“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.”
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.
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 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.
“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.
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.
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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