Project Components
Passenger Sentiment System covers discovery, benchmarking, full rollout, testing, and hypercare. It enables data-driven monitoring of key touchpoints across five terminals through dashboards, surveys, and governance that support continuous improvement and alignment with global customer experience standards.
A. The Challenge
King Khalid International Airport needed a systematic way to capture real-time passenger sentiment across multiple terminals, with no historical baseline and fragmented feedback channels. The challenge was to design a robust, cybersecure measurement framework that supports benchmarking, stakeholder alignment, and decision-making while sustaining high service standards and global competitiveness in airport customer experience rankings.
B. Our Solution
We designed a multi-phase program starting with current-state assessment, stakeholder interviews, and international benchmarking. We then deployed sentiment devices and QR codes, configured test and production environments, and provided a digital survey tool. Dashboards, pilot testing, and structured training ensured adoption. A defined support, maintenance, and improvement plan secured long-term sustainability of the new measurement system.
C. Key Achievements
The project delivered an operational, airport-wide sentiment measurement platform covering five terminals, with devices and QR codes mapped to the passenger journey. RAC gained real-time dashboards, pilot test insights, a clear improvement roadmap, and documented lessons learned. A 30-day hypercare period stabilized performance and enabled a smooth transition to RAC ownership, reinforcing a culture of continuous improvement.
Frequently Asked Questions
How does the Passenger Sentiment System work at King Khalid International Airport?
The Passenger Sentiment System at King Khalid International Airport collects feedback through physical sentiment devices and QR codes placed across five terminals. Data is displayed in real-time dashboards, allowing stakeholders to monitor passenger satisfaction, analyze trends, and make informed CX decisions.
What is a Passenger Sentiment System?
A Passenger Sentiment System is a real-time customer experience measurement solution that captures passenger feedback at key touchpoints across an airport. At King Khalid International Airport in Riyadh, Kaizen Consulting implemented a Passenger Sentiment System using HappyOrNot terminals and QR-code surveys to monitor satisfaction levels and support continuous CX improvement.
How does Kaizen Consulting support these projects?
Kaizen Consulting delivers the full program from discovery and benchmarking to design, deployment, testing, training, and hypercare. This ensures the solution is adopted and the insights lead to service improvements.
Is the system cybersecure?
Yes. It follows cybersecurity and data governance requirements, with controlled test and production environments. This protects feedback data while keeping it available for reporting and analysis.
What types of feedback does the system collect?
The system captures both quantitative and qualitative feedback, including overall satisfaction scores, touchpoint-specific ratings, and passenger comments. This provides a comprehensive view of passenger experience across different airport services and locations.
Is the Passenger Sentiment System scalable for large airports?
Yes. The solution is designed to scale across multiple terminals, touchpoints, and phases. It supports large passenger volumes and can be expanded as airport operations and customer experience requirements evolve.
Does the system support real-time reporting and dashboards?
Absolutely. Stakeholders have access to real-time dashboards that display live performance metrics, trends, and alerts. This allows decision-makers to take immediate action based on current passenger sentiment.
Who owns and manages the Passenger Sentiment System?
The system is implemented in collaboration with Riyadh Airports Company, with operational ownership supported through Kaizen Consulting’s training and knowledge transfer to ensure long-term sustainability.
Can this solution be implemented at other airports or transport hubs?
Yes. The Passenger Sentiment System is adaptable and can be implemented across airports, metro systems, seaports, and other large-scale transportation environments seeking to enhance customer experience.
What KPIs and metrics does the Passenger Sentiment System track?
The system tracks key customer experience KPIs such as overall satisfaction, touchpoint performance, trend analysis over time, response volumes, and sentiment distribution. These metrics help airport leaders monitor service quality and benchmark performance across terminals and service areas.
What is Customer Experience (CX)?
Customer Experience (CX) refers to the overall perception customers have based on every interaction with an organization across all touchpoints. It includes service quality, ease of processes, responsiveness, and emotional engagement throughout the customer journey.
Read more about Customer Experience solutions on our dedicated page.
Where can I learn more about Riyadh Airports Company?
Riyadh Airports Company is responsible for the management and operation of King Khalid International Airport and plays a central role in advancing aviation services and passenger experience in the Kingdom of Saudi Arabia.
Visit the official Riyadh Airports Company website.
