SFO Airport Performance

Transcription

1 Passenger Satisfaction Report SFO Airport Performance Q3 2017

2 Table of Contents Methodology at a Glance p. 3 Objectives and Methodology p. 4 Participating Airports Q p. 5 SFO - Airport Performance p. 7 Number of Respondents p. 8 Focus on Q Mean Scores by Rated Item p. 9 Focus on Q Mean Scores by Segment p. 10 Focus on Q Mean Scores by Category p. 11 Top 5 Most Important Items Satisfied Passengers p. 12 Trend Over Time Overall Satisfaction Mean Score and Rank p. 13 Trend Over Time Overall Satisfaction Distribution and Rank p. 14 Trend Over Time Overall Satisfaction p. 15 Trend Over Time Access p. 16 Trend Over Time Check-in p. 17 Trend Over Time Passport / ID Control p. 18 Trend Over Time Security p. 19 Trend Over Time Finding your Way p. 20 Trend Over Time Airport Facilities p. 21 Trend Over Time Airport Environment p. 23 Trend Over Time Arrivals Services p. 24 2

3 Methodology at a Glance 3

4 Methodology at a Glance Objectives and Methodology ACI s Airport Service Quality (ASQ) is a benchmarking programme measuring passengers satisfaction while they are at the airport. The ASQ Survey s main objective is to provide the participating airports with the research tools and management information to better understand passengers views with respect to an airport s products and services: How passengers rate an airport s services; How an airport compares to others around the world by traffic type, size, region, etc.; Which aspects are of particular importance for a specific airport, and; How passengers perceptions and priorities are evolving over time. The ASQ Survey Questionnaire is composed of 55 questions including: 34 items where passengers are asked to rate specific service related topics and their overall satisfaction with the airport on a scale of 1 (poor) to 5 (excellent); Questions related to the passenger profile. The questionnaire is self-completed by randomly selected passengers at the boarding gates of pre-selected flights. Flights are selected based on destination and carrier in order to obtain a representative sample of all departures from a participating airport. The ASQ Survey is covering all operating hours of the participating airport, and each day of a week is evenly distributed between each month of a quarter. Once completed and verified, paper questionnaires are sent to ACI s research supplier where they are scanned and where the generated data are cleaned, validated and processed. Data are weighted according to the proportion of actual international traffic and actual domestic traffic, when applicable. 4

