Case Study: Dubai Airports achieves real-time passenger insights and improved customer experience with QuestionPro

Dubai Airports conducts online studies using QuestionPro to gather data for improving customer experience

Dubai Airports, which operates Dubai International (DXB) and Dubai World Central (DWC), needed a more agile way to measure and improve passenger experience as volumes and operational complexity grew. The main challenges were collecting high-quality, real-time customer data across the terminals, deploying feedback points (kiosks) in strategic locations, and turning insights into faster operational decisions.

QuestionPro CX (software and consulting) provided integrated survey templates, kiosk-triggered feedback, centralized data and real-time analytics. As a result, user engagement rose 2–3×, most CX metrics improved, customer loyalty increased, and Dubai Airports gained the ability to test innovations and make faster, data-driven operational improvements.

Dubai Airports