DFW launched HappyOrNot service in December of 2014 to get daily feedback from, and learn the experiences of, the millions of customers passing through the airport, with the goal to elevate and improve the overall experience.
DFW monitors service performance at the main areas of their airport: baggage claims, passport control, and security screenings, asking passengers to rate their experience in each area.
Daily, weekly, and monthly result reports are monitored by the airport team to track service performance and monitor trends.
Easy to Give and Receive High Volumes of Feedback
Smiley Terminal have made both giving and analyzing feedback easier and more impactful.
With Smiley Terminals, DFW are able to collect an average of 25,000 passenger feedbacks collected each month and as high as 45,000 during peak travel months. HappyOrNot has helped DFW reliably track and monitor service performance and proven to be an efficient and easy-to-use feedback solution for any high footfall facility.
“Easy-to-use Reports Help us to Meet Customer Needs Better”
“HappyOrNot has provided DFW with a unique opportunity to accurately gauge how our 64 million customers view our facilities on a daily basis,” says Ricky Griffin, Customer Relations Coordinator responsible for DFW’s customer experience.
“The reports are user friendly and easy to understand, and the generated customer feedback reports from these kiosks have allowed our team to modify the amenities offered to better fit the needs our customer.”