NetServ, a leading provider of customer feedback analysis, has announced the successful installation of its Tatvam solution at the world’s busiest airport, Hartsfield Jackson Atlanta International Airport.
NetServ Applications Inc. is proud to announce this first commercial airport partnership for the Tatvam solution, which was initially designed in partnership with major clients in the attractions industry, such as Herschend Family Entertainment and Georgia Aquarium.
Tatvam is also an ideal solution for businesses outside of the attractions industry who are needing to create an exceptional customer experience. Hartsfield Jackson Atlanta International Airport is the busiest airport in the world and handles more than 107 million passengers each year. The airport, along with its agencies, concessionaires, parking facilities, lounges, retailers and more, receives a huge amount of customer feedback every day, through multiple channels.
Increasing customer satisfaction
Increasing customer satisfaction is key when it comes to non-aeronautical revenue at airports. NetServ’s Tatvam solution allows Hartsfield Jackson to collect and analyse all the customer feedback it receives, whether through kiosks and third-party survey companies, social media, online review sites or other digital channels
“We were looking for a way to incorporate the digital marketplace and the online voice of the customer into our strategic priorities, specifically around increasing customer satisfaction and non-aeronautical revenue. Finding a tool which enabled us to analyze and respond to customer feedback, at every touchpoint, was extremely difficult. This was our ultimate goal, and the online voice of the customer was being ignored,” says Steve Mayers, Airport Director – Customer Experience at Hartsfield-Jackson.
Previously, the airport was unable to get a complete view of customer experience in real-time. This led to a management approach that was reactive instead of proactive.
Customer feedback management
NetServ created Tatvam, a customer feedback management and analytics platform. Originally designed for the attractions industry, it collects, sorts and analyzes multi-source customer feedback. The system uses artificial intelligence and machine learning to provide actionable insights for improving customer experience.
For Hartsfield Jackson, Tatvam is able to collect, combine and sort the airport’s huge volume of online reviews, social media mentions and internal survey responses into one single location. It uses customized algorithms and A.I. to analyse all the feedback. This enables the client to identify key themes throughout the customer responses.
“We worked with Tatvam to transform the way we collect and evaluate the online voice of the customer within the digital marketplace. As a result, our executive team and partners are now able to make informed decisions based on real-time data and correlate revenues with customer satisfaction,” says Mayers.
Thanks to Tatvam, the airport team is now able to see all customer feedback in one place, no matter if it has been collected through its own or third-party channels. Staff can also search for comments mentioning specific phrases.
The system automatically sends daily reports and can alert team members when sensitive topics are being discussed on social media. It allows staff to measure the customer experience for every part of the airport, and make relevant decisions supported by this data.
“We are very excited to have partnered with Hartsfield-Jackson Atlanta International Airport to bring the Tatvam solution to the airport industry and showcase the power of technology and A.I. to improve passengers experience at the world’s busiest airport,” says Sam Murthy, President of NetServ Applications, Inc.
NetServ has worked closely with Herschend Family Entertainment (HFE) since 2017 when it began providing analytics to Dollywood theme park. The company recently announced that thanks to the success of this, HFE made the decision to roll out Tatvam Analytics to all its attractions.