We are now in the holiday season! If you are travelling through one of BAA's UK airports, you may be asked some questions about customer satisfaction.
The work of BAA (British Airport Authority) touches almost every area of airport life in the UK, from day-to-day security, retail strategy and passenger care, ensuring the safe departure and arrival of more than 10 million passengers and 100,000 flights in a typical month. BAA have now introduced the Casio IT-600 for customer satisfaction surveys across all seven of its UK airports. A team of 130 interviewers question travellers, who are randomly selected, about their airport experience.
Each survey takes about eight minutes to complete, with more than 100,000 surveys being completed in 2008 alone. Introducing the IT-600 with its large 3.7 inch colour TFT touch-screen and wireless LAN connectivity has made the whole process much faster. Sarah Kemp, Project Manager explains that the IT-600 battery life is excellent, giving in excess of 16 hours use, plenty for more than one work shift. Synchronisation at the end of each shift is very straightforward, and data entry is easy for the user.
The IT-600 was selected for its sleek ergonomics, ease of use and interviewer preference having considered a number of devices early on in the project. The device software was developed by Merlin who also designed the passenger survey and method for answering each question. BAA will continue to move over from their more traditional paper surveys as the IT-600 roll-out continues.