Case Study: HK Express achieves 41% data analysis efficiency gains with Looker

Flying high on machine learning to improve crew utilization and fleet maintenance

HK Express, the Hong Kong low-cost airline, needed a better way to handle more than 10,000 monthly customer feedback surveys with a lean data science team. The manual review process was slow, error-prone, and made it difficult to turn varied survey data into timely insights for different business units. HK Express worked with Looker and Google Cloud tools including Vertex AI to improve this workflow.

Looker helped HK Express organize, analyze, and visualize feedback data so the team could categorize touchpoints, topics, and sentiment more accurately and efficiently. The solution streamlined data pipelines and reduced manual work, delivering a 41% efficiency gain in data analysis within two months, while enabling faster, more granular insights for action across the company.

HK Express

Tonny Cheng

Director of IT