Home Resource Library Case study Putting Heathrow on a flight path to discovery

Putting Heathrow on a flight path to discovery


Tools used

  • Deck creation
  • Data repository
  • Cross tabulation
  • Infographic dashboards
  • PowerPoint batch reporting

Heathrow is Europe’s largest airport. And it collects a lot of information. It interviews 500,000 of the nearly 80 million passengers* who come through its gates every year.

Analysing that much data might seem like an impossible task. But the Heathrow team found a first-class solution: a portal that builds dashboards and reports automatically. Our portal.

The challenge

Stakeholders had to wait for announcements

Check-in. Security. Baggage reclaim. Heathrow surveyed passengers about every aspect of their experience. But few employees had direct access to the data.

Most had to wait for the Heathrow insights team to release snippets in Excel and Powerpoint docs. And it was slow going. Monthly and quarterly reports took seven working days to put together. Custom reports took even longer.  

“Our vision is to give passengers the best airport service in the world. Now we get timely and flexible reports, we have the information about customer satisfaction to achieve our goals. Instead of just ‘what,’ we can discover ‘how’ and ‘why’.”

George Efkolides
Head of Passenger Experience Airport Insights, Heathrow Airport

Our solution

It was time for an upgrade

The Heathrow team wanted three things from their new VoC platform. It had to handle vast amounts of information from mixed sources. Visualise data for easy interpretation. And drill into the detail. 

We ticked off their wish-list with the Heathrow Discovery portal. You don’t have to be an expert to use it. The dashboard is filled with familiar symbols from around the airport, like the blue and white sign for Immigration.  

The results

We handed Heathrow a passport to customer satisfaction

Select a research program, and see the latest scores and metrics fill your screen. Apply filters to chart trends or sift through data for the answer to a specific question. Use tools to draw comparisons with competing airports.  

Heathrow Discovery changed things. Stakeholders went from waiting around to helping themselves. And getting automated reports almost as soon as surveys closed.


surveyed each year


internal stakeholders
across different departments


airports to benchmark
Heathrow against 


day to deliver the
latest results from studies

*Based on 2019

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