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How a Smiley face will help improve the customer experience in a first for an Australian airport

Alice Springs Airport will be the first airport in Australia to introduce an instant customer feedback platform through the innovative HappyOrNot technology, currently in place at over 160 airports worldwide.

By simply pressing a button ranging from very happy (dark green smiley face) to very unhappy (dark red smiley face), passengers can instantly communicate their overall level of satisfaction with the terminal, including the bathroom facilities and their security experience. Passengers are also given the opportunity to provide additional comments on specific areas. The data is then fed to a web-based collection and reporting system to chart and report back to the airport management team.

Dave Batic, General Manager Alice Springs Airport, first became aware of the technology when he attended the recent 2018 Passenger Terminal Expo held in Stockholm. “I was impressed by the customer friendly, voluntary and cost-effective way the HappyOrNot technology gives instant feedback on the customer experience. We’re genuinely keen to understand how we can improve the customer experience at Alice Springs Airport and this technology presented us with the best solution.”

“By installing this technology, the Alice Springs Airport management team are demonstrating their commitment to providing a positive experience for travellers using their terminal. The real- time alerts provided via the HappyOrNot technology allows the team to react to issues immediately, providing additional control and fast reaction time to improve service quality,” said Derek Lamb from Push My Button who have recently installed the equipment in the airport terminal. “Organisations using HappyOrNot to measure traveller satisfaction generally see an improvement in customer satisfaction of 10%.”

Airports - Weekday passenger satisfaction

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About HappyOrNot

Happy or Not was founded by Heikki Väänäen and Ville Levaniemi. The company has more than 4,000 clients in 117 countries. Its clients include Microsoft, McDonald’s, London’s Heathrow Airport, LinkedIn, On the Run and 160 airports throughout the world. HappyOrNot is considered the global leader in instant customer and employee satisfaction reporting. Companies can improve their customer experience, relationships and passenger engagement using the data collected from the terminals.


About Alice Springs Airport

Alice Springs Airport is a modern, fully-airconditioned terminal located 15 kilometres to the south of the township of Alice Springs, the main entry point and heart of Central Australia. Located between the East and West MacDonnell Ranges, Alice Springs is Australia’s most famous outback town. With a population of 27,000 it offers capital-city facilities without losing touch with its pioneering heritage and outback friendliness.

The Alice Springs Airport covers a total site of approximately 3550 hectares, which makes it the largest Australian airport in terms of land area, and has over 600,000 passengers annually.