Case Study: Changi Airport achieves stronger social engagement and faster customer service with Unmetric

Changi Airport - Customer Case Study

Singapore Changi Airport, an award‑winning global travel hub and popular attraction, faced the challenge of turning vast, multi‑network social data into actionable insights. The social team needed to prioritize meaningful engagement over vanity metrics, benchmark performance against other airports, improve Twitter customer service response times, and find creative content inspiration to better engage travelers worldwide.

Since 2014 Changi has used Unmetric to simplify analytics, benchmark engagement and Average Reply Time, and monitor other airports, airlines and local brands for content ideas. The result is a clearer content strategy and stronger social performance — Changi retains the highest Facebook and Instagram followings among airports, has improved customer‑service responsiveness, and drives higher engagement from both travelers and non‑travelers.

Changi Airport