Imagine you're the PM for a major airline and you're responsible for improving customer satisfaction in baggage claim. What metrics would you define and why?

Focus on identifying specific metrics that directly impact customer satisfaction in the baggage claim process. Consider both quantitative metrics, such as average wait time for baggage retrieval and the percentage of bags delivered on time, and qualitative metrics, like customer feedback scores related to the baggage claim experience. Explain how each metric ties back to customer pain points and overall satisfaction. Additionally, think about how these metrics can be tracked and used to inform future improvements, ensuring your suggestions are actionable and data-driven.