Case Study: Major European Airport achieves 90% daily passenger satisfaction with SITA FeedbackAnalyzer

A Component of the Airportpulse Portal, Providing Passenger Feedback in Real-time

Major European Airport faced low response rates and long delays from traditional surveys—passenger feedback took months to analyze, wasn’t widely shared among service providers, and couldn’t drive timely corrective actions. SITA addressed this with FeedbackAnalyzer, a component of the AirportPulse portal that captures simple, real-time passenger sentiment.

SITA installed smiley-button devices, real-time alerts, browser and mobile dashboards, reporting tools and APIs so operational teams and service providers could act instantly. The Major European Airport lifted daily green satisfaction votes from 65% to an average of 90%, achieved similar improvements at security checks, used the data to prioritize investments and renovation success, and enabled shops to benchmark and improve service.