5 Methodology at a Glance Participating Airports Q (1/2) In Q3 2017, 314 airports have participated in the ACI ASQ Survey passengers have completed the ASQ Survey, including 1474 at SFO. < 2 M 2-5 M 5-15 M M M > 40 M TOTAL AFRICA ABJ, BFN, BZV, EBB, ELS, GRJ, HRE, KIM, MBA, PLZ, PNR, UTN, VFA MRU, RAK, TUN ADD, CMN, CPT, DUR, NBO JNB 22 ASIA PACIFIC BTJ, CJB, DJB, DTB, IDR, IXC, IXE, NTL, PAT, PGK, POM, PPT, TNJ, TSV, VTZ BBI, BDO, CCJ, CNS, DRW, GAU, JAI, LGK, LKO, MDC, MLE,PDG, PKU, PLM, PNH, PNK, REP, SOC, SXR, TRV ADL, AMD, BPN, CCU, CGQ, CHC, CNX, COK, GOI, HET, HLP, HYD, INC, ITM, KHN, KNO, MFM, OOL, PEN, PER, PNQ, RGN, SHE,SJW, UPG, WLG AKL, BLR, BNE, DPS, HAK, HRB, MAA, NKG, SUB, SYX, TAO, TSN, WUH CKG, DMK, GMP, HGH, KIX, MEL, NRT, XIY BKK, BOM, CAN, CGK, CTU, DEL, HKG, ICN, KMG, KUL, PEK, PVG, SHA, SIN, SYD, SZX, TPE EUROPE AES, BOO, EAS, GRO, GRX, JER, KRS, LCG, LEI, MJV, MLN, OVD, PDL, PNA, REU, SDR, SKP, SOU, SPC, VDE, VGO, VLL, XRY, ZAZ ABZ, BIO, BMA, EMA, FNC, KRK, LCY, LPL, MAH, NCL, PFO, SCQ, SVG, SVQ, TFN, TLL, TOS, TRD, TRN, VNO, ZAG ACE, AER, ALC, BGO, BLQ, BRS, BSL, BUD, CIA, EDI, ESB, FAO, FUE, GLA, GOT, IBZ, KEF, LCA, LED, LIN, LPA, LYS, MLA, MRS, NAP, NCE, OPO, OTP, PRG, RIX, SXF, TFS, TLS, VLC AGP, ARN, ATH, BRU, DUS, GVA, HAM, HEL, LIS, MXP, STN, TXL, VIE CPH, DME, DUB, MAN, ORY, OSL, PMI, SVO, ZRH AMS, BCN, CDG, FCO, LGW, LHR, MAD, MUC 109 LATIN AMERICA / CARIBBEAN BDA, CUL, CUR, KIN, LIR, MZT, POP, SAP AUA, BGI, GYE, NAS, POS, PVR, SDQ, SJD, SJO, UIO CNF, GDL, MTY, PTY, PUJ, TIJ GIG, SCL BOG 27 MIDDLE EAST NORTH AMERICA SLL AMM, BAH, MCT, MED, MHD AUH, RUH,TLV DXB LAN, PWM, YLW, YQB, YQM, YQR, YXE, YYJ, YYT ELP, GRR, YHZ, YOW, YTZ, YWG AUS, CLE, CMH, CVG, IND, JAX, PIT, SAT, SJC, STL, YEG DAL, SAN, SLC, TPA, YUL BOS, BWI, DTW, FLL, LGA, MSP, PHL ATL, DEN, DFW, EWR, JFK, LAX, SEA, SFO, YYZ TOTAL

6 Methodology at a Glance Participating Airports Q (2/2) Code Name Code Name Code Name Code Name Code Name ABJ FELIX HOUPHOUET BOIGNY AIRPORT CPT CAPE TOWN INTERNATIONAL AIRPORT IXC CHANDIGARH Intl AIRPORT NRT TOKYO NARITA AIRPORT SOC ADI SOEMARMO INTERNATIONAL AIRPORT ABZ ABERDEEN AIRPORT CTU CHENGDU AIRPORT IXE MANGALORE INTERNATIONAL AIRPORT NTL NEWCASTLE AIRPORT SOU