Customer survey at London City Airport

BVA BDRC conducted a quantitative survey of arriving and departing passengers at London City Airport which tracked the passenger journey through the airport.

During this research we deployed tablet based CAPI (Computer assisted personal interviewing) and collecting email addresses and sending a survey link. This enhanced the reliability and quality of the research, maximizing the client’s return on investment.

The research undertaken by BVA BDRC provided real actionable insights for LCY. It is seen as an essential guide to customer service performance. More specifically the research was used to support the development of the airport’s compelling marketing campaign and new strapline.

In 2021 London City Airport was awarded an Airports Council International - ACI World Airport Service Quality Award (ASQ) for being one of Europe's best airports in the 5-15m passengers category. We can't help but think that our customer experience insights had something to do with this.  https://blog.aci.aero/london-city-airport-a-shining-light-during-unprecedented-times/