Airports

Monitor and enhance the passenger experience

In-depth feedback on unit performance that helps generate additional revenues and meet business objectives.

institutions that already use the power of Touchwork

Why it’s so effective

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.

Airports Products

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.

TxtTapScan&Tell

In-the-moment feedback

TouchandTell

Kiosk-based feedback

ShopandTell

Mystery shopping

SurveyIT

Online surveys

FixIT

Problem reporting

CheckIT

Audit and inspections

Fusion CX

Advanced dashboards & reporting

The Touchwork Platform

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.

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.

Areas of Application

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.

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Monitor and enhance the passenger experience

institutions that already use the power of Touchwork

Why it’s so effective

Airports Products

The Touchwork Platform

Areas of Application

Ready to optimize your business with better customer experiences?

Resources

Closing the CX loop: Enhancing CX for long-term business success

Gaining insights and productivity boosts by hitching AI to your feedback data

Raising service levels at London Stansted Airport to new heights

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