SOUTHAMPTON AIRPORT ACE ADD ADL AER AES AGP LANZAROTE AIRPORT ADDIS ABABA ADELAIDE AIRPORT ADLER-SOCHI AIRPORT ALESUND AIRPORT MALAGA AIRPORT CUL CUR CVG DAL DEL CULIACAN AIRPORT CURACAO HATO INTERNATIONAL AIRPORT CINCINNATI NORTHERN KENTUCKY INTL AIRPORT DALLAS LOVE FIELD AIRPORT DELHI INDIRA GANDHI INTL AIRPORT JAI JAX JER JFK JNB KEF JAIPUR AIRPORT JACKSONVILLE INTERNATIONAL AIRPORT JERSEY AIRPORT JOHN F.KENNEDY INTERNATIONAL AIRPORT O R TAMBO INTERNATIONAL AIRPORT REYKJAVIK KEFLAVIK INTERNATIONAL AIRPORT OOL OPO ORY OSL OTP OVD GOLD COAST AIRPORT PORTO FRANCISCO SÁ CARNEIRO AIRPORT PARIS ORLY AIRPORT OSLO AIRPORT BUCHAREST OTOPENI AIRPORT ASTURIAS AIRPORT SPC STL STN SUB SVG SVO SANTA CRUZ DE LA PALMA AIRPORT ST LOUIS LAMBERT INTL AIRPORT MAG-LONDON STANSTED AIRPORT SURABAYA AIRPORT - JUANDA STAVANGER AIRPORT MOSCOW SHEREMETYEVO AIRPORT AKL AUCKLAND INTERNATIONAL AIRPORT DEN DENVER INTL AIRPORT KHN NANCHANG AIRPORT PAT LOK NAYAK JAYAPRAKASH AIRPORT SVQ SEVILLE AIRPORT ALC ALICANTE AIRPORT DFW DALLAS/FORT WORTH INTL AIRPORT KIM KIMBERLEY AIRPORT PDG MINANGKABAU AIRPORT SXF BERLIN SCHONEFELD AIRPORT AMD AHMEDABAD AIRPORT DJB SULTAN THAHA AIRPORT KIN KINGSTON NORMAN MANLEY INTL AIRPORT PDL PONTA DELGADA NORDELA AIRPORT SXR SRINAGAR AIRPORT AMM AMMAM AIRPORT DME MOSCOW DOMODEDOVO AIRPORT KIX OSAKA KANSAI INTERNATIONAL AIRPORT PEK BEIJING CAPITAL INTL AIRPORT SYD SYDNEY KINGSFORD SMITH AIRPORT AMS AMSTERDAM SCHIPHOL AIRPORT DMK DON MUEANG INTERNATIONAL AIRPORT KMG KUMING CHANGSHUI INTL AIRPORT PEN PENANG INTERNATIONAL AIRPORT SYX SANYA AIRPORT ARN ATH ATL AUA AUH AUS BAH BBI BCN BDA BDO BFN BGI BGO BIO BKK BLQ BLR BMA BNE BOG BOM BOO BOS BPN BRS BRU BSL BTJ BUD BWI BZV CAN CCJ CCU STOCKHOLM ARLANDA AIRPORT ATHENS ELEFTHERIOS INTL AIRPORT ATLANTA HARTSFIELD-JACKSON INTL AIRPORT ARUBA AIRPORT ABU DHABI INTERNATIONAL AIRPORT AUSTIN-BERGSTROM INTERNATIONAL AIRPORT BAHRAIN AIRPORT BIJU PATNAIK INTERNATIONAL AIRPORT BARCELONA AIRPORT L.F. WADE INTL AIRPORT- BERMUDA HUSEIN SASTRANEGARA INTERNATIONAL AIRPORT BLOEMFONTEIN AIRPORT BARBADOS BRIDGETOWN AIRPORT BERGEN AIRPORT BILBAO AIRPORT BANGKOK SUVARNABHUMI AIRPORT BOLOGNA AIRPORT BANGALORE INTERNATIONAL AIRPORT STOCKHOLM BROMMA AIRPORT BRISBANE AIRPORT El DORADO AIRPORT MUMBAI CHATRAPATI SHIVAJI INTL AIRPORT BODO AIRPORT BOSTON LOGAN INTERNATIONAL AIRPORT BALIKPAPAN AIRPORT BRISTOL AIRPORT BRUSSELS NATIONAL AIRPORT EUROAIRPORT BASEL