Cincinnati/Northern Kentucky International Airport (CVG) has partnered with Infotap, a gamified survey platform.
CVG deploys innovative approaches to understand and meet passenger preferences in the commercial and retail environment. For instance, when passengers connect to our free Wi-Fi, we leverage a gamified short survey to gather real-time insights.
“Using Infotap’s engaging survey tool, we’ve transformed consumer insights into an interactive experience for our customers,” said Brian Cobb, Chief Innovation Officer at CVG. “This gamified approach delivers high-quality data, faster response times, and improved completion rates compared to traditional surveys. In real-time, we’re gaining valuable insights into traveler profiles and their experiences as they navigate our airport and explore the amenities we offer. This empowers us to make data-driven decisions and shape a future of personalized services for our travelers.”
Customer feedback is critical to any industry. CVG knows that every passenger travels differently and has diverse needs and preferences. CVG works to collect as many data points as possible, via surveys and other market research, to understand the different personas traveling through the airport. Analyzing the data has helped build programs that cater to the various personas. It is key to understand passengers’ preferences, such as food choices, retail needs, and any other preferred amenities when deciding on new development. Implementing services that passengers want elevates customer satisfaction and ultimately drives more revenue.
During the Proof of concept, which kicked off in May 2023 and completed on December 31, 2023. CVG collected over 88,000 completed surveys of their passengers.
KEY FACTS:
- The very first survey launched on October 3rd, 2017
- CVG has launched a total of 35 Infotap surveys
- Of those 35 surveys, there have been a total of 1,280,313 surveys complete
“Our mission at Infotap is not only to improve customer experience but to elevate it to new heights by efficiently gathering consumer data. CVG has given us a platform to prove that gamified surveys improve data quality and completion rates. We look forward to our continued partnership in collecting passenger satisfaction data with them into the future.” – Joseph Wendt, President of Wendal Inc.
About Infotap
Infotap is a user-friendly, gamified survey platform designed for quick and engaging consumer data collection. Our surveys boast higher completion rates compared to other platforms, thanks to interactive panels that let users select graphics and drag-and-drop answers on their web-enabled devices. This visually appealing approach transforms the typically dull survey process into an enjoyable experience, actively engaging and delighting our audience. Learn more at Infotap.com.
About CVG
The Cincinnati/Northern Kentucky International Airport (CVG) welcomed more than 8.7 million passengers in 2023 representing a 15% increase over 2022. CVG offers the lowest airfares in the region and 50+ nonstop destinations, which now includes nonstop service to London Heathrow (LHR) on British Airways, the airport’s 14th airline. CVG is the 7th largest cargo airport in North America with two powerhouses on campus continuing to drive growth: Amazon Air’s mega hub, and DHL Express’ Global Superhub for the Americas. With an annual impact of $9.3 billion on the local economy, the airport drives regional growth and remains a leader in aviation innovation. Learn more at CVGairport.com.
Infotap contact: Brad Short, bshort@wendal.com, (859) 360-1689
