S'pore airport leverages tech to manage customer service

SINGAPORE--Changi Airport is one of the world 's busiest and fastest growing airports, handling more than 45 million passengers in 2011 and ranked seventh busiest worldwide. To ensure it delivers consistently high customer service, the airport has turned to technology as the answer.

One of the initiatives it implemented is an instant feedback system, launched in 2009, and is gradually being fitted through its three terminals. It has been rolled out at various customer touchpoints such as service counters and toilets.

Jonas Kor, vice president of corporate communications at Changi Airport Group, said in an interview with ZDNet Asia: "There was a need for a platform or communication channel for passengers to give feedback, so all the various people providing the service are able to give consistent and good service all this time.

"Before we had this feedback system, we had 1,000 people giving feedback a month through pen and paper. With the introduction of the instant feedback system, feedback has risen by close to 165,000 a month. That has been very successful in terms of measuring and mapping out the services that we provide," Kor added.

Changi Airport also created a mobile app, called iChangi, that gives updates on flight arrival times and other information, current available for download on most platforms including Google Android, Apple iOS, Microsoft Windows Phone and RIM BlackBerry.

It has also equipped some of its customer service agents with Apple iPads to help them search and display information.

"We have roving service agents that move beyond the confines of the customer service counter. They are able to provide proactive service and identify passengers who may need assistance, and they will be able to approach before a problem becomes one," Kor said.