MULHOUSE FREIBURG (BSL / EAP / MLH) SULTAN ISKANDAR MUDA INTERNATIONAL AIRPORT BUDAPEST FERENC LISZT INTL AIRPORT BALTIMORE WASHINGTON INTLAIRPORT BRAZZAVILLE AIRPORT GUANGZHOU BAIYUN INTL AIRPORT CALCUT AIRPORT KOLKATA NETAJI SUBHASH AIRPORT DPS DRW DTB DTW DUB DUR DUS DXB EAS EBB EDI ELP ELS EMA ESB EWR FAO FCO FLL FNC FUE GAU GDL GIG GLA GMP GOI GOT GRJ GRO GRR GRX GVA GYE HAK DENPASAR BALI AIRPORT DARWIN AIRPORT SILANGIT AIRPORT DETROIT METRO WAYNE COUNTY AIRPORT DUBLIN INTERNATIONAL AIRPORT KING SHAKA INTERNATIONAL AIRPORT DUSSELDORF INTERNATIONAL AIRPORT DUBAI INTERNATIONAL AIRPORT SAN SEBASTIAN AIRPORT ENTEBBE/KAMPALA AIRPORT EDINBURGH AIRPORT EL PASO AIRPORT EAST LONDON AIRPORT MAG-EAST MIDLANDS AIRPORT ESENBOGA INTERNATIONAL AIRPORT NEWARK LIBERTY INTERNATIONAL AIRPORT FARO AIRPORT ROME FIUMICINO AIRPORT FORT LAUDERDALE/HOLLYWOOD INTL AIRPORT AEROPORTO DA MADEIRA FUERTEVENTURA AIRPORT GUWAHATI AIRPORT GUADALAJARA INTERNATIONAL AIRPORT RIO DE JANEIRO - GALEAO INTL AIRPORT GLASGOW INTERNATIONAL AIRPORT SEOUL GIMPO INTERNATIONAL AIRPORT GOA AIRPORT GOTHENBURG LANDVETTER AIRPORT GEORGE AIRPORT GERONA AIRPORT GRAND RAPIDS AIRPORT F.G.L. GRANADA-JAEN AIRPORT GENEVA INTERNATIONAL AIRPORT GUAYAQUIL AIRPORT HAIKOU AIRPORT (HNA Airport Group Company) KNO KRK KRS KUL LAN LAX LCA LCG LCY LED LEI LGK LGA LGW LHR LIN LIR LIS LKO LPA LPL LYS MAA MAD MAH MAN MBA MCT MDC MED MEL MFM MHD MJV MLA KUALA NAMU AIRPORT KRAKOW JOHN PAUL II INTL AIRPORT KRISTIANSAND AIRPORT KUALA LUMPUR INTERNATIONAL AIRPORT CAPITAL REGION INTERNATIONAL AIRPORT LOS ANGELES INTL AIRPORT LARNAKA INTERNATIONAL AIRPORT LA CORUNA AIRPORT LONDON CITY AIRPORT ST PETERSBURG PULKOVO AIRPORT ALMERIA AIRPORT LANGKAWI AIRPORT LAGUARDIA LONDON GATWICK AIRPORT LONDON HEATHROW AIRPORT MILAN LINATE AIRPORT LIBERIA INTERNATIONAL AIRPORT LISBON PORTELA AIRPORT LUCKNOW AIRPORT GRAN CANARIA AIRPORT LIVERPOOL JOHN LENNON AIRPORT LYON SAINT EXUPERY AIRPORT CHENNAI INTERNATIONAL AIRPORT MADRID BARAJAS AIRPORT MENORCA AIRPORT MAG-MANCHESTER INTERNATIONAL AIRPORT MOMBASA MOI INTL AIRPORT MUSCAT SEEB INTERNATIONAL AIRPORT SAN RATULANGI INTERNATIONAL AIRPORT PRINCE MOHAMMAD BIN ABDULAZIZ INTL AIRPORT MELBOURNE AIRPORT MACAU AIRPORT MASHHAD INTERNATIONAL AIRPORT MURCIA AIRPORT MALTA INTERNATIONAL AIRPORT PER PFO PGK PHL PIT PKU PLM PLZ PMI PNA PNH PNK PNQ PNR POM POP POS PPT PRG PTY PUJ PVG PVR PWM RAK REP REU RGN RIX RUH SAN SAP SAT SCL