SITA FeedbackAnalyzer | SITA



FeedbackAnalyzer offers a simple, low-cost, real-time passenger satisfaction gauge to ensure service quality KPIs at all stages of the airport passenger journey.

Accessible via workstations and mobile devices, FeedbackAnalyzer provides a single point of access to real-time customer analytics and can be configured with data triggers to prompt corrective actions.

FeedbackAnalyzer is easy to implement and highly scalable, with a single gateway collecting customer satisfaction analytics from multiple wireless voting stations. 

FeedbackAnalyzer provides:

  • The simplest way for passengers to express their satisfaction or frustration
  • Enhanced visibility of customer satisfaction data to trigger corrective actions
  • Configurable alerting service to designated staff e.g. negative voting patterns

This product is available through SITA's ATI Cloud.

29% of airports conduct digital-based passenger surveys, in three years 77% of airports will. 

How it helps

SITA FeedbackAnalyzer’s data is available in real-time, enabling fast corrective actions through a low-cost solution which is easy to install and maintain across multiple airport touchpoints.

Key features

  • Wireless voting boxes (with or without stands) and gateways
  • Real-time alerting service to prompt corrective actions
  • Online tools to support improvement efforts, including configurable widgets, push reports and alerts, all accessible via workstations and mobile app
  • Software-as-a-service (SaaS) cloud-based architecture


  • Speedier resolution of passenger pain points through corrective actions enabled by real-time data access
  • Richer actionable insights for planning, through correlation of passenger satisfaction data with other data sources
  • Faster improvement of passenger satisfaction and Airport Service Quality scores from real-time data
  • Provides key data vital to address areas needing specific attention and to measure improvements
  • Improved passenger perception by expressing feedback in a simple way

Why us?

FeedbackAnalyzer uniquely works in real-time, with one second between passenger feedback entry and its availability in reporting tools, enabling faster alerts for corrective actions.

Enhanced planning insights are gained from the correlation of customer satisfaction data with passenger processing and flight data through improved analysis and trends identification.

FeedbackAnalyzer is the most scalable solution, with a single gateway supporting multiple wireless voting stations, providing the most cost effective solution for multiple touchpoints.

SITA Global Services

FeedbackAnalyzer is supported by a dedicated multilingual operations team which provides monitoring and support 24/7/365 from command centers in Montreal and Singapore, ensuring global business continuity through a flexible service model. Our monitoring service ensures your IT systems are reliable and available, around the clock, around the world.

Our experts proactively monitor your infrastructure, identifying and resolving problems often before they impact your services.

29% of airports conduct digital-based passenger surveys, in three years 77% of airports will. 

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