Realtime Performance Measurements

- A fast track to better service management

Speed is critical to the Travel and Transportation industry. For airports, customer service and customer experience directly determines customer loyalty. Realtime Performance Measurements enable airports to respond almost immediately to issues impacting customers and fix problems before they negatively affect customers in larger numbers.

Online, Realtime and Mobile
Realtime Performance Measurements (RPM) is a PDA integrated software solution that allows airports to monitor, track, and benchmark services in real time. With a timely data feed, management is able to implement dynamic work strategies and carry out operational adjustments throughout the day.

Key benefits:

Better customer experience
Reduced customer attrition
Overview of service performance
Dynamic work strategies
Follow up on service objectives
Systematic data capture

"With RPM we now have the finger on the pulse of the airport."

Brian Petersen, President and CEO, Copenhagen Airports

RPM is based on interresearch’s survey software defgo.net®. Data is collected using PDAs, or a similar mobile device with internet access. The use of a mobile device allows personnel to monitor services on sight and feed data continuously or on a scheduled basis.

Data is automatically processed and uploaded to the Management Information System (MIS) in a pre-defined report template. Management access the report by logging onto MIS, which updates the report at a specified time interval.

Examples

Check-in
Security
Immigration
Baggage delivery
Customer satisfaction

Realtime Performance Measurements:

No software installation required
No integration with existing systems
Fast and easy implementation
All data traffic is handled via the internet

Log file and Management Information System
Logged onto MIS, management can edit, publish, or delete reports. It is also possible to pull a log file or report listing all data entries within a specified period for further analysis and in-depth reporting. In this way, it is possible to follow up on service objectives and benchmark performance, as well as to carry out long term capacity adjustments.

For more information, please contact Richard Amdi Madsen at ram@interresearch.dk or tel. (+45) 22 40 38 14.