“ViewPoint provided us with the perfect solution for our needs, providing feedback exactly when and where we need it. From installation, collecting feedback and using the feedback we gained, it really was effortless for us - it really does do what it says on the tin!”
ViewPoint feedback devices were employed at check-in and bag drop areas, whilst new operational services were trialed.
During this time TUI was able to collect focused feedback on the impact of these changes, without influence by other factors at the airport.
It was through monitoring their own online dashboard that they were able to see, and evidence, exactly what passengers value.
Armed with this data, the project team were able to present their findings and obtain approval to roll out the passenger experience improvement plan.
Susanne Kennedy, Project Manager for TUI comments
“At TUI we believe the holiday experience starts at the airport, and it is important that we make the experience the best it can be.
We were trialing various solutions to improve the experience and used feedback to discover which solution has most value to our passengers."
TUI’s online dashboard put all the feedback information at their fingertips, in near real time.
This meant they were able to react quickly to changes in opinion.
Being able to filter down in to the results was of particular delight, to show, for example the last 24 hours or to use the time stamped results to monitor changes dependent on flight times.
When ready, the team were able to present findings to the wider business to evidence their trial outcomes.