Case Study: Heathrow achieves a 360-degree stakeholder sentiment view with Onclusive

Heathrow Forming a consistent 360-degree view of sentiment across diverse stakeholder groups to track performance and manage relationships

Heathrow, Europe’s busiest airport, needed a better way to understand and compare the views of its many stakeholder groups, including MPs, local communities, international partners, and passengers. To tackle this challenge, Heathrow worked with Onclusive to create a more consistent 360-degree view of stakeholder sentiment that could inform communications strategy and provide a single, actionable reputation metric for executive decision-making.

Onclusive identified the key stakeholder groups, combined Heathrow’s existing data with public sources, and harmonized survey, social, and media inputs using human analysis and sentiment scoring. The result was a quarterly report showing sentiment and audience magnitude over time, the drivers behind changes, and an overall reputation score for Heathrow, giving the team clearer insight to refine communications and better support business decisions.

Heathrow

Andrew Mitchell

Head of Strategic Communications and Policy