Case Study: Brussels Airport improves airport lounge customer experience with Epinion

Developing excellent customer experience in airport lounges

Brussels Airport partnered with Epinion to establish a baseline for measuring customer experience as they planned significant renovations for their airport lounges. The challenge was to gain a deep understanding of lounge visitors' needs to guide the development of an excellent customer experience and to create a benchmark for tracking future improvements.

Epinion conducted a comprehensive multi-phase study using qualitative observations and over 400 quantitative interviews. The solution provided Brussels Airport with a clear hierarchy of customer needs, a satisfaction baseline for tracking the impact of the new lounges, and three distinct customer personas to guide the innovation team.

Brussels Airport