Modeling User Satisfaction for in-flight wifi

I’m a frequent flier. When in-flight wifi first emerged about 18 months ago on airlines like Alaska and Delta, I was in heaven. I could be productive and stay in touch with colleagues, partners and friends whilst in the air. Fast forward to present day and the experience is unreliable, slow and almost impossible to use. I often just disconnect and ignore that it’s even available.

It got me thinking, at what point does the service level of in-flight wifi drop to levels where it degrades customer satisfaction, to the point where it almost makes more sense to not offer the service in the first place. I’d love to see that model.