The Terminal Guide
Stars for every lounge, gate and washroom, awarded by passengers.
The job
Rates every part of the terminal from what passengers say, sends each lost star to the team that owns it, wins stars back before the passenger survey starts, and predicts the survey result before it is published.
The moment
The airport terminal is reviewed like a restaurant guide, with stars for each lounge, gate and washroom based on what passengers say. A new edition comes out the night before the passenger survey starts.
The washrooms near the Gate 30s lose their star: 22 mentions of no water at the sinks, all between 01:00 and 04:00.
The business lounge showers win their star back after a late-shift attendant was added. By 07:00 the cleaning contractor has the washroom page on WhatsApp.
Next quarter, the predicted washroom score lands within its stated range of the official survey result. The programme manager starts quoting the guide as the early ranking.
What it does
- Send lost-star page to owner
- Log fix
- Send the edition booklet
- Reconcile with the official survey result
- Open an entry's verbatims
What you see
Restaurant-guide editions with an inspector persona, star ratings, a survey rehearsal and a booklet PDF
What it moves
The stars held across the terminal, and how close the predicted passenger-survey scores come to the official ones each quarter.
Built for
- Finance
- Partners & ecosystem
