Customer Experience in the Beijing Airport

Paul Adams observes real time customer experience feedback at the Beijing airport.

Something is driving a customer centered border experience. After checking your passport and visa, you are encouraged to rate your experience: Greatly satisfied, satisfied, checking time too long, poor customer service.

A comment on the post mentions feeling uncomfortable about the repercussions if bad feedback were traced back to her. I don’t think it’s possible to move the feedback point to the end, because by then people are already collecting their things to move on. But maybe an analog system like “rate our service” cards would be a little more transparent.

I wonder how the experience with TSA would change if this type of feedback were available?




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