How customer feedback analysis helps improve the passenger experience at airports

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Airports are a lot more than just runways and airplanes. 

The FAA disclosed that the United States sees 16 million flights every year with about 2,789,971 passengers flying in and out of the country every single day.

Today, each of these passengers has a plethora of options to choose from; right from fares and airlines to restaurants and lounges. Too many factors can affect a customer’s decision to frequent an airport, and if you aren’t listening to what your passengers are saying, you could be missing out on a lot of non-aeronautical revenue.

The various establishments of an airport, like agencies, concessionaires, parking facilities, lounges, retailers, etc., receive an enormous amount of airport customer reviews from numerous channels each day. This feedback is the key to realizing an airport’s full non-aeronautical revenue potential.

How do you collect customer feedback?

You’re in the 21st century. Before you write a complaint letter about the airport customer service, you will likely post on social media and/or fire off a tweet. And so, will thousands of others.

This generates the need for some serious customer feedback management. That means monitoring, collecting, and analyzing the abundance of airport customer reviews and comments on social media, online review pages, and other digital channels.

Once you have a tool decently capable of detecting this data and then monitoring it, you will be able to truly analyze and manage what people say about your airport.

Analyzing customer feedback to improve airport customer experience

To improve airport customer experiences, one needs to access to real-time feedback on what the customers are thinking. This has been difficult in the past, but not anymore.

  • It is now possible to know an airport’s standing in real-time thanks to the internet.
  • It is now possible to collate the feedback of millions of people online, thanks to Feedback Analysis Tools.

These are tools that can collect, sort, and analyze multi-source feedback from one dashboard. So, people leaving comments all over the web? No problem. Social Media Mentions Tracking tools, Sentiment Analysis tools, etc., can collect, monitor and analyze all of this data, continuously. 

This is achieved through Artificial Intelligence (A.I.) and Machine Learning (M.L.) technology which helps provide actionable insights for an improved customer’s airport experience, and an airport’s return on investment (ROI).

How can airports leverage customer feedback & increase ROI?

Passengers are generating a lot of information all the time through a lot of customer feedback channels.  With the right technology, you can leverage this information and capture the Voice of the Customer to help illustrate what actions you should be taking to improve the experience for your passengers.  As you are able to properly measure and improve your passenger experience, it has been proven that you will also increase your non-aeronautical revenue.

Tatvam gives you the tools to do this and allows you to properly measure your passenger experience with a comprehensive set of features and abilities, such as:

  • Seamless viewing of all customer feedback in one place
  • Automation of insightful daily reports across the organization
  • Instant filtering of comments by topic via customizable dashboards
  • Alerting staff in real-time when sensitive topics are mentioned on social media
  • Measuring customer sentiments of every specific aspect of the total airport experience
  • Making data-supported decisions on the airport’s customer experience variables; you can now understand what they think about the airport amenities like water fountains, free lounge areas, concessionaires, restrooms, retailers, etc.

To boost ROI, one needs to know the factors affecting an airport’s non-aeronautical revenue. Once the feedback is leveraged, the management will have a strong footing to act on the data. 

But don’t just take our word for it, it’s been done.

How Tatvam helped the world’s busiest airport improve its customer experience

In a determined partnership, the Hartsfield-Jackson Atlanta International Airport witnessed first-hand the power of Tatvam’s Feedback Analysis tools

We welcome you to read the full study here.

Before you take off

With 503 out of 5092 public airports serving commercial airliners, our country sees airport foot traffic to the tune of millions every year. The world’s busiest airport, Hartsfield-Jackson Atlanta International alone serves 107 million people each year.

And this figure is only set to increase. The IATA expects North America alone to carry a total of 1.4 billion passengers by 2037!

With such figures, it only gets urgent for American airports to adopt customer feedback management tools that can keep them ‘in the know’. The whole world is talking, and it’s time you hear them. See how we can help you get there. 

Have a goodflight!

Tim Canada

VP of Sales and Marketing at Netserv Applications Inc.
Tim works as the VP of Sales and Marketing at NetServ Applications and oversees the development and client relationships for NetServs’ proprietary product Tatvam.Tatvam is a Customer Feedback Analytics product that leverages technologies like Machine Learning and AI to help companies monitor and improve their customer experience.Tim both manages the product log and the development teams to ensure they are consistently innovating and delivering a true value-add product, as well as continuously works with Tatvam customers to help them improve their data strategies and customer experiences.
Tim Canada