nSpire IFEC

Improving the lived connectivity experience of your passengers.

It’s not about the performance.
It’s about the experience.

Passengers expect to be connected when they are in the air – and now expect the same experience in the air that they get on the ground.

But for airlines, providing that level of experience at altitude and at high speeds is challenging. In-flight connectivity experience can best be described as ‘inconsistent’ for passengers: and it varies widely across different airlines, routes, aircraft types, seasons, and service provider.

Nonetheless, not meeting these passenger expectations incurs risks to customer satisfaction, loyalty, reputation and – ultimately – the bottom line.

nSpire’s unique PED-view of the lived connectivity experience of passengers goes beyond providing performance intelligence in terms of QoS, data speed and latency. Rather, nSpire contextualizes those important metrics in terms of their experiential impact on key applications that passengers use: is YouTube buffering? Are emails stuck in the outbox? Are websites loading?

In the same context, the ‘frictionality’ of the usually simple act of joining and accessing Wi-Fi in-flight is critical: it can be a very frustrating experience especially if fees are involved.

These experiences – good and bad – are critical to understanding whether the IFC offering is adding the intended value to the brand.

nSpire’s patented CCx captures all this and more to produce an actionable, weighted measurement of the customer connectivity experience for all dimensions of passenger and flight data.

Value Areas

Boost Connectivity Uptake

Improve the connectivity experience to gain more users

Address NPS

Understand why, where and when connectivity hurts NPS

Benchmark your IFC

Use Endeavour’s CCx methodology to understand the performance of your IFC vs. market, competitors, ground cellular

Passenger Connectivity Management

nSpire can assist crew and service personnel to troubleshoot issues; surface self-help from within your app; stream-line compensation

Fleetwide Intelligence

Real-time intelligence around IFC performance and uptake from your passengers and fleet worldwide

Manage your connectivity providers

Gain visibility of the true
connectivity being served
up to your fleet and its
passengers

How It Works

The aviation industry is moving to a new level of maturity and introducing technologies which promise levels of performance only dreamed of 10 years ago.

No one can deny the technical challenges or complexity of delivering a broadband connectivity service to passengers. But no one can argue that the service offered has a reputation for inconsistency.

The first step in improving any service is to measure it empirically: per flight, passenger, route, equipment etc.

The nSpire platform does that, and more: it enables airlines to focus on the passenger connectivity experience across their fleet and across their providers and understand IFC’s impact on customer satisfaction.