As the world’s most awarded airport, Changi Airport is constantly implementing initiatives to provide customers with a stress-free, personalised and positively-surprising experience. This customer-centric philosophy has been the driving force behind the various amenities, facilities and services thoughtfully provided at the airport.
In line with World Toilet day on 19 November, one such feature you may have noticed when using the washrooms in the airport is an interactive easy-to-use touchscreen, located next to the exit of the washroom, which enables users to tap their feedback. But did you know that this is far more than a basic rating system? This technology-driven initiative, known as Instant Feedback System (IFS), is capable of sending an immediate alert to the cleaning crew for swift action, if needed!
The IFS works by first asking customers to rate the cleanliness of the washroom on a five-point scale from Excellent to Very Poor. A less than satisfactory rating will then prompt users to indicate the reasons for their rating with a list of eight on-screen icons such as “Wet floor”, “Foul Smell” and “No Toilet Paper”, amongst others. Subsequently, a mobile alert will be transmitted to the cleaning supervisor’s smartphone, who can then initiate immediate action such as cleaning up a wet floor or replenishing toilet paper. With this, users’ feedback is addressed soonest possible and service disruption is minimised.