The Port Authority of New York and New Jersey

Testimonials

“The Port Authority empowers travelers to provide real-time feedback, helping us maintain high satisfaction and continually improve from curb to gate. It’s an essential part of delivering a world-class passenger experience.”
— Ray Viggiano, Manager of Aviation Customer Service Delivery, PANYNJ

“We use FeedbackNow data in our morning operations calls. It gives us an immediate pulse on what travelers are experiencing and helps us take action before problems escalate.”
— Operations Manager, PANYNJ Terminal Team

Current State

Before FeedbackNow, the Port Authority gathered sentiment through a mix of in-person surveys, emails, and social media — all of which offered limited real-time visibility. The result was a reactive model where service recovery was often delayed and trend analysis lacked the immediacy needed for operations teams to act proactively. As traveler expectations grew, the agency recognized the need for instant, location-specific data to drive higher responsiveness and support smarter infrastructure investments.

FeedbackNow Solution

PANYNJ launched its FeedbackNow program in 2018 with a simple premise: make it effortless for travelers to rate their experience with a tap and use that data to guide continuous improvement. Hundreds of touchpoints were deployed across its facilities — from restrooms to baggage claim — enabling real-time alerts and intuitive dashboards for frontline staff. The rollout required no complex installation: devices were plug-and-play, supported by battery backup, and signage was created to prevent accidental unplugging. Staff were trained to respond dynamically to alerts, and data from FeedbackNow soon became part of the operational culture.

Outcome

Since launch, the Port Authority has collected over 43 million votes and achieved a remarkable 90.1% average satisfaction rate across its airports. Newark’s Terminal A scored 93.3%, and LaGuardia’s Terminal B hit 95.6%, following major renovations and the adoption of new restroom standards. At Newark’s Terminal B, maintenance teams now actively monitor real-time alerts to deploy cleaners exactly where they’re needed.

This commitment to feedback-driven excellence has earned industry accolades, including Best Airport in the U.S. for LaGuardia and Best New Terminal in the World for Newark’s Terminal A — further validating the Port Authority’s leadership in airport experience.

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