Airports & airlines
Measure the journey passengers actually take.
Passengers judge the brand on queues, announcements and help when things go wrong. The template follows a real journey through the terminal.
What gets checked
6 stages · 52 questions · 3 scenarios
- Check-in
- Queue time, bag drop, staff courtesy
- Security
- Wait, instructions, dignity
- Terminal
- Wayfinding, washrooms, seating
- Lounge
- Access, food, cleanliness
- Boarding
- Announcements in Arabic and English, order
- Disruption
- Information and rebooking when delayed
Scenarios in the template
Departure
Check in, clear security and board.
Lounge visit
Use a lounge on a paid or eligible ticket.
Delay
Ask for help during a published delay.
What you get back
Terminal and station scores by stage, with queue times from every visit.
The client dashboard, shown here with the shopping malls program.
Other industries