Client
Sydney Airport Corporation
Sector
Transport and Infrastructure
-
Our Service
- Experience Audit
- Stakeholder Engagement
- Best Practice and Trends
- Experience Strategy
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Enhancing the Sydney Airport traveller experience.
A comprehensive framework to transform Sydney Airport’s customer experience across all touchpoints.
What we did
Brickfields Consulting conducted an in-depth analysis of Sydney Airport’s existing customer experience, combining onsite audits, stakeholder interviews and working sessions. This approach enabled us to define clear principles, standards and guidelines for consistent and positive customer experiences.
The project included developing Customer Experience Touchpoint Guidelines that positioned each terminal to reflect its audiences and Sydney’s vibrant identity whilst also ensuring minimum standards for seamless and inclusive experiences are met. Our recommendations were tailored to align with Sydney Airport’s strategic goals and brand promise, ‘to make Sydney proud every day’.
What we achieved
Our work provided Sydney Airport with a unified and actionable strategy for enhancing customer experience. The Customer Experience Guidelines delivered a roadmap for immediate improvements while setting a foundation for long-term aspirations. Key outcomes informed governance structures, customer satisfaction tracking and future enhancements. This enabled Sydney Airport to strengthen its competitive position, improve customer loyalty and ensure an experience that resonates with Sydney’s cultural and community values.
