May 20, 2014 - recently worked with Brisbane Airport Corporation (BAC) to ... to help BAC improve the quality of custome
MEDIA RELEASE Tuesday 20 May 2014
For immediate release
Opinion capture tool greets consumers where they have most to say BRISBANE AIRPORT IMPLEMENTS DR. VOXX INTERACTIVE CUSTOMER FEEDBACK SYSTEM Public toilets aren’t usually the place where you’d expect to be asked whether or not you’ve had a good experience but they are one that you’re likely to give a raw, honest opinion about. Innovative Australian-based consumer research company Dr. Voxx knows this better than anyone, having recently rolled out its new real-time consumer feedback systems in toilet facilities across Brisbane Airport. While Dr. Voxx’s Interactive Feedback System (IFS) is more commonly deployed to obtain actionable customer insights in places of high traffic such as hotels, retail outlets and fitness centres, the firm has recently worked with Brisbane Airport Corporation (BAC) to implement the IFS in a locale it has never been before. This unique deployment is allowing BAC to gain of-the-moment insights into customer experience at what it sees as key service points throughout the airport, enabling it to be more operationally responsive to its customers. Brisbane Airport is the third busiest airport in Australia by passenger numbers, with more than 21.8 million passengers travelling through both terminals in the year ending 2013. The IFS works by capturing customer feedback from passengers via touch-screens installed in toilet facilities across both its domestic and international terminals, where travellers are inclined to have something to say and are open to sharing their valuable thoughts. The system feeds the information back into an online reporting tool in real-time for data download and graphical analysis, where it is then converted into a powerful set of live management insights. According to Dr. Voxx Managing Director Liz Bull, toilet facilities are typically a weak point for airports, so operators are keen to incorporate a system that can help them overcome the challenges. “The IFS is designed to help BAC improve the quality of customer-facing services, reduce the cost of managing service providers, and provide customers with a highly visible engagement channel,” Ms Bull said. “By utilising a modern touchscreen, customers can quickly and easily input their feedback and tell BAC what they think of facilities as they use them. Customers love engaging in this way.” Krishan Tangri, General Manager Assets at BAC agrees. 2-
-/2 “The IFS gives us a highly visible channel to engage our customers and demonstrate that we care about their experiences,” Mr Tangri said. “We know that our customers feel more valued when their concerns are being heard and addressed quickly. “The IFS allows us to listen to what our customers want to tell us and immediately adjust our service to better meet their needs. “It allows us to be more operationally responsive to our customers than we’ve ever been before,” he said. Ms Bull says the Dr. Voxx team consulted closely with BAC management to ensure the system met their needs, in particular, programming service alert thresholds to create the most actionable insights possible. “Brisbane Airport Corporation is a great company with a passion to deliver the best service to its customers. “It has very specific Key Performance Indicators, which we used to customise the survey, alerts, and reports to ensure their very high standards are upheld. “The IFS sends alerts to BAC’s cleaning supervisors when facilities are determined to be unacceptable by customers, for example, when three or more ‘poor’ or ‘very poor’ customer responses are received in less than five minutes. “It also tracks the areas that customers most frequently complain about so BAC can take steps to resolve or improve the problems. “The IFS also helps BAC to ascertain whether its cleaning service providers have met their service level agreement by requiring cleaning staff to log in and record duties as they are completed, and time coding each entry. “This provides transparency between the provider’s SLA and the actual services they deliver. If they are contracted to clean every 75 minutes, they can be held accountable if the SLA is not met,” she said. For more information about the IFS, visit www.drvoxx.com, email
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See over for background information about Dr. Voxx, Brisbane Airport and Brisbane Airport Corporation
Background information About Dr. Voxx Dr. Voxx was founded in April 2012 to address a recognised gap in the market for real-time customer research and point-of-experience feedback. The company provides a range of customised options for businesses to tap, assess and take action on realtime consumer feedback. These include touchscreens and QR code mobile research linked to powerful, web-based monitoring and metrics systems. Dr. Voxx clients in Australia and the United Kingdom are using their innovative consumer feedback solutions to gather crucial insights on behaviour, build customer retention and loyalty, and drive business growth.
About Brisbane Airport Brisbane Airport is the third busiest airport in Australia by passenger numbers after Sydney and Melbourne, and the second busiest airport by aircraft movements. It services 26 airlines flying to 42 national and 28 international destinations. More than 21.8 million passengers travelled through the airport in the year ending 2013. Brisbane Airport's annual passenger numbers are expected to reach more than 25.6 million by 2015 and around 50 million by 2035. More than 20,000 people currently work at the airport precinct every day with this number expected to exceed 50,000 by 2029 – the size of a regional town. There are over 420 businesses servicing a diverse range of industries, within which tens of thousands are either directly or indirectly reliant on airport activity as a source of employment. Brisbane Airport is one of Australia’s fastest growing airports. Since 2006 airport development has included the expansion and refurbishment of the International Terminal, the opening of a major high-speed road system, new parking infrastructure at the Domestic Terminal and the installation of leading-edge technology and services.
About Brisbane Airport Corporation Brisbane Airport Corporation (BAC) is the operator of Brisbane Airport, the premier gateway to Queensland and the third largest airport in Australia by passenger numbers. BAC acquired Brisbane Airport from the Federal Government under a 50 year lease (with an option to renew for a further 49 years) for $1.4 billion in 1997. Since that time, BAC has assumed ultimate responsibility for the operations of Brisbane Airport including all airport infrastructure investment with no government funding. BAC is a proud, private, non-listed Queensland company, helping employ thousands of Queenslanders and creating economic opportunities for the State and city of Brisbane.
Shareholders are major Australian and international organisations and significant institutional investors. Approximately 80 per cent of BAC shareholders are Australian ‘mums and dads’ with their savings invested in superannuation and other funds. In the 2011/12 Financial Year, the airport registered a record of more than 21 million passengers through its terminals, a figure that equates to a year-on-year growth of approximately 4.6 per cent. To meet with the growing demand, BAC is funding over $2.5 billion worth of infrastructure over the next 10 years, including a new parallel runway, new multi-level car park and walkway facilities, road terminal expansions, road upgrades and a number of new commercial buildings. At the heart of our operations, BAC values building collaborative relationships, being proactive and innovative, acting with integrity and commitment, and providing service excellence. For more information, visit www.bne.com.au
