Businessman at airport looking at airplane taking off

PASSENGER EXPERIENCE

TUI

Discovering what makes passengers smile.

 

 

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“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!”

9,526
Overall responses
4
ViewPoint Pulse Devices
12
weeks
193
responses an hour

USING PASSENGER FEEDBACK

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RESEARCH SOLUTIONS

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.

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MAKE DECISIONS

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.

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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."

FULL SOLUTION

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Passengers were able to access the feedback machines as they traveled through the airport.
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Dashboard
Results are instantly uploaded to the online dashboard. Live Alerts report any issues in real time.
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Analyse
The TUI team were able to see how results change whilst they test different service processes.
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DECISIONS
TUI evidence that roaming representatives at check outs has biggest impact on overall passenger satisfaction.
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Our approach

Capture, Analyse, Improve – smart and seamless solutions from feedback capture right through to service improvement. We’re your one stop feedback shop.
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1. Capture
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2. Analyse
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3. Improve

Why choose us ?

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.

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IT'S EFFORTLESS
Giving the project teams the time to focus on the results rather than the process of collecting feedback.
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EASY TO USE
It was simple to train TUI staff to use and maintain the devices which meant everyone got on board with using the devices.
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EASY INSTALLATION
Using battery packs meant devices could be placed wherever they were needed, whenever they were needed.

Want to get more feedback?

let's talk
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Contact with us

  • TEL: +44 24 7660 8830

    Fax: +44 24 7660 8831

    Email: info@crtviewpoint.coM

    CRT ViewPoint, Orchard Court 2, Binley Business Park, Harry Weston Road, Coventry, CV3 2TQ

    Company registered in England
    Number: 04156846