Success metrics for an airline's arrival baggage experience

You are the product manager at a large airline, and your job is to make passengers happier with baggage claim. Which metrics would you define, and why? ```hint Follow one bag Trace a checked bag and its owner from the moment the aircraft reaches the gate until the bag is in hand, or reported missing and eventually returned. Each point where the experience can go wrong suggests something to measure. ``` ### Clarifying Questions - Does baggage claim cover only the wait at the carousel, or also bags that arrive late, damaged or not at all, and how those cases are resolved? - Does the airline run ground handling at every airport, or do contractors and airport operators run the carousels at some stations? - Should the metrics measure satisfaction directly, through surveys, or the operational causes we believe drive it? - Which travelers matter most: connecting passengers, frequent flyers with priority tags, or everyone who checks a bag? ### What a Strong Answer Covers - A definition of success for baggage claim tied to what the airline cares about, such as loyalty, complaints and the cost of mishandled bags - The arriving traveler's journey, including the delayed, damaged and lost-bag paths, and where it breaks - One primary metric plus supporting metrics, each with a clear reason it links to satisfaction - Guardrails and tensions, such as speed versus damage or ground-staff cost, and how a target could be gamed - How the data would be collected and segmented (scans, surveys, claims) and the limits of each source ### Follow-up Questions - Satisfaction with baggage claim fell at one hub while delivery times there stayed flat. How do you investigate? - If you could ship one product change to this experience, which would it be, and how would your metrics show whether it worked? - How would you stop ground crews from gaming a target based on when the first bag reaches the belt?