Eindhoven Airport - Continuous traveller insights

Eindhoven Airport is the second-largest airport in the Netherlands, with a commitment to providing responsible connectivity. The airport strives to offer an ever-expanding range of destinations, in line with the region’s approach and collaborative efforts.

At Eindhoven Airport, passenger convenience comes first. Smooth processes, easy accessibility, and a diverse range of shops, restaurants, and other amenities contribute to customer satisfaction. Combine that with the “Always Easy” philosophy, and you have the ideal departure point for a business trip or city break.

Eindhoven Airport Travelers

Since 2016, we have been conducting ongoing research into a number of facilities and service aspects to assess the customer experience of travelers at Eindhoven Airport. These can be broken down into three pillars: infrastructure, staff, and online services. The “Easy Score,” created by Eindhoven Airport, measures performance within these pillars to assess how easy a visitor’s journey through Eindhoven Airport was. Various planned renovation projects, customer-focused training, and improved facilities are intended to lead to an enhanced customer experience. Ongoing research is needed to determine whether these improvements have yielded the desired results. The ultimate goal is a journey that proceeds as smoothly as possible.

“Thanks to the surveys and our collaboration with Markteffect, we receive valuable insights and results regarding the customer experience at the airport. The reports are clearly structured and can be directly compared with the baseline measurements. This enables us to make the right adjustments to best deliver on our customer promise, ‘Always Easy.’ We also greatly appreciate their personal approach. In short, we are very satisfied with our collaboration with Markteffect.” - Joyce Luijsterborgh, Marketer at Eindhoven Airport

The research clearly demonstrates how Eindhoven Airport performs in terms of customer experience. This is important information for various departments at Eindhoven Airport. Overall, Eindhoven Airport has an excellent Net Promoter Score. In addition, our research provides direct insight into the extent to which developments or activities can have a direct impact on the customer experience.

To give you a clear picture of how market research works in practice and what benefits it delivers for your bottom line, we’ve put together a few compelling case studies for you. Of course, you may recognize some of these challenges, perhaps because you’ve encountered them within your own organization as well.

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