How can an airport or airline cost effectively monitor traveler attitudes and issues?
Intercept surveys are time-consuming, expensive and therefore infrequent. Management priorities and need for specific information changes constantly. Information on specific areas, vendors or stakeholders are difficult to capture. Survey efforts may be affected by changes, weather, seasonality and construction. As a result, an airport or airline’s critical traveler insight needs often go unmet.
The Solution
JD Power Passenger ViewSM is an innovative information solution that uses passenger smartphones to collect feedback for management decisions and/or service recovery. It works with your Wi-Fi system to deliver short, in-the-moment surveys to passengers who log onto airport or in-flight Wi-Fi.
Intercept surveys are time-consuming, expensive and therefore infrequent. Management priorities and need for specific information changes constantly. Information on specific areas, vendors or stakeholders are difficult to capture. Survey efforts may be affected by changes, weather, seasonality and construction. As a result, an airport or airline’s critical traveler insight needs often go unmet.
The Solution
JD Power Passenger ViewSM is an innovative information solution that uses passenger smartphones to collect feedback for management decisions and/or service recovery. It works with your Wi-Fi system to deliver short, in-the-moment surveys to passengers who log onto airport or in-flight Wi-Fi.
Product Features
Features and Benefits:
- 100% coverage of your airport or flight
- Operates 24/7/365
- Questions can be modified as needed
- Gathers specific information at specific locations (gates, concourses, etc.)
- Works with your Wi-Fi authentication process
- Ability to measure NPS, passenger satisfaction, and loyalty
- Delivers dashboard results in near real-time
- Can be combined with incentives to drive response rates
Features and Benefits:
- 100% coverage of your airport or flight
- Operates 24/7/365
- Questions can be modified as needed
- Gathers specific information at specific locations (gates, concourses, etc.)
- Works with your Wi-Fi authentication process
- Ability to measure NPS, passenger satisfaction, and loyalty
- Delivers dashboard results in near real-time
- Can be combined with incentives to drive response rates
Any Passenger Accessing Airport or In-Flight Wi-Fi
... can be a respondent. Re-direct occurs during authentication when respondent either opts into a survey or continues to the home page.
No physical equipment changes are necessary. The re-direct requires only simple scripting, no disturbance to existing software, programming or advertising.
... can be a respondent. Re-direct occurs during authentication when respondent either opts into a survey or continues to the home page.
No physical equipment changes are necessary. The re-direct requires only simple scripting, no disturbance to existing software, programming or advertising.
Results, Reporting & Readout
Passenger View gives you insight into thousands of monthly responses from travelers at your specific airport.
Passenger View subscribers receive custom quarterly reports from the JD Power Travel Intelligence team. These reports include in-depth analyses, recommendations for future survey questions and themes, expert advice on strategy and more.
Subscribers can also utilize the live on-demand dashboard of current results with key performance indicators (KPI) graphs and chart displays, or export the data for review later.
Passenger View gives you insight into thousands of monthly responses from travelers at your specific airport.
Passenger View subscribers receive custom quarterly reports from the JD Power Travel Intelligence team. These reports include in-depth analyses, recommendations for future survey questions and themes, expert advice on strategy and more.
Subscribers can also utilize the live on-demand dashboard of current results with key performance indicators (KPI) graphs and chart displays, or export the data for review later.
Flexible Survey Capabilities
Survey content can be modified as needed to fit the needs of the airport or airline to address critical questions or concerns.
Enhanced features have been added to the platform to analyze recurring themes, traveler sentiment, and more.
Survey content can be modified as needed to fit the needs of the airport or airline to address critical questions or concerns.
Enhanced features have been added to the platform to analyze recurring themes, traveler sentiment, and more.
Case Study: Signage at a Mega airport
JD Power Passenger ViewSM Case Study: 27.8K respondents and 12.2K open-ended responses in a single month
Signage rated 8.82 out of 10 (overall)
- Signage sentiment positive at 76% and negative sentiment at 18%
- Bag Claim area signs rated lowest, although this seems to be driven by baggage claim wait times rather than signage performance
- Open-ended response analysis indicates major areas of deficient signs: Rental Car Area, TSA and Gate Area
JD Power Passenger ViewSM Case Study: 27.8K respondents and 12.2K open-ended responses in a single month
Signage rated 8.82 out of 10 (overall)
- Signage sentiment positive at 76% and negative sentiment at 18%
- Bag Claim area signs rated lowest, although this seems to be driven by baggage claim wait times rather than signage performance
- Open-ended response analysis indicates major areas of deficient signs: Rental Car Area, TSA and Gate Area
Passenger View Deliverables
Deliverables Include:
- Identification of traveler priorities
- Turn-key program implementation
- Near real-time dashboard tracking and key moment heat mapping
- Custom quarterly results reports with JD Power expert analyses
Deliverables Include:
- Identification of traveler priorities
- Turn-key program implementation
- Near real-time dashboard tracking and key moment heat mapping
- Custom quarterly results reports with JD Power expert analyses
Passenger View in Action
Airports are using this innovative research technique to get to the actionable information they need to improve the traveler experience. Recently, JD Power Travel Intelligence Practice Lead, Michael Taylor, chatted with Kate Sullivan, Deputy Director of Strategic Partnerships and Liz Moselle, Assistant Director of Guest Experience of Philadelphia Airport about how PHL is using Passenger View data to make strategic, travel-centric decisions on upgrades and redesign initiatives, increase travel satisfaction, and drive non-aeronautical revenues.
Airports are using this innovative research technique to get to the actionable information they need to improve the traveler experience. Recently, JD Power Travel Intelligence Practice Lead, Michael Taylor, chatted with Kate Sullivan, Deputy Director of Strategic Partnerships and Liz Moselle, Assistant Director of Guest Experience of Philadelphia Airport about how PHL is using Passenger View data to make strategic, travel-centric decisions on upgrades and redesign initiatives, increase travel satisfaction, and drive non-aeronautical revenues.
Let's Connect!
Fill this out form to learn more about JD Power Passenger ViewSM and how your airport can start a trial today.
Fill this out form to learn more about JD Power Passenger ViewSM and how your airport can start a trial today.