08 Sep Delta Airlines seek insights into factors that improve customer experiences. Read Analyze Data in Excel? Actions and examine customer satisfaction factors on Customer Survey Data Downlo
Delta Airlines seek insights into factors that improve customer experiences. Read Analyze Data in Excel
Actions and examine customer satisfaction factors on Customer Survey Data Download Customer Survey Data. Investigate whether flight class influences seat comfort ratings by using the pivot table and chart.
- Screenshot and upload the pivot chart and the pivot table of "average" seat comfort ratings (output) by flight class (input).
- Interpret the results (100 words)
1
Analyze Data in Excel Convert words to numerical values
1. Select the column ‘Gender.’ Convert a text categorical variable
to a numerical variable. Click “Find & Select” – “Replace” in the
“Home” tab.
2. Replace “Female” with “1” (the person ‘is’ female) – Click
“Replace All.”
2
3. Replace “Male” with “0” (the person ‘is not’ female) – Click
“Replace All.”
You have a numeric categorical variable for ‘Gender’ – 1 =
Female and 0 = Male.
3
Calculate the “mean (average)”
1. Tab on the empty cell at the bottom of the column ‘Gender.’
Get the average of gender (1 = female) – the percentage of female
respondents.
2. Type “=AVERAGE(C1:C105)” to get the average value of cells
C1 ~ C105. Click the ‘Enter key.’ You get an average value of
‘0.625.’ 62.5% of the survey respondents are female.
4
Create pivot charts and tables
1. Click ‘Insert’ – ‘Pivot Chart’ – ‘Pivot Chart & Pivot Table.’
2. Excel selects the whole data range automatically. Make sure
not to tap on the column when you perform step 1. Click “Ok.”
5
3. Excel generates an application you can use to create pivot
tables and charts on a new tab. You can see the list of variables
on your right.
4. Select the input variable first, then the output variable. For
example, to get an average seat comfort rating (output) by flight
class (input), select “Class” and then select “Seat comfort.”
6
Initially, the output variables are the sum of values by default
setting. To change the output variables to the average value –
Click the output variable “Sum of Seat comfort” in the “Values”
tab on your bottom right. Click “Value Field Settings.”
Click on “Average” to change the setting from “Sum” to
“Average.” Click “Ok.”
7
You have the pivot table and chart of average seat comfort
ratings by flight class.
Business class customers give an average of 4.04 out of 5 for
seat comfort ratings. Economy class customers give an average
of 3.41. Economy plus customers give an average of 3.57.
Are business class seats more comfortable than economy class
seats?
,
