Tatvam helps Leading Airports Monitor Passenger Sentiment around COVID-19 Response

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Leading airports like Hartsfield-Jackson Atlanta International Airport are leveraging Tatvam to collect, analyze and measure passenger comments and sentiment around topics like COVID-19, wearing facemasks, social distancing and more.

Tatvam, an industry leading feedback analytics software, is providing detailed insights and metrics to some of the world’s leading airports regarding how passengers feel about their airport experience while traveling with COVID-19 precautions in place.

The customer experience staff at Hartsfield-Jackson Atlanta International Airport are leveraging this functionality to gain a complete view of passenger commentary across both physical surveys and online social media and reviews in a single environment.  This helps them measure total passenger sentiment around topics like COVID-19 and the safety precautions that the airport has put in place, so they can ensure they are putting their passengers first when identifying actions and changes to the airport experience.

“Not only does Tatvam allow us to effectively operate in the physical marketplace, it enhances the voice of our customer program by enabling us to understand the digital marketplace. We can therefore merge both.”said Steve Mayers, Airport Director – Customer Experience, ADA and Title VI Coordinator at City of Atlanta.

Customer experience leaders at some of the world’s most prominent airports are currently leveraging Tatvam to:

  • Instantly access comments from passengers across social media, online reviews and surveys that mention COVID-19 or other related terms.
  • Measure passenger sentiment around COVID-19 restrictions and the airport experience.
  • Receive real-time alerts when COVID-19 (or related terms) and the airport are mentioned in the same post on social media.

“With the presence of COVID-19, passengers in airports are growing increasingly concerned about their health, and places like Hartsfield-Jackson are responding in kind with great actions and responses to ensure the safety of their passengers.  Tatvam is helping them measure the impact of those efforts, by making it easy to measure passenger sentiment around their response” said Tim Canada, VP at NetServ Applications, the parent company of the Tatvam Analytics solution.

About Tatvam:

Tatvam is a Voice of the Customer (VoC) solution that uses AI, Machine Learning and Sentiment Analysis to consistently collect and analyze qualitative customer comments that a business receives from sources like social media, online reviews, internal surveys, support emails, and more.  Tatvam converts all this data into high-value business insights that are used to measure and improve customer experience (CX).

This helps staff spend less time sorting through and reacting to customer comments, and more time being proactive about measuring and improving the customer experience.

Tatvam is currently used by a number of high-profile CX focused companies around the country, including; Georgia Aquarium, Hartsfield-Jackson Atlanta International Airport, Herschend Family Entertainment, Turner Sports, and many more.

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