February 12-13, 2019

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Heathrow Customer Experience Takes Off with Dapresy

Room 1 | 2:15-2:45 | Tuesday, February 12, 2019

Heathrow Airport is an enormous ecosystem with a myriad of complex operations that must ensure that passengers traveling to, from and through the airport have a reliable and memorable journey. To track and ensure a solid performance across all service attributes in the passenger journey, such as check-in, security, immigration and baggage reclaim wait times as well as helpfulness of staff and overall airport satisfaction to name a few, Heathrow’s passenger experience and airport insight team interviews more than 500,000 passengers per year. Based upon these surveys it must effectively measure and then report on factors that range across the entire travel journey, from arrivals to departures and connections to identify areas of improvement.

Formerly, the reporting from these programs was fragmented and delivered as interactive Excel reports and PowerPoint decks, showing scores against benchmarks. While the team received the data it sought, the report preparation time and the static format of PowerPoint decks meant that the airport was too reactive to trends, it couldn’t break out custom comparisons easily for stakeholders and only a handful of staff had immediate access to the core data.

The Heathrow team sought a solution that would provide more effective and timely reporting of all key metrics. After extensive research, Dapresy was commissioned to build an all-encompassing reporting portal that would act as the central hub for several of these research programs, which became known as Heathrow Discovery. Hear how the online portal uses imagery and iconography from the airline industry together with Heathrow’s own branding to provide an intuitive, data-rich environment.

Presentation type:

  • Case Study Presentation

Subjects covered:

  • Data visualization
  • Effective vendor/client relationship management
  • Assessing marketing research technology vendors
  • Customer experience
  • Storytelling/data interpretation


  1. Impactful visualization.
  2. Managing multiple surveys.
  3. Addressing the needs of multiple stakeholders.


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