AtYourGate — Improving Passenger Experience

When we launched AtYourGate we had one goal in mind: to bring the on-demand ordering and delivery experience into the airport to improve passenger experience.

And now, nearly one year in and operating at five airports, we’re glad to say: it’s working!

We recently began measuring our Net Promoter Score® by emailing surveys to our customers the day after they make their first order from the AtYourGate app.

Net Promoter Score® (NPS) was proposed in 2003 by Fred Reichheld with an article in the Harvard Business Review that took the c-suite by storm. The premise is simple: ask a single question about likelihood to recommend and use it as an effective proxy for customer loyalty and satisfaction. In the following 14 years, the metric has been adopted widely by thousands of executives around the world looking for a simple KPI to track customer relationships.

According to researchers (and a quick perusal of NPSBenchmarks.com), an NPS score of greater than 70 is “world class.”

So, how’d we do?

Our NPS Score (as of this post’s date, results are based on email surveys sent to all of our existing customers, some sent within a day of purchase, and the rest “backfilled” to include customers from day one.)

Needless to say, we’re thrilled with this score. We consider ourselves “customer-obsessed,” and we’re glad to see our commitment to service and hospitality paying off.

Even better, our NPS tool (we’re using Retently and recommend them highly) allows us to collect feedback from our customers after their NPS results are submitted.

Here’s a sample of some of the feedback we’ve collected:

“The choice of food in our area was terrible not hot food available. At your gate was cheap easy to use and super speedy. The delivery guy found me instantly!”
“The service was great. I was able to get food that was not available within my area of the airport, and was more convenient to bring onto the plane to eat at a later time.”
“It was a bit of a wait since I was ordering from a far location, but the person who did the delivery was very friendly and polite so it was a great experience. Will definitely use @yourgate again.”
“Everything went great and very fast. It was delivered even before the time allotment.”
“Creative idea. It’s very convenient, no standing in line to order/get food, no walking around multiple terminals to find the best food, while juggling luggage and other items.”
“Outstanding Customer Service”
“They were friendly and fast”
“The service is great! The delivery personnel are awesome! Very convenient when you can’t get away from your office for lunch! Thank You and Happy Holidays!!”
“Friendly staff, timely delivery”
“Excellent service. Delivery girl went above and beyond by tracking down a side of marinara from another vendor (since the vendor I ordered from didn’t have any). I was super impressed.
“It worked exactly as advertised, it was great!”

And, this writer’s personal favorite:

“COULDNT BELIEVE THE CONCEPT! BETTER FOOD DELIVERED TO ME AT MY GATE…WHAT A HOOT!”

(Seriously, if you wrote this give me a call — there’s a marketing position open.)

Just for fun, we took these comments and popped them into a word cloud to see what we had:

Years ago we wrote a Brand Essence statement that contained quite a few of these words, and now we’re delivering on that promise.

These results serve to reenergize us around our first principle: to make the passenger experience the best it can be, and as we roll into 2019 expect us to continue to dig in and focus on every aspect of what makes ours a great experience.

Sit back and relax; we got this. We’re AtYourGate.