Abstract
The case revolves around Zoya Hariri, an analyst who works in the Customer Feedback group of an upcoming airline based in India. When analysing changes in the Net Promoter Score, Hariri realised that the company was facing rising customer dissatisfaction. Although the overall NPS for the company had been increasing, the data indicated that a growing number of customers were increasingly unhappy about their in-flight food service. Hariri needed to convey the seriousness of the situation to the airline’s senior management so that appropriate action could be taken.
Additional Information
| Product Type | Case |
|---|---|
| Reference No. | IS0150 |
| Title | Customer Loyalty at Sky Airways |
| Pages | 6 |
| Published on | Oct 30, 2025 |
| Year of Event | 2024 |
| Authors | Ranganathan, Kavitha; |
| Area | Information Systems (IS) |
| Discipline | Communication |
| Sector | Transportation and Logistics |
| Learning Objective | 1. Data Visualisation, Communicating with Data, Business Communication, Visual Analytics. To make sense of data and/or storytelling with data. 2. To craft a compelling pitch - using storytelling elements and data visualisation theoretical constructs. |
| Keywords | Net Promoter Score, Communication, Data Visualization, Storytelling with Data, Graphs, Data Analysis |
| Country | India |
| Courses | PhD, MBA (PGP), MBA-PGPX, EEP, ePGD-ABA, BPGP, AFP |
| Access | For All |
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