Case Study: Linate Airport boosts passenger satisfaction with FeedbackNow

How Linate Airport Boosted Passenger Satisfaction by 14 Points

Linate Airport, managed by SEA Group, faced a challenge in improving passenger satisfaction. The airport relied on outdated survey methods that lacked real-time responsiveness, making it difficult for frontline teams to address issues as they occurred. They partnered with FeedbackNow to gain faster, more dynamic insights.

FeedbackNow implemented over 200 devices, including Touchless SmileyBox units, to capture over two million real-time passenger votes annually. This solution provided instant alerts and dashboards that enabled rapid response from teams. As a result, Linate Airport’s satisfaction score rose by over 14 points to 83%, and it was named Europe’s Best Airport for its size in 2023. FeedbackNow's platform was instrumental in driving both immediate operational fixes and long-term strategic decisions.

Linate Airport

Delphine Hornez

CRM Manager