Helsinki Airport trials real-time bathroom feedback system

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Helsinki Airport is trialling a real-time feedback system in 19 of its bathrooms that issues an alarm about an untidy bathroom.

Bathroom users can give the system positive or negative feedback about the cleanliness of the space. Negative feedback can be made specific, for instance, by noting that the floor is dirty or there is no toilet paper. When the system receives several complaints within a short amount of time, it sends an automatic cleaning alert to the airport’s cleaner.

The technology also counts the number of visitors to bathrooms. This means Finavia can access information about the usage rates of the premises and define the cleaning routines to cater to the demand.

Juhana Arkio, development manager at Finavia, said, “Finavia wants to be a pioneer in collecting customer feedback and using it in building a better customer experience. This type of real-time customer feedback system is rare on a global scale.”

The aim of the project is to create a digital and modern customer experience. Bathrooms were selected as a development target due to their challenging nature and, according to customer satisfaction surveys, the cleanliness of Helsinki Airport’s terminals is at a good level, but challenges are brought on by surprising cleaning needs and reacting to them quickly.

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Kirstie joined the team in early 2017 and brings writing, communications and client experience with her. Now an assistant editor, she produces content for our magazines and websites. Away from the office, you will find her blogging on her lifestyle website or searching the internet for photos of sausage dogs.

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