id | Gender | Customer Type | Age | Type of Travel | Class | Flight Distance | Inflight wifi service | Departure/Arrival time convenient | Ease of Online booking | Gate location | Food and drink | Online boarding | Seat comfort | Inflight entertainment | On-board service | Leg room service | Baggage handling | Checkin service | Inflight service | Cleanliness | Departure Delay in Minutes | Arrival Delay in Minutes | satisfaction | |
0 | 19556 | Female | Loyal Customer | 52 | Business travel | Eco | 160 | 5 | 4 | 3 | 4 | 3 | 4 | 3 | 5 | 5 | 5 | 5 | 2 | 5 | 5 | 50 | 44 | satisfied |
1 | 90035 | Female | Loyal Customer | 36 | Business travel | Business | 2863 | 1 | 1 | 3 | 1 | 5 | 4 | 5 | 4 | 4 | 4 | 4 | 3 | 4 | 5 | 0 | 0 | satisfied |
2 | 12360 | Male | disloyal Customer | 20 | Business travel | Eco | 192 | 2 | 0 | 2 | 4 | 2 | 2 | 2 | 2 | 4 | 1 | 3 | 2 | 2 | 2 | 0 | 0 | neutral or dissatisfied |
3 | 77959 | Male | Loyal Customer | 44 | Business travel | Business | 3377 | 0 | 0 | 0 | 2 | 3 | 4 | 4 | 1 | 1 | 1 | 1 | 3 | 1 | 4 | 0 | 6 | satisfied |
4 | 36875 | Female | Loyal Customer | 49 | Business travel | Eco | 1182 | 2 | 3 | 4 | 3 | 4 | 1 | 2 | 2 | 2 | 2 | 2 | 4 | 2 | 4 | 0 | 20 | satisfied |
5 | 39177 | Male | Loyal Customer | 16 | Business travel | Eco | 311 | 3 | 3 | 3 | 3 | 5 | 5 | 3 | 5 | 4 | 3 | 1 | 1 | 2 | 5 | 0 | 0 | satisfied |
6 | 79433 | Female | Loyal Customer | 77 | Business travel | Business | 3987 | 5 | 5 | 5 | 5 | 3 | 5 | 5 | 5 | 5 | 5 | 5 | 4 | 5 | 3 | 0 | 0 | satisfied |
7 | 97286 | Female | Loyal Customer | 43 | Business travel | Business | 2556 | 2 | 2 | 2 | 2 | 4 | 4 | 5 | 4 | 4 | 4 | 4 | 5 | 4 | 3 | 77 | 65 | satisfied |
8 | 27508 | Male | Loyal Customer | 47 | Business travel | Eco | 556 | 5 | 2 | 2 | 2 | 5 | 5 | 5 | 5 | 2 | 2 | 5 | 3 | 3 | 5 | 1 | 0 | satisfied |
9 | 62482 | Female | Loyal Customer | 46 | Business travel | Business | 1744 | 2 | 2 | 2 | 2 | 3 | 4 | 4 | 4 | 4 | 4 | 4 | 5 | 4 | 4 | 28 | 14 | satisfied |
10 | 47583 | Female | Loyal Customer | 47 | Business travel | Eco | 1235 | 4 | 1 | 1 | 1 | 5 | 1 | 5 | 3 | 3 | 4 | 3 | 1 | 3 | 4 | 29 | 19 | satisfied |
11 | 115550 | Female | Loyal Customer | 33 | Business travel | Business | 325 | 2 | 5 | 5 | 5 | 1 | 3 | 4 | 2 | 2 | 2 | 2 | 3 | 2 | 4 | 18 | 7 | neutral or dissatisfied |
12 | 119987 | Female | Loyal Customer | 46 | Business travel | Business | 1009 | 5 | 5 | 5 | 5 | 4 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 3 | 0 | 0 | satisfied |
13 | 42141 | Female | Loyal Customer | 60 | Business travel | Business | 451 | 1 | 1 | 4 | 1 | 5 | 5 | 4 | 5 | 5 | 5 | 5 | 3 | 5 | 5 | 117 | 113 | satisfied |
14 | 2274 | Female | Loyal Customer | 52 | Business travel | Business | 925 | 2 | 2 | 2 | 2 | 5 | 5 | 4 | 4 | 4 | 4 | 4 | 3 | 4 | 5 | 10 | 0 | satisfied |
15 | 22470 | Male | Loyal Customer | 50 | Personal Travel | Eco | 83 | 3 | 4 | 0 | 3 | 2 | 0 | 2 | 2 | 4 | 2 | 4 | 4 | 5 | 2 | 5 | 2 | neutral or dissatisfied |
16 | 124915 | Female | Loyal Customer | 31 | Business travel | Eco | 728 | 2 | 5 | 5 | 5 | 2 | 2 | 2 | 2 | 4 | 3 | 3 | 4 | 3 | 2 | 2 | 0 | neutral or dissatisfied |
