If you can't measure it, you can't manage it!

AERO ESP is a low-cost instant customer feedback and service recovery solution that gathers real-time customer intelligence from passengers using the airport facilities. It allows passengers to instantly report on their positive and negative experiences at the airport through their mobile phones.

They provide the feedback using an SMS based on a set of predefined questions visible on posters or cards around the airport. The questionnaire can have single Hot Spot or multiple questions, depending on the amount of information you want to get feedback on. Workflow management tools allow for responses received to be redirected to relevant people within the organisation for further action to be taken.  A prize engine can be also included to incentivise respondents to submit their evaluations.

A Customer Satisfaction Index is created to measure and track CSI scores over time.

AERO ESP modules include:

• Operations – for arriving and departing passenger interactions throughout the airport
• Retail – for restaurant and retail store customer-service evaluation

AERO ESP is provided as a hosted service requiring no hardware, software or IT skills by the user. It can be rapidly deployed for specific campaigns or as part of longer CRM programmes. In addition to cellphones, it fully supports and integrates all customer-communications channels into a single service:

• web
• email/BlackBerry
• IVR
• manual entry