Case Study: Heathrow Airport achieves real-time passenger feedback and improved satisfaction with HappyOrNot Smiley Terminals

Turning Daily Feedback into a Better Passenger Experience at Heathrow Airport

Heathrow Airport needed a quick, simple way to capture day-to-day passenger feedback on the fast track security process and other touchpoints so it could monitor perceptions, identify trends and exceed service expectations. To do this they partnered with HappyOrNot and deployed the Smiley Terminal to gather voluntary, on-the-move responses from passengers.

HappyOrNot installed Smiley Terminals behind security lanes, in washrooms and at arrivals and provided a reporting service for real‑time monitoring and trend analysis. The solution has collected over 22 million passenger responses to date, is reviewed daily by terminal teams, has encouraged positive staff–passenger interactions, and enabled Heathrow Airport to rapidly address service issues and improve the passenger experience.

Heathrow Airport