It is often mentioned together with “customer service” and “luggage”. Since 2016, it has been talked about less frequently.
Reviewers who mention “food” seem to give a higher grade than the average of all topics: 2,24 / 5 compared to 1,48 / 5. It often occurs together with “good” but sometimes also with “horrible”.
What does this mean for Lufthansa?
The average grade for Lufthansa is quite low, 1,48 / 5. Our analysis shows some of the important topics that passengers talk about.
According to passengers, customer service is okay but reviewers who mention email and calls seem to think the communication can be improved.
There seem to be diverging opinions about both the staff and the food. Some passengers think the staff is friendly and helpful, while others think they are rude. The food is also talked about in different ways but in general, it seems that both the staff and food are correlated to a higher grade.
It appears that Lufthansa needs to work more with their customer satisfaction. To improve in this area, we suggest the company analyze its customer feedback more regularly to see how passengers talk about them.
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