17% of Social Conversation on Airlines is Negative
August 7, 2012 / /
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There is some interesting visualization of data here, but these results can’t be construed as representative of the airline industry or generalize the satisfaction of airline consumers. I would love to see this done on USAIR, I suspect the dissatisfaction level would be very high based on media reports. It also depends on the time of the year I suspect, i.e. travel around peak travel/holidays.
Past evidence shows that if a person is happy with a service or product they may tell one or two people. If they are unhappy they will tell many more than that.