IMPACT
Melbourne Airport has been operating now for over 50 years, connecting Victoria to the world since 1970. Melbourne Airport welcomed 34 million travellers last year and that number is expected to grow to 60 million per year by 2033.
OVERVIEW
As part of the ‘Melbourne Airport Experience’ program, THINK helped launch a reframed way of measuring the traveller experience with Melbourne Airport, combining two previously separate initiatives: Quality Service Management (QSM) and Airport Service Quality (ASQ).
To create this program, THINK conducted a 3-month pilot looking at different data capture techniques to produce a more agile and cost effective approach, reflecting the traveller experience.
The ‘Traveller Experience Program’ allows Melbourne Airport to capture traveller data on a daily basis with a weekly data dashboard highlighting where the airport needs to focus to improve the end-end domestic and international traveller experience along with quarterly detailed reporting for the ACCC to benchmark progress across terminals.
METHODOLOGY
Benchmarking; Traveller Experience Monitoring; Segmentation; Digital transformation; Quality Service Metrics, Quantitative Analysis; Intercept Interviews
