Passenger Insights for Munich Airport

Insight into the passenger experience at Munich Airport with the ambition to optimise processes, procedures and touchpoints with passengers.

Background

Silverlining Research has taken passenger insights at Munich Airport (MUC) under its wings. MUC is the second largest German airport and the first 5-star airport in Europe. Skytrax has rated MUC’s Terminal 2 the best terminal in the world, while passengers voted the airport the best in Europe.

MUC has outstanding airport operations with employees and suppliers who are proud and enthusiastic but who also accept the challenge of continually improving MUC in all areas. MUC wants to be an integral part of the journey and provide its passengers with the best airport service in the world.

Method

The project includes reorganization of MUC’s customer journey and measurements, which serve as a basis for the airport’s KPI system. This encompasses conducting more than 20,000 passenger interviews each year, where Silverlining Research is responsible for field management and data collection with its own interview team.

Impact

Data and results are reported to MUC in an online reporting platform that provides an opportunity to see the overall status, development over time, and to dive into specific target groups and passenger segments. Therefore, market research that continuously helps to improve processes, procedures, and contact points with passengers and customers is of great importance.

In search of insights?

Send us a message or give us a call – then we will figure out if we are a good match for your needs.

Kristian Budolfsen

Director & Partner
Silverlining Research
E-mail: kb@silverliningresearch.com
Mobile: +45 614 614 66

Terje Vammen

Senior Director & Partner
Silverlining Research
E-mail: tv@silverliningresearch.com
Mobil: +45 2986 1515

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