Brussels South Charleroi Airport
Learn how Brussels South Charleroi Airport saving more than €2.6 million by utilizing Purple’s MicroSurvey functionality
Key Results
Saved
Using MicroSurveys instead of traditional survey methods
Unique users
Since improving and optimising their guest WiFi with Purple
Responses
To survey campaigns through including in the WiFi authentication journey
Challenge
The aviation industry has experienced numerous changes and has been subjected to a rapidly changing environment. Recent global events have changed consumers’ expectations of the travel experience, and Brussels South Charleroi Airport wanted to adapt to these shifts in order to meet customers’ needs.
The airport needed a platform that provided the capabilities to reach untapped opportunities, offer travelers distinct options, and improve customer experience through understanding more clearly who their customers are and what they expect.
Solution
Purple’s MicroSurvey functionality allowed Charleroi Airport to create and customize surveys to get a complete understanding of the traveler’s sentiment and preferences. The airport utilized this tool to find out which destinations passengers would like to fly from Charleroi airport and responses were aggregated in real-time, providing reports within the platform with unique actionable insights such as:
Additionally, the use of Purple’s LogicFlow tool enabled the airport to seamlessly automate a variety of languages depending on the visitor preferences, including English, French or Dutch. This functionality has prevented any language gaps and limitations that ultimately affect the service and the passenger experience when in the airport.
Return on Investment
In the 2 years since Purple was implemented the airport has seen 689,615 unique users and a total of 1,235,051 WiFi logins. The MicroSurvey functionality was activated at no extra cost and it has greatly influenced ROI performance as a result of providing customer data and insights. With an open rate of 86%, the airport received 89,845 survey responses to analyze the top 5 destination options that passengers would like to fly from Charleroi Airport
By using the automated and real-times surveys tool, Brussels South Charleroi Airport was able to make savings of €2,695,350, instead of manually gathering feedback from travelers, resulting in an ROI of 10,630%. The success of this project has impacted not only footfall and engagement indicators, but also provided endless opportunities for Brussels South Charleroi Airport to open commercial alliances and build long-lasting relationships.
With the implementation of Purple’s tools, we are now able to offer a high-quality service to our passengers while gathering insights that allow us to understand the needs and expectations of our different passenger profiles and thus be able to identify concrete actions to improve the customer experience.
Elise Eeklaer
Client Relationship Coordinator @ Brussels Charleroi Airport
About Brussels South Charleroi Airport
Brussels South Charleroi Airport offers access to more than 190 destinations in 53 countries to 8 million passengers every year and has recently opened the second terminal building. The airport has been rewarded on multiple occasions for its operational expertise, punctuality, and the quality of the services it provides.
Industry
Company size
Brussels South Charleroi Airport has 319 employees with millions of passengers passing through each year
Location
Brussels, Belgium.
Products Implemented
Use Cases
Utilizing Purple’s MicroSurvey functionality
Enhancing the travelers’ experience using LogicFlow automation for language preferences