Dublin Airport recently topped a survey, conducted by Airports Council International, being placed first for customer service among airports of its size in Europe. The results mark huge progress for the airport, which just a few years ago was bottom in a similar ACI survey.
The key to success for Dublin Airport is focussing more on what the passenger is saying day to day to make small changes. The airport teams are focussing on the direct feedback from the Customer Experience team, Happy or Not responses from Quality Improvement and the quantitative and qualitative research from Insights team to measure customer satisfaction. One of the creative initiatives centred on such improvement is the ‘Sky Bridge Banter Wall’.
The concept was created by the Passenger Journey Improvement Team, which regularly reviews feedback from passengers and identifies areas for improvement. The Sky Bridge was an area flagged in need of a bit of a facelift and so the team focused on improving its visual aspects. Several concepts were put forward before the team agreed on the ‘Skybridge Banter Wall’ initiative. “We felt that by trialling something different using the existing space we would hopefully put a smile on our passengers faces,” said Laura Shields, Quality Improvement Manager.
On the departure side of the Sky Bridge journey, passengers are met by images of clouds decorating the walls. Each cloud contains some witty words, such as: “I’m Irish, what’s your superpower?” and “Perhaps hot chocolate wants to be called beautiful chocolate once in a while”. On the arrivals side, passengers are welcomed by popular Irish phrases and sayings, such as: “Great drying weather out there” and “If it falls off its staying off”.
Laura added: “Passenger satisfaction has improved consistently since the introduction of these images, and the response we have received has been very positive. We would like to encourage our passengers to share their favourite ‘Sky Bridge Banter Wall’ selfies with us, #DUBbanter.”