Nice Airport innovates by collecting mobile voice notifications

Background

France's third-largest airport after Paris, Nice Côte d'Azur Airport welcomes millions of passengers from all over the world every year. Renowned for its quality of service and commitment to innovation, the Nice hub is constantly working to improve its passengers' experience.

To strengthen ties with its passengers, the airport is focusing on innovation and active listening. With this in mind, Nice Airport called on EKOO to enhance its digital journeys with audio content, and develop innovative ways of collecting customer feedback.

The project

A mobile robot has been deployed in the airport to invite travelers to leave a vocal review, by scanning a QR code visible directly on the device. This format enables passengers to express themselves simply, without a complicated interface or form to fill in. A fluid, natural and much more human experience.

This system has made it possible to collect over 40 authentic voice opinions, on the spot, directly from the terminal. A modern way of listening to customers, and feeding a continuous improvement process, by capturing what passengers really feel.

At the same time, the airport has enhanced its site with strategically-integrated audio information capsules:
- on the parking pages, to guide choice according to need,
- on the lounges pages, to highlight premium services,
- and on the priority queue and VIP welcome pages, to simply explain the options on offer.

The results

- +40 voice opinions collected via a simple and engaging system
- A new, more direct and qualitative way of listening to passengers
- Integrated audio information to guide passengers online
- A smoother customer journey, both on site and on the web
- A stronger link with customers, thanks to voice

With this project, Nice Airport combines innovation and proximity, making the voice a central tool for better informing, better listening... and better welcoming.

🎧 Listen to the audio devices set up with L'AÉROPORT DE NICE :

EKOO at our customer's

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