London Heathrow Airport has taken on board the HappyOrNot customer satisfaction measurement service to assess and report on customer satisfaction levels at one of the world's busiest air transport hubs.
Heathrow is owned by the UK’s leading airport operator BAA. It is the world's third busiest airport and handles more international passengers than any other, making London one of the best connected hubs in Europe, and indeed in the world. The pressure to maintain high standards and surpass passenger service expectations is therefore very high.
"We needed a quick and simple method to understand our passengers' feedback on a day to day basis, allowing us to understand their perception of the security process with a voluntary process, and building a clear picture over time of changing trends in passenger feedback," explained Kevin Rendle, BAA spokesman.
The HappyOrNot customer satisfaction feedback units have been strategically positioned behind the security lanes where passengers exit the main search areas, allowing passengers to quickly offer voluntary feedback while on the move, just by pressing the feedback buttons in response to carefully devised questions.
"The reporting service ensures that ongoing feedback can be monitored over time, allowing the airport to rapidly address possible service deficiencies and further enhance passengers’ traveling experience," said Todd Theisen, HappyOrNot Global Sales Director.
Continuous feedback on airport security experiences
With the service only recently in place in one of the Terminals, Heathrow officials report that an impressive thirteen percent of passengers are consistently using the feedback units to share their opinions on their airport security experiences.
“The units have had an interesting effect on the behaviour or our security teams. Without any prompting the security staff are encouraging passengers to use the feedback units. This is hugely encouraging as it is a positive interaction between our staff and the passenger, it really enforces to passengers that their feedback is important to us,” Mr. Rendle explained.
“We expect that the service will become an integral part of measuring passenger feedback and the results will be integrated into our management system which is reviewed on a daily basis by the terminal team,” Mr. Rendle added.
Happy Or Not provides clients with an easy to use feedback input device, which collects customer responses to record their satisfaction levels. The service includes a reporting service, which ensures scheduled reporting to desired organizational units. The solution ensures that clients can develop their customer-facing services, optimally train staff and even craft relevant staff incentive programs.
