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Avius and TRAX: About our partnership

June 21, 2021

TRAX and Avius met nearly seven years ago and have become great partners with a common goal of improving passenger experiences through data. They are operating together in over six US airports, enabling airport staff and third-party stakeholders to act in real-time on passenger feedback, better manage operations and provide best-in-class experiences.

Why did TRAX choose to partner with Avius?

TRAX decided to partner with Avius based on its positive reputation for providing a quality product and service. Avius is not only an industry leader in customer feedback solutions, but is an expert at understanding how to target and collect the highest quality data sets in busy facilities.

How are we working together to improve guest experiences?

Guest feedback is invaluable in helping airports and other facilities improve their guest experiences. From understanding a guest’s experience, to being able to act in real-time to cleanliness or maintenance issues, real time data is the key to success.

We immediately knew that the large amounts of survey data collected in our busy airport facilities could easily overwhelm clients if not delivered in a method that was simplistic and easy to navigate. Therefore we worked together as a team to ensure that dashboards, alerts, and reports were customized to meet the needs of our clients who are always on the go. This allowed our clients to react to real time feedback effectively, and to analyze the data historically to ensure their guest’s experiences were at an all time high.

Why is restroom satisfaction crucial in improving overall guest experiences?

Restrooms are often the most visited part of any airport and can leave a lasting impact on the passenger’s perception of the entire facility. Many industry-leading reports, such as the ACI’s ASQ surveys, prove that there’s a direct correlation between restroom cleanliness scores with passengers experiences and ratings of the airport. Because some of our busiest airports can see an upwards of 4,000 passengers a day in a single restroom, cleanliness comments will occasionally happen; however, TRAX and Avius technologies together empower clients to act on problems as they occur in real time, increasing overall satisfaction with the airport.

How does feedback data help janitorial companies and building stakeholders create an effective cleaning program?

Avius and TRAX software solutions run 24 hours a day, 7 days a week. Because of this, we are constantly monitoring and collecting data on trends, issues, and areas of success. When a janitorial company and building stakeholder analyzes the data collected, they are able to create effective staffing plans, see high trafficked locations, and highlight the areas where they are meeting their defined standard operating procedures. Furthermore, when viewing the data in a wholistic manner, stakeholders can see how their daily operations can have a direct impact on the guest experience and the feedback they give.

What challenges did the coronavirus pandemic present, and how have Avius and TRAX been able to mitigate them together?

COVID-19 has very quickly shifted a passengers needs and changed their travel behaviors. Guests have developed a heightened expectation for facility hygiene and the frequency of cleanings , which means all businesses have to adapt their CX strategies and operational processes to meet them. Avius and TRAX have innovated their solutions to provide customers with a safe way of leaving feedback and businesses with valuable insights to improve CX and operational efficiencies.

To reassure and protect customers, Avius feedback devices come with anti-bacterial, ISO-certified screen protectors. In a direct response to the pandemic, Avius has also launched SmartCode (a dynamic QR code) and Gestures (an AI-powered survey experience) to allow guests to leave feedback without touching the screens. TRAX created a touchless near field communication feedback solution that allows guests to provide pertinent survey data pushed directly to their own device.

What CX advice would you give to your stakeholders?

Ben Story, Avius, CEO: “Don’t be afraid to listen to your passengers. In this day and age, there’s often a choice of airport to be made, so without listening to the feedback you will struggle to improve. It can often be difficult to persuade leadership teams to change processes and deploy a feedback solution; however, without understanding this core information, the airport will be planning improvements blind.”

Tracy Davis, TRAX Analytics, CEO: “Its important to analyze the survey data in correlation with other key data sets in the environment, such as delayed flights, closed concessions, janitorial staffing levels, consumbable levels and foot traffic. When you have the entire picture painted before you with data, its is easier to decipher why the feedback was provided and gives you an enhanced power to change it for the future passenger.”

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  • “It's important to analyze the survey data in correlation with other key data sets in the environment, such as delayed flights, closed concessions, janitorial staffing levels, consumbable levels and foot traffic. When you have the entire picture painted before you with data, its is easier to decipher why the feedback was provided and gives you an enhanced power to change it for the future passenger.”