London City Airport has installed Feedback Now consoles throughout the terminal, enabling passengers to provide real-time passenger satisfaction ratings for different aspects of their journey.
A total of 60 consoles have been fitted at 16 different locations, including check-in, information desks, security, toilets, passport control and baggage reclaim.
The easy-to-use system is voluntary and requires passengers to choose from three ’emoji’ buttons denoting differing degrees of satisfaction. The responses are captured in real time and will help airport staff to allocate resources effectively. For example, if a ‘dissatisfied’ button is pressed in the toilet three times in the space of 15 minutes, cleaning staff will receive an alert via text message and be able to respond immediately.
In due course any patterns or trends detected from the data can also be used to further improve the customer experience and the smart system may also be integrated with other metrics.
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. London City is 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.”
