Norwegian Airport Operator Avinor Partners With HappyOrNot to Boost Customer Experience at Security
Responsible for the management of 44 airports in Norway, Avinor has rolled out HappyOrNot’s world-famous feedback terminals to measure critical customer feedback at security checkpoints
TAMPERE & OSLO – JANUARY 2021 – HappyOrNot (www.happy-or-not.com), the leading customer experience improvement solution, relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, and London Heathrow Airport, today announces it has partnered with Avinor, the state-owned company that operates most of Norway’s airports.
HappyOrNot’s Smiley Touch touchscreen terminals will help Avinor collect substantial amounts of customer feedback at security checkpoints within eight of its biggest airports. With this in-moment, actionable customer experience feedback data, Avinor’s management and staff will be able to identify, and immediately rectify, issues that are affecting passenger satisfaction, and make improvements based on data, rather than unscientific hunches.
Avinor will be able to, through HappyOrNot’s reporting platform, consisting of an online dashboard, app and email reports, view minute-by-minute happiness breakdowns which illustrate highest and lowest satisfaction levels.
Terminals will be located at the exit of security areas, helping to gauge customer sentiment 24/7 and speed up access to actionable data, via an online dashboard, app and email reports.
Results from the first two months of operation in Oslo Airport provided evidence that instant feedback data increased engagement from team leaders in day-to-day operations. Avinor has already identified customer pain points, with the results being different to what the company had expected. For example, rather than the unhappy feedback provided by customers being related to waiting times, it was instead because of customer service, which, through staff training, is a much easier issue to resolve.
In addition, Avinor will provide front line staff with full visibility of feedback impressions via a live feed in staff lunch rooms, which will boost motivation and engagement towards improving performance. Sustained monitoring of satisfaction levels through security will also help Avinor to reinforce and strengthen the quality assurance of their security suppliers whereby specific contractual bonuses can be achieved when substantiated through feedback data results.
Educating decisions, terminals will help bolster and unify feedback operations within each airport, bridging the gap between instantaneous feedback data and seasonal questionnaires which are rolled out quarterly.
Terje Orskaug, Manager of Passenger Experience at Avinor adds: “We want our customers to enjoy the time they spend in our airports, and by utilising the feedback data collected via HappyOrNot terminals, we have a great opportunity to transform and improve the airport experience of our customers. We chose HappyOrNot because it is an internationally known supplier providing a trusted, off-the-shelf solution that delivers comprehensive data on a whole new scale. This level of contextualised insight will enable us to better understand our customers, and also cater to their changing attitudes in light of the pandemic.”
Kim Marott official HappyOrNot Partner and Director at Safeway Solutions Norge AS comments: “We are delighted that Avinor has chosen us and the HappyOrNot solution to help them achieve their goals for passenger experience. We look forward to supporting Avinor in their daily work with HappyOrNot and are confident that they will build long-lasting improvements that will have an impact on their bottom line.”
Avinor is a wholly-owned state limited company under the Norwegian Ministry of Transport and Communications and is responsible for 44 state-owned airports. Avinor has taken a leading role in reducing climate gas emissions from the aviation industry, including the development of electric aircrafts and supplying sustainable jet-biojetfuel. Avinor provides safe and efficient travels for around 50 million passengers annually, half of which travel to and from Oslo Airport.
Over 3000 employees are responsible for planning, developing and operating an efficient airport and air navigation service. Avinor is financed via airport charges and commercial sales. The air navigation services is organised as a subsidiary wholly-owned by Avinor. Avinor’s headquarters are based in Oslo.
About Safeway Solutions Norge AS
Safeway Solutions Norge AS has been an official HappyOrNot Partner for Norway since 2016. The company is supporting all HappyOrNot customers in Norway from their Head Office based at Lysaker Torg in Oslo. Safeway Solutions Norge AS is owned by the Danish company Safeway ApS, who is the HappyOrNot partner in Denmark since 2014.