Newcastle Airport is one of Australia’s busiest regional air hubs. Their Business Plan includes a goal to “continually improve customer experiences”. Opinionmeter kiosks have become an important tool in achieving this goal. David Nye, the Airport’s Manager of Corporate Affairs, explains:
Problem: Before installing three Opinionmeter kiosks, paper-based customer feedback surveys were used with some 500 responses per month. Data entry was labour intensive, taking up to a week.
Solution: Switching to Opinionmeter saved at least 15 hours a month.
Benefits: Mr Nye’s team analyses the responses. Data useful to stakeholders and contractors like the airlines, security staff, cleaning and other contractors is routinely extracted and passed on. The Airport management is looking for actionable insights for its own purposes and has found many situations where that has been provided. As examples, valuable customer feedback gave early insights to the need for various facility improvements and has helped prioritise longer term capital-intensive projects.
The Airport management has been especially pleased with the ease and speed with which surveys could be created and changed, and then rapidly reported, giving a flexibility and speed they simply could not achieve with paper.
Feedback: Mr Nye concludes: “I would definitely recommend Opinionmeter to other organisations that are currently relying on other methods of collecting customer feedback. It’s a really user-friendly system and the service provided by Opinionmeter staff has been very helpful and efficient. It just makes the whole process so much easier.”
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