Beyond the Response: Turning Location and Device Data into Experience Insights
Feedback is more than words on a screen. It is where and how those words are shared.
At Cincinnati/Northern Kentucky International Airport, each survey completion tells a spatial story. Heat maps reveal high-traffic zones. Device data shows how travelers engage. Together, those signals transform simple survey responses into a live pulse of passenger experience. With Infotap, feedback is not just collected. It is mapped, measured, and understood in context.
Why Location and Device Context Matter
Every response comes with built-in context. A satisfaction score of 3.8 out of 5 means something different when it comes from Concourse B during a peak travel period than when it comes from Concourse A during an off-peak morning. Without location and timing context, aggregate scores flatten the story. With it, the data becomes operationally specific and immediately actionable.
Understanding Where Guests Engage
Location data associated with survey completions reveals where in the venue guests are most engaged with feedback opportunities. High completion zones indicate strong guest attention and positive experience conditions. Low completion zones may indicate operational friction, wayfinding challenges, or connectivity issues. This spatial picture of engagement patterns gives facility teams a data-backed view of where the guest experience is strongest and where it needs attention.
Device Data and Respondent Demographics
Device type data provides a demographic signal without requiring guests to self-identify. The mix of iOS and Android devices among survey completers reflects the demographic composition of the guest population at a given time. For airport operators monitoring passenger demographics across different flight periods, this passive signal adds dimension to the explicit survey responses without creating additional friction for the guest.
The CVG Application
CVG International Airport uses Infotap's location-aware survey data to understand how passenger experience varies across terminals and concourse areas. When satisfaction scores in a specific area trend downward over consecutive survey periods, the location context tells the operations team exactly where to investigate. This precision reduces the investigation time from days of manual observation to hours of data review.
Connecting Context to Action
The combination of what guests say, where they said it, and how they engaged with the survey creates an operational intelligence layer that no standalone feedback system provides. Venue operators who use location and device context alongside survey response data move from general awareness to precise, location-specific operational intelligence that drives faster and more targeted improvements.
