Case Study: Heathrow Airport improves passenger satisfaction reporting with Epinion dashboard

Dashboard reporting to ensure overview of passenger satisfaction

Heathrow Airport faced a challenge when passenger satisfaction with its Assistance Service began to decline in 2017. The airport needed a more effective way to visualize performance data to quickly identify and address areas of concern. To solve this, the airport partnered with vendor Epinion to develop a solution.

Epinion implemented a customized dashboard that provided a clear overview of performance and flagged when satisfaction levels dropped below key targets. This solution enabled Heathrow to regularly review insights and proactively identify ways to improve the passenger experience for its Assistance Service users.

Heathrow Airport