Airports are busy, complex environments where thousands of details shape the traveler experience. Leading airports know that you can’t improve what you’re not measuring - and that’s why they’re tracking 12 key dimensions of the passenger journey. From flight check-in to restrooms to retail to security flow… every touchpoint matters.
Case study: airports in action
For example, the SEA Group (operating Milan’s Linate & Malpensa airports) worked with FeedbackNow. They deployed more than 200 devices and collected over 2 million real-time passenger votes per year. Linate’s satisfaction score rose from 68.7% to 83% due to the real-time visibility and response capability.
These real-life results show that airports that measure broadly and act quickly benefit in traveler satisfaction and operational responsiveness.
The Airports That Lead, Measure Broadly
Top global airports are already using FeedbackNow to capture real-time sentiment and operational signals across 12 dimensions, ensuring:
- Faster response
- Smoother movement
- Better traveler satisfaction
- Stronger global rankings
Traditional snapshot surveys simply don’t give you that granular, fast-moving picture.
Are You Measuring Enough to Compete?
Many airports track only a few areas - usually security wait times and restroom cleanliness. But the best-performing airports understand that experience is multi-dimensional.
Tiny gaps create big frustrations. Broad measurement closes them.
Benchmark Your Airport
FeedbackNow publishes a quarterly Global Airports Index (based on millions of live feedback votes) that helps airports compare themselves with peers around the world.
Download the latest index and see how your airport stacks up.
Travelers keep moving. Is your experience strategy keeping up?
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
