London City Airport implements real-time customer feedback system
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Passengers can now provide live ‘smart’ feedback on their London City Airport experience – from the quality of customer information to cleanliness of toilets – which airport staff will use to improve passenger journeys.
The airport has introduced Feedback Now consoles throughout the terminal which allow customers to rate their satisfaction for different aspects of their journey.
The easy-to-use system is voluntary and requires passengers to choose from 3 ‘emoji’ buttons denoting differing degrees of satisfaction. The responses are captured in real-time and will help airport staff to allocate resources effectively.
In total, 60 consoles have been installed in 16 locations across the airport, visible at key stages of the passenger’s journey, including check-in and information desks, security search, toilets, passport control and baggage reclaim.
Melanie Burnley, director of Customer Experience at London City Airport, said: “As we continue to welcome record-breaking numbers of passengers through London City Airport, the real-time Feedback Now system will help our terminal team focus their efforts in the right places at the right time to give the best customer service possible.
“Whereas other airports have customer feedback systems, most of these have a 24 hour delay. We are the first UK airport to receive the data as-it-happens, meaning we can use the technology to respond quickly and ensure the great customer experience, efficient check-in and arrival, and speedy security is maintained.”
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