Brisbane Airport will roll out touch-screen, interactive customer feedback systems across the terminal to enable passengers to provide real-time feedback at various steps of their journey through the airport.
The Interactive Feedback System (IFS) has already been installed in the toilets, and will soon be added in various other locations, including at departure gates and retail areas.
As soon as passengers provide feedback, the information is fed into an online reporting tool, where the data can be downloaded for graphical analysis, therefore allowing the airport to quickly take reactive measures if necessary.
Krishan Tangri, General Manager Assets at Brisbane Airport Corporation (BAC), said: “The IFS gives us a highly visible channel to engage our customers and demonstrate that we care about their experiences. We know that our customers feel more valued when their concerns are being heard and addressed quickly.
“The IFS allows us to listen to what our customers want to tell us and immediately adjust our service to better meet their needs. It allows us to be more operationally responsive to our customers than we’ve ever been before.”
Liz Bull, Managing Director of Dr. Voxx, the company behind IFS, explained that the system helps BAC to “improve the quality of customer-facing services, reduce the cost of managing service providers, and provide customers with a highly visible engagement channel”.
Last year FTE identified instant passenger feedback systems as one of the top 10 airport trends that can help to improve the travel experience, following Singapore Changi Airport’s presentation of a similar system at the FTE Asia event.
