Qmeter is a passenger experience measurement platform for airports. It collects feedback through smiley feedback terminals in washrooms and concourses, QR codes at gates, post-flight SMS and web surveys — in 100+ languages — and routes every low score to the right team as a tracked ticket, so a dirty washroom becomes a cleaning dispatch, not a monthly statistic.
Aligned with the ASQ framework’s eight service-quality categories. Built for multi-terminal hubs that need on-premise control — and for regional airports that want to be live this week. No consultants, no five-figure surprise.
Four problems we hear from airport operators — none of them solved by another annual passenger survey.
An airport-wide satisfaction number tells you nothing a duty manager can act on. Which terminal, which zone, which hour produced today's unhappy passengers stays invisible — and the average buries the washroom that has been failing since 06:00.
A washroom is re-judged every time the door opens. A quarterly survey cannot dispatch a cleaner; by the time the report lands, thousands of passengers have already formed their opinion. Fixed-point feedback with instant dispatch is the only measurement that matches the pace.
They queue, they frown, they skip the coffee and the duty-free browse — and they board without saying a word. Where routes overlap, a poor journey typically shapes which airport and which airline gets chosen next time. Silence is not satisfaction; it is unmeasured churn.
The daily average looks fine because the afternoon was quiet. The 05:30 departure bank — where the queues formed and the washrooms overflowed — is what passengers remember and review. Without hour-slot measurement, the worst ninety minutes of the day never show up in the data.
The measurement areas international airport service-quality programmes typically track — covered out of the box, each one scoped to a terminal, zone, airline and hour slot.
Queue and counter experience per airline and hour slot — the first impression, timed and scored.
How the search actually felt: speed, courtesy, clarity. A kiosk at the reclaim tables catches it seconds later.
Can passengers find the gate, the transfer desk, the exit? Low scores map to the zones where people get lost.
The classic smiley feedback terminal at the door — one tap, and a low score dispatches cleaning while it still matters.
Seating, charging, crowding, boarding order at the gate — scored by QR exactly where the waiting happens.
The last impression: reclaim wait and belt experience, captured in the hall while passengers are still standing there.
Helpfulness of security, information and airline staff — separable by zone, so praise and problems land on the right team.
Connectivity, noise, temperature, overall terminal feel — the environment scores that frame every other touchpoint.
Connection wayfinding, transit security, time pressure — the journey your transfer passengers judge you hardest on.
Because every response carries its terminal, zone, airline and hour slot, the dashboard compares terminal against terminal, airline against airline and the 06:00 departure bank against the afternoon lull — live, not in next quarter’s report.
ACI’s Airport Service Quality (ASQ) programme — quarterly survey waves at more than 400 airports in over 110 countries — scores 34 service attributes across eight categories. Qmeter maps every touchpoint to those same eight categories and measures them continuously, every day between the official waves.
Kerb, parking and public-transport arrival — QR points at entrances catch the journey’s first score.
Queue time and counter courtesy per airline and hour slot, measured right in the check-in hall.
Border queue and officer interaction — captured seconds later, while the experience is fresh.
Speed, courtesy and clarity of the screening, scored at the recompose tables just beyond it.
Wayfinding and signage scores that map to the exact zones where passengers get lost.
Washrooms, seating, shops and Wi-Fi — the smiley feedback terminal’s home ground.
Cleanliness, ambience, noise and temperature — the scores that frame every other touchpoint.
Immigration, baggage reclaim and the arrivals hall — the last impression, measured in place.
An ASQ result arrives after the quarter is over — too late to fix the washroom that dragged it down in week two. Airports that climb the rankings treat the official survey as the scoreboard and run their own live measurement between waves: find the failing zone this morning, dispatch the fix today, and walk into the next wave — and the next award season — already knowing the weak spots are closed.
ASQ (Airport Service Quality) is a programme of ACI, Airports Council International. Qmeter is an independent platform — not affiliated with, endorsed by or certified by ACI — that supports an airport’s own continuous measurement alongside the official ASQ surveys.
