Case Study: London Southend Airport achieves real-time passenger satisfaction and operational improvements with HappyOrNot

Using Passenger Feedback To Be The Best Airport

London Southend Airport, one of the UK’s fastest-growing regional airports serving almost one million passengers a year, needed a way to understand real-time passenger sentiment across key touchpoints (security, check-in, washrooms, immigration, baggage, duty free and F&B) to achieve its goal of being “absolutely the best airport.” To meet that challenge LSA deployed HappyOrNot Smiley Terminals throughout the terminal starting in January 2016.

HappyOrNot’s Smiley Terminals provided continuous, near real-time feedback—more than 1.5 million passenger responses to date—giving London Southend Airport a full overview of operational performance, the ability to drill down to problematic times, and the insight to adjust staffing and processes quickly. London Southend Airport chose HappyOrNot after evaluating alternatives because the service was robust and responsive, resulting in faster operational fixes and measurable improvements in passenger experience.

London Southend Airport

John Horn

Chief Operating Officer