China Aviation Information Co., Ltd. - User Satisfaction Study
Company overview
China Aviation Information Group Co., Ltd. (hereinafter referred to as "CAI") was officially established in October 2002 and is a central enterprise directly managed by the State-owned Assets Supervision and Administration Commission of the State Council. Specializing in providing information technology solutions for the aviation and tourism industries, CAI traces its origins to the China Civil Aviation Computer Information Center, with over 30 years of industry experience. It serves as the core technical support unit for China's civil aviation information systems. CAI holds leading technological capabilities and service systems in areas such as airline ticketing, flight operations management, passenger services, and e-commerce platforms, and plays a key role in the digital transformation of the national civil aviation sector.
Research background
In the context of continuous technological updates in aviation transportation information systems, customers are demanding higher performance, functionality, and service standards. To continuously enhance product competitiveness and customer satisfaction, Guangzhou Civil Aviation Information Technology Co., Ltd. (a subsidiary of CAI) plans to conduct a systematic user research to comprehensively understand the actual usage experiences, satisfaction levels, and improvement needs of current clients regarding aviation technology service products. This will help identify potential issues and optimize product design and service models. The research findings will serve as a key reference for future product iteration and service enhancement.
Research scope
In November 2015, CEIDEA Research was commissioned by Guangzhou Civil Aviation Information Technology Co., Ltd. to conduct a user satisfaction study on its aviation technology service-related products. The study employed telephone interviews, targeting product managers and end-users from key client units. Through a structured questionnaire, the evaluation of users' satisfaction across dimensions such as product quality, functional completeness, operational convenience, stability, customer support response efficiency, and after-sales service was collected. Additionally, users' encountered issues, improvement suggestions, and functional requirements during actual use were gathered to comprehensively reflect the current strengths and weaknesses of the product and service offerings.
Expected outcomes
Through this study, Guangzhou Civil Aviation Information Technology Co., Ltd. will gain a systematic understanding of the current user base's evaluations and improvement suggestions regarding technology products and services, clearly identifying key customer concerns and improvement directions. The research results will provide quantitative data support for subsequent product optimization, service process redesign, and customer relationship management, helping the company continuously improve its technical service capabilities, strengthen user retention, and expand its industry influence.
Scan to add our research consultant