The business of travel and tourism is ever-changing.

Passengers are increasingly viewed as ‘consumers’ meaning destinations and airports need a better understanding of their needs and desires, and adjust their overall strategies accordingly.

Strategic market research and passenger profiling is a practice followed by all the leading global customer-centric airports and destinations. It brings together market intelligence from a range of sources and links with an in-depth passenger intercept survey to develop a detailed understanding of the consumer.

Our passenger intercept surveys are fundamental to recognising the changing demands of consumers and are carefully tailored to ensure engagement across all market segments.

KPI have been supporting airports and destinations across Europe, the Middle East and North America for the past ten years developing our market research approach into strategic analysis, insight and recommendations tailored to each client across a range of strategic business areas.

Customer Experience

Air Service Development

Customer Experience

Generating specific surveys to provide detailed customer feedback to understand satisfaction and expectations to highlight strengths and focus areas. Includes the implementation of ASQ surveys supported by ACI.

Commercial Strategy

Air Service Development

Customer Experience

Develop a more detailed insight into the passenger's commercial profile to assist the ongoing management and refine the future commercial offer.

Air Service Development

Marketing and Communications

Providing insight into passenger demographics, behaviours, travel profile to help target new airlines and routes, and support the success of existing services through targeted marketing.

Marketing and Communications

Building a segmentation analysis through the demographic and psychographic profiling supporting more targeted marketing and communications activity.

Profiling the Visitor Market

Marketing and Communications

Profiling the Visitor Market

Develop detailed understanding of your destinations visitor profile, including demographics, spend, satisfaction to help drive the visitor economy.

Operational Performance

Marketing and Communications

Profiling the Visitor Market

Provide passenger feedback and perceptions on queue, waiting and dwell times, feedback on customer service of operational partners.