Managing Third-party Suppliers’ Performance
Dublin Airport uses HappyOrNot data to ensure its third-party suppliers maintain high-quality service performance.
“We use that information to inform not just our operations team, but our partners that we work with, including US pre-clearance, which is a very important area to Dublin Airport,” says Seeley.
Dublin Airport devised a daily scorecard using a point system. The analytics are shared with its suppliers daily, weekly, monthly, and quarterly. This way Dublin Airport operations teams, contract cleaners, US pre-clearance staff, and TSA contractors are all working together to provide the best possible experience for customers.
Dublin Airport outsources its lounge operations to a third party. Smiley Touches are used at this point of experience to collect open feedback, monitor passenger satisfaction, make quick improvements, and motivate staff.
“HappyOrNot helps us pinpoint if something went wrong, so we can go and investigate it with our service provider,” says Dublin Airport Travel Services Project Officer, Amy Pyne. “We take one unhappy customer seriously and take immediate steps to remedy. It’s a great tool for us to pinpoint exactly where customers are having good or bad experiences in the lounges.”