London City Airport uses emoji customer feedback
At London City Airport (LCY), passengers can now provide "smart" feedback, which is received by the airport without delay. The ratings are used directly and immediately integrated into service optimization. From customer information to the cleanliness of the toilets, travelers can rate every aspect of LCY.
LCY has introduced Feedback Now consoles (see picture) and posted them throughout the airport. These allow passengers to express their satisfaction regarding various services. This voluntary feedback is based on three "emoji" buttons that represent different levels of satisfaction. Passenger ratings are recorded and shared in real time, helping the airport team to allocate resources effectively.
Melanie Burnley, Director of Customer Experience at LCY, says: "At London City Airport we are registering record breaking numbers of passengers. The real-time Feedback Now system helps our team focus their efforts correctly to realize the best possible customer service. At most other airports, feedbacks arrive with a 24-hour delay. We are the first UK airport to receive this feedback in real time. This means we can now use this technology to respond quickly and ensure a great customer experience, efficient check-in and fast security screening."
Terminal management creates overview
The innovative system is very valuable for terminal managers who oversee daily operations at the airport. Real-time feedback allows them to identify which areas of the airport are overloaded and where additional resources are needed. For example, the cleaning team receives an alert via SMS as soon as the "Dissatisfied" button at a location is pressed three times within 15 minutes, and can immediately respond in a targeted manner.
Furthermore, patterns or trends identified thanks to the data obtained can also be used to improve the customer experience. The system can also be merged with other data.
More information about this is available at www.londoncityairport.com retrievable
