Newcastle Airport rolls out interactive customer feedback system in a NSW airport first

Newcastle Airport rolls out interactive customer feedback system in a NSW airport first

Newcastle Airport has installed a new customer feedback tool as a part of its on-going commitment to delivering quality passenger and terminal experiences.

This is the first NSW airport deployment of the interactive feedback system (IFS) designed by consumer research company Dr. Voxx. The system is also present at Brisbane International and Domestic Airports.

Easy-to-use, modern touchscreens are available at 13 different locations throughout the terminal such as check-in, security clearance and retail areas where travellers are inclined to have something to say and are open to sharing their valuable thoughts.

Newcastle Airport Executive Manager Corporate Affairs, Hannah Jamieson said the new customer feedback system will provide a highly visible channel to engage with the 1.28 million passengers who pass through the airport every year.

“Our customers and their experiences are at the forefront of every business decision we make. Passenger feedback is vital in delivering the Airport the region deserves,” Hannah said.

“This new system allows us to listen to our passengers and use this information to help shape our services and facilities to best meet their needs. It also enables us to gain of-the-moment actionable insights and be more operationally responsive than ever before.”

Dr Voxx said customers of the airport will love engaging through the new feedback system.

“Passengers can quickly rate their experience and tell Newcastle Airport what they think of facilities as they use them. Customers love engaging in this way,” Dr. Voxx said.

Installed on Friday 25 May, the Dr.Voxx system is already proving popular with customers, with over 1,000 visitors registering feedback in the first week of operation.

IMAGE | The new interactive customer feedback system is active in Newcastle Airport.

Newcastle Airport

Newcastle Airport is a significant gateway into NSW and the Hunter. As a major transport hub it is critical to economic and social infrastructure and its planned and managed growth has helped underpin the continued prosperity of the Hunter. 

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