Customer Satisfaction Survey Results Prepared by InfoSearch and - - PowerPoint PPT Presentation

Customer Satisfaction Survey Results

Prepared by InfoSearch and KPS3: June 15, 2014

Information To Be Covered

Objectives Methodology Respondent profile and travel

behavior

Satisfaction rating highlights: 2014

• vs. 2010, visitor vs. locals,

business vs. leisure

Recommendations and

• pportunities

But First…The Great News

56% provided highest satisfaction

rating possible, up from 42% in 2010

Of the 57 attributes rated, 46 had a

6 or higher on a 7-point scale

Of the 52 measures rated in both

years, 39 increased significantly, 13 were stable, no decreases

Top 9 largest increases in F&B No ratings <6.29 on Personnel

Objectives

Visitor characteristics Key demographics Satisfaction levels in 8 categories:

arrival, check-in, TSA, personnel, F&B, amenities, facilities, overall

Air service "wants" Visitor type differences Comparisons to 2010

Methodology

Questionnaire designed to meet

• bjectives and provide trending

with 2010

708 adult travelers completed via

intercept surveys

7-week period from March 21

through May 7 (2010 was summer travel patterns)

Methodology

Actual results close to goals: 43%

residents (40%), 39% business travelers (40-45%), gender 57% male (50-50%)

2014 compared to 2010: more

males (57 vs. 51%), fewer arriving passengers (10 vs. 22%)

Confidence interval of +/- 3.7% at

the standard 95% confidence level

Respondent Profile

43% residents/57% visitors 39% business travelers, 1/3 of

those attending a convention

10% were arriving/88% departing Three most common departure

cities: Las Vegas, LA, San Francisco

Three most common destination

cities: Las Vegas, LA, Seattle

Respondent Profile

Departing passengers headed for

44 states, 12 foreign countries

Of all visitors, 2 of 3 heading to

Reno/Sparks (half in 2010), 1 of 6 to Tahoe (23% in 2010)

90% traveling with no children,

half traveling alone, 30% with

• nly one other person

Respondent ages: 18 to 88, mean

age was 47.6 (46.7 in 2010)

Respondent Profile

73% employed, 14% retired,

4% students, 2% military, only 2% unemployed (similar mix in 2010)

1/3 high school grads, 1/3 college

grads, 1/3 some post-grad

Respondent Profile

21% had annual household income

• f <$50K, 36% with $50K to

$100K, 43% with $100K or more (same as in 2010)

Compared to RSCVA 2013 visitor

profile in which 24% had income

• f <$50K, 38% had income of

$50K to $100K, and 29% had income of $100K or more

Satisfaction Ratings

56% provided highest possible

rating up from 42% in 2010

Mean rating up to 6.38 from 6.12 46 had a rating of 6 or higher Lowest rating was "price of F&B,"

below 5 ("street plus 10%")

Top three ratings: ease of drop

• ff, space in check in lobby,

attractivenesss/décor in check in

,

Satisfaction Ratings

Of the 52 ratings in 2010, 39

increased significantly, 13 were stable, none decreased

Greatest improvements were in

F&B areas, greatest in "variety of places," selection of F&B, tables/ seating, prices, value of food for $ paid

Satisfaction Ratings

Other increases: facilities,

bathroom cleanliness, overall amenities, baggage claim, check-in décor, curbside security, quality and selection of shops, art, comfortable seating, OVERALL

Stable: TSA attributes, parking,

airport police and custodial staff, overall air service (e.g. non-stop flights)

Check-in and TSA

Most common places to check in:

counter and self-serve kiosk

Same percentage reported

checking in at airport as in 2010

All check-in attributes rated

higher than 2010, especially check-in areas

Self-reported time for TSA: 6

minutes vs. 5.6 in 2010

Check-in and TSA

TSA Pre (41%): 5.1 minutes vs.

regular TSA (59%): 6.6

Mean TSA time of 6.0 minutes

in 2014 similar to 5.6 in 2014

All TSA areas rated highly,

lower by business than leisure

TSA Pre rated all higher

Airline and Airport Personnel

All area ratings increased over

2010, highest for airline personnel and curbside security

Visitors rated curbside security

higher than residents

Over half gave highest rating to all None were below 6.29 (6.0 in

2010 and ** in 2004)

Food and Beverage

All 13 attributes rated higher than

in 2010, biggest increases in variety of places and selection

Highest (6.36) was cleanliness and

lowest (4.98) was prices

Value and prices were the two

lowest rated

Leisure travelers rated healthy

foods and variety higher

Amenities (15 and Varied)

All 15 attributes rated higher than

in 2010, biggest increase in comfortable seating

Highest ratings: Free WiFi, family

bathrooms, cleanliness of bathrooms, availability of shops, pet relief areas, free local calls

Overall rating increased from 5.76

in 2010 to 6.10

Opportunities in Amenities

39% say they'd spend more time

in restaurants if more available

Mean length of time spent in the

area beyond TSA: 63.8 minutes

3 of 6 travelers spent at least 60

minutes in area beyond TSA

They would spend more money

• n: restaurants and bars by far,

then books/news and retail shops

Opportunities in Amenities

53% said they would spend more

• n at least one type of item if

available

Visitors more likely to want

gaming and gifts

Airport Facilities

All 7 attributes increased, highest

increase in appearance/décor in gate areas

All rated above 6.0 Highest rated: ease of access and

getting around

Lowest rated: appearance/décor

• f gate areas

Overall Satisfaction

All areas increased over 2010,

with greatest for friendliness/ courtesy, safety/security, website

Highest rating (6.48) for

friendliness/courtesy

Lowest (5.88) for overall air

service, stable from 2010

Visitors rated courtesy/

friendliness and air service higher

Overall Satisfaction

Leisure travelers rated

interactive kiosks and air service higher than business travelers

Visitors and residents

gave statistically same rating for overall experience, as did leisure and business travelers

Air Service Desires

In 2014 cities in 44 states were

named (not Arkansas, Delaware, Kentucky, New Hampshire,

• S. Carolina, W. Virginia)

Statistically similar to 2010 Most named a city in California

• r West Region

Said they would on average make

2.1 visits to their stated city

Air Service Desires

Those who named a

California city said 3.2 visits, Western Region said 2.0 visits, and 1.5 visits for South Atlantic

Top 7 cities named: NYC,

Oakland, Minneapolis, San Diego, Ontario (CA), Chicago and Atlanta

Air Service Desires

Cities with highest projected rate

• f increased visitation with

non-stop flights: Oakland, SLC, Houston, San Jose, Boise

Highest mentions of overall

projected visitation: NYC, Oakland, Houston, SLC, San Jose

In 2010, San Francisco was

mentioned most

Suggestions (Open-ended)

Top 6 themes: F&B, direct flights/

air service, environment/décor, electronics/outlets, TSA, walking distance

Biggest increase in suggestion type

was environment/décor

Favorite Aspect (Open Ended)

Top 5 themes: décor/

remodel/art, location and convenient access, calm/ easy to navigate, cleanliness, relatively small size

From 2010, comments

about décor/remodel/art increased from 7 to 16%

Recommendations

Continue to assess opportunities

for amenities, shopping, F&B

• ptions/prices

Continue to look at means of

extending the décor/remodeled look into gate areas (the remodels have paid off in customer perception), outlets

Utilize data procured for air

service efforts

Recommendations

Celebrate and communicate the

excellent results and specifically, progress in areas that were targets in last survey

Continue the satisfaction survey

practice every 3 years

Thank You and Questions?