Case Study: Changi Airport achieves faster, higher-quality customer insights with Vision Critical

With Changi Insiders, Changi Airport engages their customers in a two-way dialogue to improve airport experiences and journeys

Changi Airport, a global leader in customer-centric travel experiences, wanted to deepen relationships with passengers and shoppers while continuously improving its “Personalised, Stress-Free and Positively Surprising” journey. To do this, Changi Airport used Vision Critical’s Changi Insiders community to gather fast, high-quality feedback from travelers on topics like wayfinding signage and security guidelines.

Vision Critical helped Changi Airport test concepts and generate insights from a large group of passengers within days, supporting better airport decision-making across multiple touchpoints. The program reached 4,600 members in the first six months, averaged a 40% response rate, and saved $100K in research costs over six months.

Changi Airport

Jeffrey Loke

Vice President of Pricing and Commercial Strategy