Spicejet Complete

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CUSTOMER RELATIONSHIP MANAGEMENT presentation WITH CORPORATE ANALYSIS on spicejet airlines

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Spicejet Complete

  1. 1. CUSTOMER RELATIONSHIP MANAGEMENTpresentationWITHCORPORATE ANALYSISonspicejet airlines<br />
  2. 2. By:- SIDDHARTH PANDEY <br />IIPM DELHI SS-09-11<br />MOBILE:- 09999248314<br />
  3. 3. INTRODUCTION TO SPICEJET<br />BY SIDDHARTH PANDEY<br />
  4. 4. COMPANY’s aim<br /> “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.”<br />
  5. 5. COMPANY’s mission<br /> “to ensure that flying is no longer confined to CEOs and business travelers, but affordable to everyone”<br />
  6. 6. Market Share<br />
  7. 7.
  8. 8. FOR THE CUSTOMER, BY THE CUSTOMER<br />
  9. 9. CUSTOMER SERVICES<br />Personal valet at airport<br />Personal and exclusive lounges<br />Refreshments and music<br />Three course meal<br />Baggage assistance<br />Award wining web portal<br />
  10. 10. CUSTOMERS REVIEWS <br /> Survey conducted on 30 people<br />The research was divided on 4 major issues:<br /><ul><li> Service On Board
  11. 11. Airline Punctuality
  12. 12. Responds Of Air-Flight attendants
  13. 13. Overall experience</li></li></ul><li>CUSTOMER REVIEWS<br />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. <br />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<br />
  14. 14. INTERESTING CUSTOMER COMENT’S:-<br />ADEQUATELY PRICED<br />“INSIDE TEMPRATURE MORE THAN OUTSIDE”<br />“PATHETIC CANCELLATION”<br />“YOU GET WHAT YOU PAY”<br />SEAT PITCH VERY TIGHT<br />“AIRLINES FROM HELL”<br />LOVE SPICE FOR LIFE<br />“JUVENILE CHECK IN RULES”<br />“SPICELATE AIRLINES”<br />FIRST FLIGHT MADE DELIGHTFUL.<br />
  15. 15. Awards and recognitions<br />
  16. 16.
  17. 17.
  18. 18.
  19. 19. SpiceJet.com wins Best Website Award New Delhi, February 1, 2010<br />SpiceJet won this award for:-<br />Its booking portal's user friendly interface,<br />Relevant local content and transparent display of price. <br />Enabling SpiceJet consumers to make informed choices with ease.<br />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). <br />
  20. 20. MODEL OF INFLIGHT CUSTOMER EXPERIENCE<br />
  21. 21.
  22. 22. Model based on these steps:-<br />Flying experience –<br /> Airport baggage services -<br />Arrival service -<br />Cabin crew -<br />Check-in process -<br />In-Cabin Experience -<br />General approach to customers -<br />Call center experience -<br />Complaint handling -<br />
  23. 23. MARKET SURVEY<br />BY SAKET SINGH<br />
  24. 24. BASE OF QUESTIONNAIRE<br /><ul><li>Sample size -30
  25. 25. Age group – 21 and above
  26. 26. Occupation – Passengers
  27. 27. Place- IGI, domestic airport
  28. 28. Selection- Random</li></li></ul><li>OVERALL SATISFACTION OF CUSTOMERS<br />
  29. 29. OVERALL SERVICE PROVIDED BY FA<br />
  30. 30. DURATION OF BOARDING & BAGGAAGE HANDLING<br />
  31. 31. DID FLIGHT TAKE OFF AS SCHEDULED?<br />
  32. 32. QUALITY OF IN-FLIGHT MEAL<br />
  33. 33. ATTITUDE OF FLIGHT ATTENDANTS<br />
  34. 34. AVAILABILITY OF SERVICES PROVIDED BY FLIGHT ATTENDANTS<br />
  35. 35. TAVELING WITH SPICEJET IN FUTURE<br />
  36. 36. RECOMMENDATION OF SPICEJET<br />
  37. 37. OVERALL SERVICES OF SPICEJET<br />
  38. 38. CRM ANALYSIS<br />
  39. 39. SCOPE FOR IMPROVEMENTS<br />AIRLINE PUNCTUALITY<br />GREETING AT AIRPORT<br />WELCOMING OF PASSENGERS<br />SEATS<br />CALL CENTER<br />
  40. 40. KEY STRNGHTS <br />FLIGHT ATTENDANTS<br />LOW AIRFARE<br />CONNECTIVITY<br />IN FLIGHT FOOD<br />
  41. 41. Thank you for flying<br /> with us…<br />

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