Norway’s Avinor Partners With HappyOrNot To Boost Passenger Experience

HappyOrNot (www.happy-or-not.com), the leading Passenger Experience improvement solution used by over 200 of the world’s leading airports, continues to work with Avinor, Norway's state-owned company that operates the majority of the country's airports, in capturing-measuring-monitoring-and-improving Passenger Feedback.

Photo Insert: HappyOrNot’s Smiley Terminals have helped strengthen and unify feedback operations within each of Avinor’s airports, bridging the gap between instantaneous feedback data and seasonal questionnaires distributed quarterly.

The Smiley Touch touchscreen terminals from HappyOrNot are assisting Avinor in collecting significant amounts of passenger feedback at security checkpoints within eight of its largest airports.

“We chose HappyOrNot because it is an internationally known supplier providing a trusted, off-the-shelf solution that delivers comprehensive data on a whole new scale. This level of contextualized insight will enable us to better understand our customers, and also cater to their changing attitudes in light of the pandemic,” said Terje Orskaug, Manager of Passenger Experience at Avinor.

Avinor's management and staff are now able to identify and immediately correct issues affecting passenger satisfaction, as well as make improvements based on data rather than unscientific hunches, with real-time, actionable passenger insights.

Avinor will be able to view minute-by-minute happiness breakdowns illustrating highest and lowest satisfaction levels via HappyOrNot's reporting platform, which includes an online dashboard, app, and email reports.

HappyOrNot Terminals have been placed at the exits of security areas, allowing for continuous monitoring of passenger sentiment and faster access to actionable data.

In fact, the results of the first two months of deployment at Oslo Airport demonstrated that instant feedback data increased team leaders' engagement in day-to-day operations.

Avinor has already identified customer pain points, with results that differ from what the company expected. For example, rather than unhappy customer feedback being related to waiting times, it was due to customer service, which is a much easier issue to resolve through staff training.

Furthermore, Avinor has provided front-line staff with complete visibility of feedback impressions via a live feed in staff lunchrooms, which will increase motivation and engagement in the pursuit of better performance.

Sustained monitoring of satisfaction levels via security has also assisted Avinor in reinforcing and strengthening the quality assurance of their security suppliers, allowing specific contractual bonuses to be achieved when substantiated by feedback data results.

As a result, HappyOrNot’s Smiley Terminals have helped strengthen and unify feedback operations within each of Avinor’s airports, bridging the gap between instantaneous feedback data and seasonal questionnaires distributed quarterly.

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