6 Airlines Customer Satisfaction
Just over one year ago I wrote a blog post titled “Customer Satisfaction of American Airline Companies” on Wordpress.com.32 In that post I compared Twitter sentiment of a few American airlines to the customer satisfaction scores reported by University of Michigan’s American Customer Satisfaction Survey (ACSI). I found that the correlation between Twitter sentiment and ACSI was 0.77. I did not report rank correlation but I recall that it was about the same or slightly lower.
In this chapter we will recreate this analysis.