Asiakas käyttää Roidun palautelaitetta Finavian lentokentällä

“Roidu’s expertise helps us collect plenty of valuable customer experience data for the future development of Helsinki Airport.”

Award-winning Helsinki Airport relies on continuous customer experience data

Finavia, the Finnish airport operator, is constantly developing its services and infrastructure at Helsinki Airport, which is ranked as one of the best airports in the world and in 2019 it received an award for the best customer experience.

Finavia’s Customer Experience Team uses Roidu feedback devices at Helsinki Airport to collect customer experience data from airport visitors. Feedback devices are situated by different airport functions, such as check-in desks, security control points and departure gates. These key functions of the airport are monitored continuously. Additionally, the agility of Roidu’s feedback solution allows customer experience managers to edit the surveys flexibly and relocate feedback devices when quick feedback is needed in a specific location or it becomes necessary to verify the functionality of new concepts.

Real-time feedback enables quick reactions to problems

The massive amount of data collected by the feedback devices provides Finavia with a comprehensive understanding about overall satisfaction along with detailed feedback from visitors. The feedback is also used to collect valuable development suggestions and ideas straight from the airport customers.

”We have been amazed at how flexible the tablet solution is. With the reliable online reporting, we can track the feedback and react swiftly. Monitoring and alerts from tablets help us keep the system fully operational at all times. We want to thank Roidu for providing innovative ideas as well as excellent customer service and support. Roidu’s expertise helps us collect plenty of valuable experience data for the future development of Helsinki Airport,” says Sini Kaikkonen, Customer Experience Champion at Finavia.