From the washroom door to the baggage belt — one pipeline, four capture points, every low score accounted for.
Smiley feedback terminals at washroom exits, security reclaim and baggage halls take one anonymous tap — no login, no app. They keep collecting when the network drops and sync automatically when it returns.
A QR code at the gate turns waiting time into feedback time, in 100+ languages. Score it as SLI (Satisfaction Level Indicator), NPS or CSAT per touchpoint — the same scale across every terminal.
SMS and email surveys reach passengers after departure or arrival — including transfers — so the journey-level picture completes what the fixed points started.
A poor washroom score opens a cleaning ticket automatically, routed to the duty team with SLA timers and escalation. Duty managers watch the live terminal view; nothing waits for the monthly report. Full mechanics on the closed-loop ticketing page.
The duty manager’s view: zones compared live, hour slots flagged, and this morning’s washroom problem already a dispatched cleaning ticket.
No borrowed statistics — your own numbers. Move the sliders; the maths is transparent and every figure comes from your inputs.
Airports trade in time and mood. A passenger held in a slow queue or put off by a poor washroom typically spends less on the concourse — and where routes overlap, a bad journey quietly influences which airport, and which airline, gets chosen next time.
You cannot staff every corridor at every peak — but you can measure all of them in real time and dispatch the fix while the passenger is still in the building.
Sizes your plan — plans are billed by responses per year.
Non-aeronautical spend plus the journeys they influence — your own figure.
Example: if you save 10 out of every 100 you catch, set 10%.
protected per year, after Qmeter's cost
An estimate computed from your own inputs — not a guarantee or forecast of results. Adjust the sliders to match your numbers.
Qmeter’s pricing is on one page — the Web Feedback plan, billed on responses, is exactly the cost side of the calculator above, at list price. Washroom and gate kiosks are an optional add-on. You already know what a satisfied passenger is worth on your concourse.
Passenger data in an international terminal is not an asset to mine — it is a liability to protect. The platform treats it that way by default.
Kiosk and QR feedback needs no login and no personal data. Passengers rate the moment, not hand over an identity.
Where contact details are collected — post-flight SMS, email surveys — AI analysis sees masked content only, never raw passenger PII.
Right-to-be-forgotten deletion flows and retention-based anonymisation are built into the platform, not bolted on.
Operators whose data cannot leave their own infrastructure can deploy Qmeter on their own servers with the same feature set.
The full data-protection picture — masking, deletion flows, retention and deployment options — is on the security & GDPR page.
Airport feedback software collects passenger feedback across the terminal journey — check-in, security, wayfinding, washrooms, gates, baggage — and turns low scores into actions. Qmeter combines smiley kiosks, QR codes at gates, post-flight SMS and web surveys in 100+ languages with closed-loop ticketing, so a poor washroom score becomes a cleaning dispatch within minutes rather than a line in a monthly report. New to the metrics? The NPS vs CSAT vs CES guide explains when to use each.
Actual vs perceived waits at security, check-in and border control — and how zones compare hour by hour.
→Why the washroom is the highest-leverage meter in the terminal, and how smiley kiosks drive live cleaning dispatch.
→Methods and metrics across the whole journey — from kerb to gate — and how programmes turn scores into action.
→The metrics, collection channels and five-step plan behind a passenger voice programme that actually changes operations.
→Terminal plus analytics versus terminal plus QR, SMS, email, closed-loop ticketing and public pricing — the honest side-by-side.
→Cleaning dispatch, SLA timers, escalation chains and the audit trail behind every low score, in full detail.
→Thresholds, live dashboards and alerting — how the terminal ops view stays current to the minute.
→PII masking, deletion workflows, retention anonymisation and the on-premise option, explained.
→Lounges, hotels and food & beverage — the same closed loop across your commercial partners.
→Store-level feedback for travel retail — where the recovered passenger actually spends.
→Start a 14-day free trial — no credit card. AI builds your first passenger survey from your profile; washroom and gate kiosks join whenever you are ready.