From the spring of 2020, Silverbullet Research has taken passenger insights at Munich Airport (MUC) under its wings. MUC is the second largest German airport and the first 5-star airport in Europe. In 2017, Skytrax rated MUC’s Terminal 2 the best terminal in the world, while passengers voted the airport the best in Europe.
MUC has outstanding airport operations with employees and suppliers who are proud and enthusiastic but who also accept the challenge of continually improving MUC in all areas. MUC wants to be an integral part of the journey and provide its passengers with the best airport service in the world. Therefore, market research that continuously helps to improve processes, procedures and contact points with passengers and customers is of utmost importance.
The project includes the remapping of MUC’s passenger journey and measurements as the fundament for the airport’s KPI system. This includes among other conducting more than 20,000 passenger interviews each year, which will be regularly reported in an online BI reporting platform we delivered to MUC.