Brussels Airport serves over 25 million passengers a year. But how do you truly capture their voice? In this session, Brussels Airport shares how they are evolving from a single satisfaction tracker to a connected, multi-source feedback programme by turning open-ended responses into real operational change and building a Voice of the Passenger programme that scales.
Key Takeaways:
1. One score never tells the whole story. Multi-source gives you the full picture.
2. Feedback at scale and depth are not opposites. The right tools deliver both.
3. The real value of feedback is in the action it drives, not the score itself.
