Measuring and analysing passenger satisfaction Shanghai 28 th March - - PDF document

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Measuring and analysing passenger satisfaction Shanghai 28 th March - - PDF document

Apr 01, 2023 164 likes •273 views

1 1 Measuring and analysing passenger satisfaction Shanghai 28 th March 2008 Mark Adamson In order to analyse customer service, DKMA asks three questions Has the airport prioritized the different aspects of its service offering

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Measuring and analysing passenger satisfaction

Mark Adamson

Shanghai 28th March 2008

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In order to analyse customer service, DKMA asks three questions…

Has the airport prioritized the different aspects

  • f its service offering appropriately?

Does the airport perform well enough

  • verall and for each aspect individually?

Which factors drive overall satisfaction?

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Analyse your prioritisation of your service offering

CLEANLINESS SHOPS

POOR PERFORMANCE OR NOT IMPORTANT?

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Passengers know great service through comparison with other airports

All factors listed by ASQ ranking How your airport has really prioritised its services

ASQ rank out

  • f 115 airports

1) Shopping facilities 7 2) Ground transportation 9 3) Parking facilities value for money 18 4) Opening hours of shopping / restaurant 19 5) Restaurant facilities value for money 21 6) Availability of bank / ATM facilities 23 7) Restaurant / Eating facilities 44 8) Speed of baggage delivery service 54 9) Availability of baggage carts / trolleys 65 10) Cleanliness of airport terminal 77

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Prioritise according to best practice

How the world’s best airports prioritise their service offering

1 Cleanliness of airport terminal 2 Overall satisfaction with the airport 3 Courtesy, helpfulness of check-in staff 4 Courtesy, helpfulness of airport staff 5 Ambience of the airport 6 Availability of washrooms / toilets 7 Efficiency of check-in staff 8 Feeling of being safe and secure 9 Ease of finding your way through airport 10 Passport and visa inspection

Seoul Kuala Lumpur Hong Kong Singapore Dallas Halifax Zurich

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Compare against best practice

Underprioritising compared to best practice Overprioritising compared to best practice

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Top 4 and bottom 4 factors

Underprioritising Overprioritising Cleanliness of toilets Cleanliness of terminal Courtesy of airport staff Comfort of waiting gate areas

  • 20
  • 10
  • 10

20 Shopping facilities Passport inspection Ground transportation Availability of baggage carts

Compare against best practice

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DISSATISFIERS

Affect satisfaction when the score is LOW

  • Value for money
  • IT facilities

Score of individual service item Overall Satisfaction

  • Cleanliness of terminal
  • Ease of finding your way

SATISFIERS

Affect satisfaction when the score is HIGH

Score of individual service item Overall Satisfaction

DRIVERS

Always affect satisfaction

  • Ambience
  • Comfort of gate areas

Score of individual service item Overall Satisfaction

X VALUE FOR MONEY X TERMINAL CLEANLINESS X

How much effort should we put into each item?

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Summary

  • Identify true levels of performance
  • Learn from best practice
  • Focus on factors which drive satisfaction
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Mark Adamson

Director Tel: +41 22 354 07 50 E-mail: mark.adamson@dkma.com

Thank you !

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