Data dashboards to monitor service quality

Bologna Airport considers the quality of the service offered to passengers to be a strategic lever for its development. For this reason, the airport has been equipped with an innovative monitoring tool, the Quality data dashboard, which collects and organises a set of information: level of service offered, number of passengers, punctuality of flights.
Through timely collection of digital and non-digital data, the dashboard makes it possible to discover the quality performance of the service offered and to implement corrective actions that aim to continuously improve the Customer Experience.

The data collected concerns various processes and services, such as waiting times at check-in desks or security checks, real-time heat maps for monitoring presences and the evaluation expressed by the passenger with surveys or through “Happy or Not” totems located in strategic areas of the airport which facilitate the collection of feedback.

The project is part of the airport's Innovation Plan, and lays the foundations, through the collection and analysis of data, for other relevant passenger-oriented projects, such as the one involving the creation, in 2024, of a new centralised Customer Care system, with the aim of providing increasingly precise and timely information to passengers.