“Shocking transparency”

Have you ever been held up at security at the airport? I know I have. More times than I care to think about.

The other day I was held up at Heathrow waiting for some people – with a treasure chest of metal – to pass screening.

But 2 things caught my eye that I think are GREAT.

First, check out this fantastic feedback button system. I can vaguely recall research showing that allowing people to complain painlessly does reduce the tension at the time of a bad expericence.

Here is the second thing. And it’s even more surprising to see at an airport of all places: Feedback…

I bet you performance improves at this terminal, just by having the combination of feedback and reporting.

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