Case Study: Melbourne Airport achieves real-time customer experience improvements and 10% research cost savings with QuestionPro

Melbourne Airport Uses Surveyanalytics Mobile App to Gain Insight on Customer Experience

Melbourne Airport, Australia’s primary single‑terminal airport serving about 27.7 million passengers, needed faster insight into passenger experiences across touchpoints like kerbside, check‑in, security, baggage and facilities. Although the research team had long used surveys, they wanted real‑time results to respond quickly to emerging issues and improve customer satisfaction.

The airport deployed Survey Analytics on iPads to collect live feedback. After two rounds they exceeded quarterly quotas with over 1,000 respondents, saw higher engagement from passengers, cut research printing and processing costs by roughly 10%, and enacted immediate operational fixes—most notably resupplying a key service area during the peak quarter—which improved customer satisfaction and led to broader rollout across departments.

Melbourne Airport

Abigail Laqui

Market Research Coordinator