17 | 17836 | Male | Loyal Customer | 52 | Personal Travel | Eco Plus | 1075 | 5 | 4 | 5 | 3 | 4 | 5 | 4 | 4 | 3 | 5 | 5 | 4 | 5 | 4 | 0 | 0 | satisfied |
18 | 76872 | Female | Loyal Customer | 43 | Personal Travel | Eco | 1927 | 3 | 4 | 3 | 1 | 4 | 4 | 5 | 5 | 5 | 3 | 5 | 4 | 5 | 3 | 0 | 0 | neutral or dissatisfied |
19 | 64287 | Female | Loyal Customer | 50 | Business travel | Business | 3799 | 5 | 5 | 5 | 5 | 4 | 5 | 4 | 4 | 4 | 5 | 4 | 5 | 4 | 5 | 8 | 0 | satisfied |
20 | 63995 | Male | Loyal Customer | 60 | Business travel | Business | 612 | 4 | 4 | 4 | 4 | 2 | 4 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 21 | 49 | satisfied |
21 | 75855 | Male | Loyal Customer | 43 | Personal Travel | Eco | 1437 | 3 | 4 | 3 | 4 | 2 | 3 | 2 | 2 | 4 | 2 | 4 | 4 | 5 | 2 | 0 | 0 | neutral or dissatisfied |
22 | 106181 | Male | Loyal Customer | 55 | Personal Travel | Eco | 302 | 1 | 2 | 4 | 3 | 4 | 4 | 4 | 4 | 1 | 3 | 2 | 4 | 3 | 4 | 0 | 0 | neutral or dissatisfied |
23 | 44304 | Male | Loyal Customer | 25 | Business travel | Business | 1428 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 1 | 5 | 3 | 1 | 5 | 4 | 0 | 0 | satisfied |
24 | 82602 | Female | disloyal Customer | 30 | Business travel | Eco | 528 | 4 | 3 | 5 | 3 | 2 | 5 | 2 | 2 | 3 | 2 | 3 | 4 | 4 | 2 | 0 | 0 | neutral or dissatisfied |
25 | 7823 | Male | Loyal Customer | 62 | Personal Travel | Eco | 710 | 3 | 5 | 3 | 4 | 2 | 3 | 2 | 2 | 3 | 5 | 5 | 4 | 4 | 2 | 0 | 0 | neutral or dissatisfied |
26 | 127781 | Male | Loyal Customer | 24 | Business travel | Business | 3680 | 4 | 1 | 4 | 4 | 2 | 2 | 2 | 2 | 5 | 5 | 5 | 5 | 4 | 2 | 0 | 0 | satisfied |
27 | 34501 | Female | Loyal Customer | 22 | Business travel | Eco | 1521 | 4 | 1 | 1 | 1 | 4 | 4 | 4 | 4 | 1 | 4 | 1 | 1 | 5 | 4 | 3 | 13 | satisfied |
28 | 121658 | Male | Loyal Customer | 44 | Business travel | Business | 1543 | 3 | 5 | 3 | 3 | 5 | 4 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 0 | 0 | satisfied |
29 | 20219 | Male | Loyal Customer | 51 | Business travel | Eco | 235 | 4 | 3 | 3 | 3 | 4 | 4 | 4 | 4 | 3 | 2 | 3 | 3 | 4 | 4 | 0 | 0 | neutral or dissatisfied |
30 | 67551 | Male | Loyal Customer | 43 | Personal Travel | Business | 1235 | 1 | 5 | 1 | 1 | 1 | 1 | 4 | 3 | 3 | 1 | 5 | 4 | 3 | 5 | 0 | 0 | neutral or dissatisfied |
31 | 48994 | Female | Loyal Customer | 56 | Business travel | Eco | 308 | 2 | 3 | 3 | 3 | 5 | 2 | 5 | 2 | 2 | 2 | 2 | 2 | 2 | 2 | 0 | 0 | satisfied |
32 | 70811 | Male | disloyal Customer | 41 | Business travel | Eco | 624 | 2 | 3 | 2 | 4 | 5 | 2 | 5 | 5 | 4 | 3 | 3 | 1 | 4 | 5 | 0 | 0 | neutral or dissatisfied |
33 | 75241 | Male | Loyal Customer | 22 | Personal Travel | Eco | 1846 | 4 | 5 | 4 | 4 | 5 | 4 | 5 | 5 | 5 | 4 | 4 | 4 | 4 | 5 | 40 | 68 | neutral or dissatisfied</t
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