Home Resources Case study Putting Heathrow on a flight path to discovery

Putting Heathrow on a flight path to discovery

Heathrow

Tools used

  • Deck creation
  • Data repository
  • Cross tabulation
  • Infographic dashboards
  • PowerPoint batch reporting

Heathrow is Europe’s largest airport. And it collects a lot of information. It interviews 500,000 of the nearly 80 million passengers who come through its gates every year.

Analysing that much data might seem like an impossible task. But the Heathrow team found a first-class solution: a portal that builds dashboards and reports automatically. Our portal.

The challenge

Stakeholders had to wait for announcements

Check-in. Security. Baggage reclaim. Heathrow surveyed passengers about every aspect of their experience. But few employees had direct access to the data.

Most had to wait for the Heathrow insights team to release snippets in Excel and Powerpoint docs. And it was slow going. Monthly and quarterly reports took seven working days to put together. Custom reports took even longer.  

“Our vision is to give passengers the best airport service in the world. Now we get timely and flexible reports, we have the information about customer satisfaction to achieve our goals. Instead of just ‘what,’ we can discover ‘how’ and ‘why’.”

George Efkolides
Head of Passenger Experience Airport Insights, Heathrow Airport

Our solution

It was time for an upgrade

The Heathrow team wanted three things from their new VoC platform. It had to handle vast amounts of information from mixed sources. Visualise data for easy interpretation. And drill into the detail. 

We ticked off their wish-list with the Heathrow Discovery portal. You don’t have to be an expert to use it. The dashboard is filled with familiar symbols from around the airport, like the blue and white sign for Immigration.  

The results

We handed Heathrow a passport to customer satisfaction

Select a research program, and see the latest scores and metrics fill your screen. Apply filters to chart trends or sift through data for the answer to a specific question. Use tools to draw comparisons with competing airports.  

Heathrow Discovery changed things. Stakeholders went from waiting around to helping themselves. And getting automated reports almost as soon as surveys closed.

500,000

passengers
surveyed each year

300

internal stakeholders
across different departments

300

airports to benchmark
Heathrow against 

1

day to deliver the
latest results from studies

More customer stories

Case study

Closer to customers. Ahead of competitors.

Closer to customers. Ahead of competitors.  Tools used Multi-mode survey design   Real time touch-point level reporting  Issue resolution alerts  Expert feedback consultation  For AIG, getting an edge on competitors meant bridging the gap between company and customer. With Forsta in its corner, the insurance giant built a vast, powerful program that listened to  customers, and fueled the business with their feedback. The challenge One step removed […]

Read more
Closer to customers. Ahead of competitors.
Case study

Getting the balance right for KS&R

Getting the balance right  for KS&R  Tools used Surveys design  Data visualizations  Live video  Digital interviews  Text analytics  How we helped market research firm KS&R balance keeping their tailor-made approach to research with saving their people time.   The challenge Creating custom-made research despite market pressures  Making sure their research is custom-made for clients is at the heart of KS&R’s strategy. But around them, […]

Read more
Getting the balance right for KS&R
Case study

Turning satisfaction into a science

Turning satisfaction into a science  Tools used Survey design   Visual reporting  Customer satisfaction analysis  Issue resolution alerts  World-leading medical device company CareFusion wanted to up their game when it came to customer satisfaction. Forsta helped them build the Voice of Customer (VoC) program to take on the task.  The challenge Ad hoc surveys that weren’t telling the real […]

Read more
Turning satisfaction into a science

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.