“Our aim is to be absolutely the best airport and to do that we need to understand how our passengers feel about what we do, and HappyOrNot gives us that ability.”

John Horn, Chief Operating Officer, London Southend Airport

Using Passenger Feedback To Be The Best Airport

London Southend Airport (LSA) is one the UK’s fastest-growing regional airports, with a rich history – and an exciting future. Today, they serve almost one million business and leisure passengers every year, reaching destinations across the UK and Europe.

LSA has been using the HappyOrNot Smiley Terminals throughout their airport since January 2016 to measure passenger satisfaction with all key areas of their operations, including security check, check-in, washrooms, immigration, baggage drop and reclaim, duty free, and food & beverage.

Passenger Feedback Data Supports Organizational Goal

To date, over 1.5 million passenger feedbacks have been reported to London Southend Airport. The ability to understand what the passenger experience really is has helped LSA to make changes to their processes and the way they react to their customers, creating an excellent experience and supporting LSA’s aim to be absolutely the best airport.

The HappyOrNot Smileys help LSA to:

Gain full overview of performance of all key operational areas Gain full overview of performance of all key operational areas
Understand passenger perception of the airport experience Understand passenger perception of the airport experience
Quickly adjust operations and staff procedures Quickly adjust operations and staff procedures
Focus on most needed operational improvements Focus on most needed operational improvements

Focus on Operational Improvements

The continuous feedback collected by the Smiley Terminals provides London Southend Airport with near real-time data on what’s happening in their operations and how their passengers are reacting to it.

LSA uses the data to understand and drill down to a particular time in the day when an area of their operations isn’t performing well. This enables them to focus specifically on the problematic area to uncover the cause, and adjust both the operations and the way staff deal with the situation so that the satisfaction levels improve.

“A Tremendous Asset to Us”

“Our aim is to be absolutely the best airport, and to do that we need to understand how our passengers feel about what we do, and HappyOrNot gives us that ability,” said John Horn, Chief Operating Officer at London Southend Airport.

The Best Fit for LSA’s Needs

Before the final commitment, London Southend Airport performed their due diligence by evaluating HappyOrNot against other systems, and in the end awarded HappyOrNot as the winning service of choice.

The decision was two-fold: the HappyOrNot service was robust, offering LSA the solution they wanted, and they felt confident in the company itself because HappyOrNot is reactive to its own customers’ satisfaction.

About the Customer

London Southend Airport is one the UK’s fastest-growing regional airports, with a rich history – and an exciting future. Today, London Southend Airport serves almost one million business and leisure passengers every year, reaching destinations across the UK and Europe.

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