Case Study: Melbourne Airport achieves real-time customer experience improvements with Survey Analytics

Improving Customer Experience in Real Time.

Melbourne Airport, Australia’s second-busiest airport serving 27.7 million passengers, needed faster, more actionable insights to improve customer satisfaction across touchpoints like kerbside, security, baggage claim and facilities. The research team’s challenge was to move from slower, paper-based surveys to a real-time approach that would let them identify and respond to issues quickly.

Using Survey Analytics with an iPad interface, the airport ran real-time surveys that delivered over 1,000 responses in two rounds, increased passenger engagement, and eliminated paper processing—cutting research costs by about 10%. The instant results enabled immediate operational fixes (for example, resupplying a problematic service area during the busiest quarter), improved customer satisfaction, and led to broader adoption of the solution across airport teams.

Melbourne Airport

Abigail Laqui

Market Research Coordinator, The Melbourne Airport