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About the Project

A regional Canadian airline contracted Pivotal Research Inc. to conduct a stakeholder research study to gather insights from customers and residents of northern Canada to develop strategies to improve services and communications.

The airline required information about flight frequency and destination, airline preferences, factors that impact choice of airline, consumer satisfaction, knowledge about airline services, consumer preference for receiving information, and demographics.

Research data were collected in three ways:

1) an online survey of people in the airline’s email database,
2) a paper survey completed by passengers in-flight, and
3) a paper survey of residents in selected northern communities.

More than 3,200 customers and community members responded to the surveys.