Time to fly!
Airports use HappyOrNot to better understand the passenger journey and to improve operational processes quickly. They initially placed a limited number of terminals and placed them at check-in, the toilets, security, retail and boarding gates. Now there are hundreds of Smiley terminals and Touches at different airports spread over every point of the passenger journey.
Upgrading Insights to Real Time
Previously, airports relied on surveys to understand the passenger experience, but they were thought to be too expensive, the number of participants too low, and it took too long to compile the data.
“The surveys are really good for medium and long-term planning, but faster results are needed for daily airport operations.”
Happy passengers drive growth at the airport
By using HappyOrNot since 2013, for example, Dublin Airport has collected more than 16 million feedback responses so far and has grown by 45% over the past five years. Dublin Airport incorporates HappyOrNot data in its daily improvement meetings, uses real-time reporting to measure the performance of their facilities and plans strategic improvements based on customer insights.
Managing external supplier performance
Airports use HappyOrNot data to ensure that its external suppliers maintain high service performance. Airports developed a daily score card with a point system. The analyzes are shared with its suppliers on a daily, weekly, monthly and quarterly basis. In this way, the operational teams of airports, cleaners and customs staff all work together to provide the best possible experience for customers.
Airports outsource its lounge activities to a third party. Smiley Touches are used at this point to collect open feedback, monitor passenger satisfaction, make rapid improvements and motivate staff.
"The surveys are really good for medium and long-term planning, but faster results are needed for daily airport operations."
Trust through large volumes
“We have immediate access to immediately take corrective action where necessary and we can see how improvements are received by passengers. We trust this data because of the large number of answers we have, not only on a daily basis, but also on an hourly basis. It is simple information and that consistency over time has helped us a lot to understand that journey. “
Airports also use these real-time analyzes to qualify data from its surveys and NET Promoter Scores. With real-time feedback from passengers, Airports are becoming more familiar with the overall passenger journey and are better equipped to give priority to improvement actions.
“The biggest advantage is to get an impression of how your passengers feel when they move through the facility. And it adds that human touch. ” says Jennifer Dandy, Manager Performance Improvement Manager at Dublin Airport.
HappyOrNot complements robust data
systems Integrate airports with HappyOrNot data in its own KPI platform and use it in combination with other operational data. In this way, it gains a deeper insight into passenger responses and sees a holistic view of the overall airport experience.
These scores are included in a monthly operation report that is discussed internally by senior management. In the report, they highlight areas that have been improved and outline the action plans to improve lower scores.
After using HappyOrNot for a longer period / a few years, you can now view the data year after year to follow changes with passenger happiness.
“The biggest advantage is to get an impression of how your passengers feel when they move through the facility. And it adds that human touch. "
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