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…