Data, Analytics & Experience Measurement

More data does not automatically lead to better experience decisions. Airlines have access to extensive inflight usage and performance data, yet often struggle to determine what that data actually implies for passenger satisfaction or loyalty.

IFECtiv supports airlines in interpreting experience data with appropriate caution and context.

What We Help Airlines Avoid

• Mistaking engagement for satisfaction

• Over-optimising metrics that do not influence perception

• Drawing conclusions unsupported by passenger context

• Making investment decisions based on incomplete signals

Experience data is valuable but only when aligned to the decisions it is meant to inform.

How This Work Is Used

This engagement supports:

• Executive interpretation of passenger and IFEC data

• Experience investment decisions

• Internal alignment on what metrics matter and which do not

• More disciplined use of analytics in experience strategy

The goal is confidence in interpretation and not to have an abundance of metrics.