Airports
Given the busy nature of airports, it’s integral that all airport operational processes run as smoothly as possible to ensure the safety of your visitors and passengers, guaranteeing a great experience, and boost revenues across retail operations. To achieve these it is critical to engage and communicate with customers, understand their likes and dislikes, identify and act on problems and listen to their needs and wants. Providing a great experience not only leads to satisfaction but also to loyalty and advocacy. Customers will spend more when in the airport and influence their friends via social media and word-of-mouth. This all helps to generate additional revenues and meet business objectives.
As an airport concession operator, you want guests to tell you first about any problems and give you the opportunity to address any issues, before posting negative reviews on Twitter, Yelp, Trip Advisor, or any other social media or blog site. To do so you need to provide a closed, simple, and quick in-the-moment feedback channel for guests to report problems and then alert designated staff immediately so they can take actions to address guest concerns and turn a poor experience into a positive outcome.
It is equally important to inspect all retail units on a regular basis to ensure they are operating in terms of contractual requirements. This can be done using a mystery shopping program or staff-based inspection process to obtain in-depth feedback about unit performance relating to staff, service, food, cleanliness, and other key factors.
Touchwork’s solutions enable airport concession operators to gain in-the-moment feedback about the guest experience, monitor how operations are performing using mystery shopping, and thereby ensure overall business success. They offer valuable real-time insight and analysis capabilities and ensure data collected is managed in the most efficient and effective way.
Our solutions are SOC 2-compliant, ensuring data is handled with the highest standards of security and confidentiality.
Touchwork’s solutions are built on the powerful and flexible cloud-based Kinetica CX platform and can be used individually or in any combination. They provide results in real-time with advanced drill down reporting and analysis capabilities. They are quick to deploy, require no on-site IT support and are optimized for use with mobile devices.
Additionally, Abda, our AI-powered Data Analyzer, processes large volumes of your feedback and audit data, transforming it into actionable insights that drive faster, data-driven decision-making.
Committed to the highest standards of security and compliance, our platform is SOC 2 Type 2 compliant, ensuring robust data privacy and protection.
Touchwork offers stand-alone subscription based solutions or bundles them into packages based on client’s needs. Our enterprise licensing model enables unlimited access to the full platform and solutions.
In-the-moment guest feedback
Regular inspections to ensure contractual compliance
In-depth monitoring using secret shoppers
Problem reporting for vending, bathrooms, and other hot spots
Health, safety, and other compliance audits
Employee feedback and surveys
Marketing and loyalty programs
Touchwork designed a tailored audit system that monitors our performance in meeting the businesses service standards requirements. We are delighted with the highly effective system they have introduced in helping to maintain good service standards for our customers.
Let’s connect for a discovery call and explore your requirements!