Often we are invited to review something: an app in your phone’s store, or a service, or a restaurant. And we use these ratings to base our decisions. Due to “insensitivity to prior probability of outcomes”, as Amos Tversky and Daniel Kahneman name it in their famous article, one might expect that actual review scores are spread all over the evaluations scale. However, this is not necessarily the case.

Picture this: you take an Uber ride. After the service, you are asked to review the service with a rating scale of 1 to 5 stars.

Two questions for you:

  1. What…

I have been working in Customer Support departments for over 11 years. One important point of attention in these roles is how technical support and engineering teams can interact to build a successful design with excellent operational characteristics.

Customer Support experts deal with design derived issues — such as availability, reliability and costs. They have experience of dealing with clients requests and operational matters. They also understand customer requirements. How valuable is this experience when designing a new product?

In this article, let’s review Customer Support expert skills and responsibilities, and how they participate in successful development. …

There is plenty of online resources to download and get data. As an analytic person with a passion for data analysis, I am always looking for relevant, publicly available data and explore it for interesting information. One reliable (and official) source of aviation data is Civil Aviation Authorities.

(A warning: I chose aviation data because it is something I can understand and get inferences. Data professionals can manipulate any kind of data, but not automatically understand what’s behind it or transform it into useful insights).

The Brazilian Civil Aviation Authority (ANAC) manages and publishes sets of databases with sets of…

Thiago Santana

I am a data driven Customer Service professional with an aerospace industry background. Always looking for win-win situations and effective communication.

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