Case Study: Port Authority of New York and New Jersey improves traveler satisfaction and operational responsiveness with FeedbackNow

How the Port Authority of New York and New Jersey Improved Traveler Experience and Operational Responsiveness with Real‑Time Feedback

The Port Authority of New York and New Jersey sought to overcome the challenge of gathering timely traveler sentiment. Their previous methods, including in-person surveys and social media monitoring, offered limited real-time visibility, resulting in delayed service recovery and an inability for operations teams to act proactively. To address this, they turned to FeedbackNow for its real-time feedback solution.

FeedbackNow implemented a system of kiosks across the authority's facilities, making it effortless for travelers to rate their experience. This provided staff with real-time alerts and intuitive dashboards, enabling a proactive and dynamic operational response. The results for FeedbackNow were substantial, with over 43 million votes collected and a 90.1% average satisfaction rate achieved. This feedback-driven approach contributed to terminals winning major industry awards for excellence.

Port Authority of New York and New Jersey

Ray Viggiano

Manager of Aviation Customer Service Delivery