Passenger Satisfaction Research at Brussels Airport
Continuously improving products, services, and operations at Brussels Airport to meet passenger demands.
The Challenge
Our client serves about 25 million passengers per year and needs to improve its products, services, and operations continuously to meet passenger demands. Therefore, they monitor passenger satisfaction at different touchpoints on a continuous basis.
Our Story
During Covid, the airport ceased all its research and as of 2021, they wanted to relaunch the previous studies again. Haystack Consulting started to measure the passenger profiles and passenger satisfaction among departing and transferring passengers. As of 2022 the arriving passengers were also put into scope. Interviewing at the airport is always a challenge, since one needs to get airside access for interviewers, plan everything in function of actual flights happening, take strikes and unforeseen conditions into account, etc.
Our Shared Success
Based on these results, our client has improved its operations and services significantly. In addition, as they were satisfied with the level of insight provided, Haystack Consulting is now a trusted partner for the airport in execution and consulting of their satisfaction program. Through our findings, we manage to continuously improve specific touchpoints at the airport.
Reach out to our expert on the matter
Related Projects
Treasure Hunt
Our game challenges teams to look further, dig deeper, and be creative.
Online beverage consumption tracker
Helping companies unveil their blind spots. A case on understanding away-from-home beverage consumption.
IKEA – Furnishing the future of single households
A study to improve housing access for vulnerable single-parent families.