Vienna International Airport Enhances Customer Experience with Dcipher Analytics

The Challenge

Vienna International Airport receives customer feedback through multiple channels, including:

• Online reviews
• Social media posts
• Customer service interactions
• Survey responses

Manually analyzing and drawing insights from this vast and unstructured data was time-consuming and inefficient. The airport needed a scalable, automated solution to extract key themes, understand sentiment, and track evolving customer concerns—all while reducing manual effort.

The Solution

Vienna International Airport implemented a customized Voice of Customer (VoC) workflow using Dcipher Analytics. This AI-driven solution:

• Collected and processed feedback from multiple sources.
• Performed sentiment analysis to determine how positive or negative feedback was.
• Eliminated noise to focus on relevant insights.
• Clustered similar feedback into narrative themes, allowing the airport to track major concerns and emerging trends.
• Provided a real-time dashboard with interactive capabilities, enabling users to:
  • Monitor trends over time and track shifts in sentiment.
  • Identify key issues and growing concerns.
  • Benchmark against other airports to assess comparative performance.
  • Apply custom filters to drill down into specific topics, timeframes, or customer segments.

The Results

• Improved Customer Experience: The airport could proactively address recurring customer issues.
• Real-Time Insights: The ability to track changes over time helped identify emerging trends before they escalated.
• Competitive Benchmarking: The airport could compare performance against industry peers to maintain high service standards.
• Time Savings: Automating analysis eliminated thousands of hours of manual work, allowing staff to focus on strategic improvements.
• Data-Driven Decision-Making: Leadership teams had actionable insights to optimize services, operations, and passenger satisfaction.

The Impact

By leveraging Dcipher Analytics, Vienna International Airport transformed customer feedback into a powerful decision-making tool:

• Higher passenger satisfaction through responsive service improvements.
• More efficient operations by automating customer insight generation.
• Better resource allocation, focusing on areas with the biggest impact.
• Stronger competitive position, ensuring the airport remains a top choice for travelers.

With real-time, AI-powered analytics, Vienna International Airport can now continuously refine and enhance the traveler experience—staying ahead in the competitive aviation industry.

Ready to see how Dcipher Analytics can work for you?

Book a demo to experience the solution firsthand.

Read more about Dcipher Analytics’ CX and Voice of the Customer Analysis solution to dive deeper into its features and benefits.