Athens International Airport. Our Undercover Agency Reports Mystery Shopping 2005

Transcription

1 Athens International Airport Our Undercover Agency Reports Mystery Shopping 2005

2 Background The Airport community is a diverse set of entities, comprising 300 enterprises in total, including services that vary considerably, resulting in customer expectations that also vary greatly. AIA employees, airlines, handlers & concessionaires need to smoothly cooperate in order to provide qualitative services to the end users the passengers. Teamwork is fervently needed in order to assure a consistent delivery of service quality

3 Why Mystery Shopping? Mystery Shopping provides a truly objective measure of real customer experience at any one point in time - and over time

4 Areas of Investigation Reliability (the ability to perform the promised service dependably and accurately) Assurance (The knowledge and courtesy of employees and their ability to convey trust and confidence) Empathy (The caring, individualized attention provided to customers) Responsiveness (the willingness of the employees to help customers and provide prompt service) Tangibles (the appearance, effective service and communications materials)

5 Methodological Approach A typical passenger, upon visiting the airport has the opportunity to be exposed to various points of service (service units) and each contact influences his/her perception of delivered service. Parking Facilities IT&T Facilities Check-in Washrooms Business Center Porter Services Commercial Services Catering Facilities Retail Facilities Security Staff Boarding Pass Sales Desks Information Services Departure Gates Baggage Reclaim Lost & Found Baggage Trolleys

6 Airport s Overall Evaluation Check-in Gate F&B Porter L&F Ticket Sales Arrival Info Call Center Valet Parking ATH Airport %

7 Examined Service Elements Staff attitude Courtesy Interest Response Procedure Procedural effectiveness Time efficiency Desk & Ambience Cleanliness Orderliness

8 Check-in Staff Attitude (Courtesy, Interest, Response) more interest & responsiveness points less courtesy points Check-in staff Domestic International Intra Schengen Extra Schengen

9 Check-in Staff Attitude per Region (Courtesy, Interest, Response) more responsiveness points less courtesy points Check-in Int average Asia EU North America Eastern Europe Middle East Africa

10 Check-in Procedures Procedural effectiveness Effective 83% Time efficiency Non-effective 17% In most of the cases prohibited items haven t been mentioned during the check-in stage More than 15 mins 17% mins 7% Less than 2 mins 23% 5-10 mins 17% 1-5 mins 36%

11 Ticket Sales Desk Staff Attitude (Courtesy, Interest, Response) more interest & responsiveness points more interest & responsiveness points Ticket sales staff Domestic International Intra Schengen Extra Schengen

12 5.00 Ticket Sales Desk Staff Attitude per Region (Courtesy, Interest, Response) less courtesy, interest & responsiveness points less courtesy -0.23points very low evaluation in summer points Ticket sales int average Asia EU North America Eastern Europe Middle East Africa

13 Ticket Sales Desk Procedures Procedural effectiveness Effective 81% Time efficiency Non-effective 19% More than 15 mins mins 3% 1% 5-10 mins 4% 1-5 mins 27% Less than 2 mins 65%

14 Gate Staff Attitude (Courtesy, Response) less more courtesy responsiveness points points less courtesy & responsiveness points Gate staff Domestic International Intra Schengen Extra Schengen

15 Gate Staff Attitude per Region (Courtesy, Response) less courtesy & responsiveness more courtesy points points less courtesy points Gate staff int average Asia North America Middle East Eastern Europe EU Africa

16 Gate Procedures Announcements Amouncement s were made 83% Boarding efficiency No announcement were made 17% Boarding according to seating 60% Massive boarding 40%

17 Staff Attitude per Travel Stage (Courtesy, Interest, Response) L&F staff attitude Check-in staff attitude Ticket Sales staff attitude Gate staff attitude