SFO Airport Performance

Transcription

1 Passenger Satisfaction Report SFO Airport Performance Q2 2017

2 Focus on Q s by Rated Item Overall Satisfaction Access Check-in Passport Control Security Finding Way Airport Facilities Airport Environment Overall Satisfaction Business Leisure Other* Leisure & Other Ground transportation Parking VFM: Parking facilities Baggage carts/trolleys Check-in waiting time Efficiency of staff Courtesy of check-in staff Inspection waiting time Courtesy of inspection staff Courtesy of security staff Thoroughness Security waiting time Safe/secure feeling Ease of finding way Flight info screens Walking distance Ease of connections Courtesy of airport staff Eating facilities VFM: Eating facilities Availability Bank/ATM/exchange Shopping facilities VFM: Shopping facilities Internet / Wi-Fi Business/Executives Lounges Availability of washrooms Cleanliness of washrooms Comfort of waiting/gate areas Terminal cleanliness Airport Ambience Arrivals Passport inspection Baggage delivery speed Services Customs inspection * Other may include Education, Family visit, Religious events, etc

3 Focus on Q s by Segment Overall Satisfaction n = 1439 A International 3.98 n = 391 B Domestic 4.19 A n = 1048 C Business 4.04 n = 381 D Leisure 4.17 C n = 887 E Other* 4.11 n = 171 F Connecting 4.15 n = 337 G Not Connecting n = 1071 H 1st Class 4.24 n = 50 I Business Class n = 110 J Economy Class n = 1266 Notes: *X letter designations indicate that the segment s performance is higher than the segment identified by the letter at a statistically significant level (95%). * Other may include Education, Family visit, Religious events, etc. 3

4 Focus on Q s by Category Overall Satisfaction Access Check-in Passport/Personal ID Control Security Finding Way Airport Facilities Airport Environment Arrivals Services n = 1439 n = 925 n = 1150 n = 1150 n = 1369 n = 1482 n = 1483 n = 1480 n = 830 Notes: Responding to all questions is not mandatory, the number of respondents could be different from one category to another. To calculate the mean score within a category, each item has been considered with the same importance 4

5 SFO Airport Performance Top 5 Most Important Items Satisfied Passengers n = 1257 TOP 5 Most Important Items Among Q8 respondents Satisfied Passengers Among Q7 respondents Waiting time at security inspection % 69% Ease of finding your way through airport % 80% Waiting time in check-in queue/line % 73% Internet access/wi-fi % 73% Cleanliness of washrooms/toilets % 74% Notes: 1st most important 2nd most important 3rd most important Scores (Excellent+ Very Good) Top 5: from Q8: Which of the items listed in Question 7 are the 1 st / 2 nd / 3 rd most important to you at this airport? The figures represent the number of respondents who mention the item. Satisfied Passengers are among the respondents who mention the item as important at Q8. Satisfied Passengers among the respondents to Q7 items d on your experience today, please rate this airport on each service item. 5

6 Trend Over Time Overall Satisfaction and Rank Overall Satisfaction with the Airport Q Q Q Q Q Q Q Q Q Q Q Q Notes: The ranking is based on all ASQ participating airports for each quarter Q7. Overall Satisfaction with the airport Rank 6

7 Trend Over Time Overall Satisfaction Distribution and Rank Overall Satisfaction with the Airport % 44% 47% 46% 46% 43% 46% 44% 47% 44% 44% 43% 37% 38% 37% 38% 34% 36% 34% 36% 35% 39% 37% 37% 0.6% 0.3% 0.3% 0.1% 0.2% 0.3% 0.1% 0.1% 0.3% 0.2% 0.5% 0.2% Q Q Q Q Q Q Q Q Q Q Q Q Excellent 4 - Very good 1 - Poor Notes: The ranking is based on all ASQ participating airports for each quarter Q7. Overall Satisfaction with the airport Rank 7

8 Trend Over Time Overall Satisfaction (excl.0 s) Total Business Leisure Other* Leisure & Other Notes: * Other may include Education, Family visit, Religious events, etc. 8

9 Trend Over Time Access Ground transportation Parking VFM: Parking facilities Availability of baggage carts/trolleys Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item 9

10 Trend Over Time Check-in Check-in waiting time Efficiency of check-in staff Courtesy of check-in staff Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item 10

11 Trend Over Time Passport / ID Control Inspection waiting time Courtesy of inspection staff Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item 11

12 Trend Over Time Security Courtesy of security staff Thoroughness of inspection Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item Security waiting time Feeling of being safe/secure 12

13 Trend Over Time Finding Your Way Ease of finding way through airport Flight info screens Walking distance inside terminal Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item Ease of making connections 13

14 Trend Over Time Airport Facilities (1/2) Courtesy of airport staff Eating facilities VFM: Eating facilities Availability of bank/ ATM/exchange Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item Shopping facilities VFM: Shopping facilities 14

15 Trend Over Time Airport Facilities (2/2) Internet access/wifi Business/Executive Lounges Availability of washrooms Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item Cleanliness of washrooms Comfort of waiting/gate areas 15

16 Trend Over Time Airport Environment Terminal Cleanliness Ambience of the airport Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item 16

17 Trend Over Time Arrivals Services Passport Inspection Speed of baggage delivery Customs inspection Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item 17

18 18