Case Study: Heathrow achieves faster customer insight and automated reporting with Forsta Discovery

Putting Heathrow on a flight path to discovery

Heathrow, Europe’s largest airport, needed a faster way to make sense of passenger feedback collected from hundreds of thousands of surveys each year. Working with Forsta, it moved away from slow Excel and PowerPoint reporting that left many stakeholders waiting days for updates and limited their ability to explore the data themselves.

Forsta implemented the Heathrow Discovery portal, a VoC platform with dashboards, cross tabulation, infographic reporting, and automated PowerPoint batch reporting that could handle large volumes of mixed data and support easy drill-down analysis. The result was timely self-service access for around 300 internal stakeholders, benchmarking against 300 airports, and delivery of the latest results in just one day instead of a week.

Heathrow

George Efkolides

Head of Passenger Experience Airport Insights