PERTH AIRPORT PAPHOS INTERNATIONAL AIRPORT DEPATI AMIR AIRPORT PHILADELPHIA INTL AIRPORT PITTSBURGH INTERNATIONAL AIRPORT PEKANBARU AIRPORT PALEMBANG AIRPORT PORT ELIZABETH AIRPORT PALMA MALLORCA SON SANT JOAN AIRPORT PAMPLONA AIRPORT PHNOM PENH AIRPORT SUPADIO INTERNATIONAL AIRPORT PUNE AIRPORT POINTE NOIRE AIRPORT JACKSONS AIRPORT GREGORIO LUPERON INTL AIRPORT PORT OF SPAIN PIARCO INTL AIRPORT PAPEETE AIRPORT PRAGUE AIRPORT TOCUMEN INTERNATIONAL AIRPORT PUNTA CANA AIRPORT SHANGHAI PU DONG AIRPORT LICENCIADO GUSTAVO DIAZ ORDAZ INTERNATIONAL AIRPORT PORTLAND INTL JETPORT MARRAKECH MENARA AIRPORT SIEM REAP AIRPORT REUS AIRPORT YANGON INTL AIRPORT RIGA INTL AIRPORT KING KHALID RIYADH AIRPORT SAN DIEGO INTERNATIONAL AIRPORT SAN PEDRO SULA AIRPORT SAN ANTONIO INTERNATIONAL AIRPORT ARTURO MERINO BENITEZ INTERNATIONAL AIRPORT SZX TAO TFN TFS TIJ TLL TLS TLV TNJ TOS TPA TPE TRD TRN TRV TSN TSV TUN TXL UIO UPG UTN VDE VFA VGO VIE VLC VLL VNO VTZ WLG WUH XIY XRY YEG YHZ SHENZHEN AIRPORT QINGDAO INTERNATIONAL AIRPORT TENERIFE NORTE AIRPORT TENERIFE SUR AIRPORT TIJUANA INTERNATIONAL AIRPORT TALLINN AIRPORT TOULOUSE-BLAGNAC AIRPORT TEL AVIV BEN GURION INTERNATIONAL AIRPORT RAJA HAJI FISABILILAH INTERNATIONAL AIRPORT TROMSO AIRPORT TAMPA INTERNATIONAL AIRPORT TAIWAN TAOYUAN INT AIRPORT TRONDHEIM AIRPORT TURIN AIRPORT THIRUVANANTHAPURAM AIRPORT TIANJIN AIRPORT TOWNSVILLE AIRPORT TUNIS CARTHAGE INTL AIRPORT BERLIN TEGEL AIRPORT QUITO AIRPORT UJUNG PANDANG MAKASAR AIRPORT UPINGTON AIRPORT VALVERDE AIRPORT VICTORIA FALLS INTERNATIONAL AIRPORT VIGO AIRPORT VIENNA INTERNATIONAL AIRPORT VALENCIA AIRPORT VALLADOLID AIRPORT VILNIUS INTL AIRPORT VISAKHAPATNAM AIRPORT WELLINGTON AIRPORT WUHAN AIRPORT XI'AN XIANYANG INTL AIRPORT JEREZ DE LA FRONTERA AIRPORT EDMONTON INTERNATIONAL AIRPORT HALIFAX INTERNATIONAL AIRPORT CDG PARIS CHARLES DE GAULLE AIRPORT HAM HAMBURG FUHLSBUETTEL AIRPORT MLE VELANA INTERNATIONAL AIRPORT SCQ SANTIAGO DE COMPOSTELA AIRPORT YLW KELOWNA AIRPORT CGK JAKARTA SOEKARNO-HATTA AIRPORT HEL HELSINKI VANTAA AIRPORT MLN MELILLA AIRPORT SDQ SANTO DOMINGO LAS AMERICAS AIRPORT YOW OTTAWA MCDONALD CARTIER INTL AIRPORT CGQ CHANGCHUN AIRPORT HET HOHHOT AIRPORT MRS MARSEILLE PROVENCE AIRPORT SDR SANTANDER AIRPORT YQB QUEBEC CITY JEAN LESAGE INTL AIRPORT CHC CHRISTCHURCH INTERNATIONAL AIRPORT HGH HANGZHOU AIRPORT MRU MAURITIUS AIRPORT SEA SEATTLE/TACOMA INTERNATIONAL AIRPORT YQM GREATER MONCTON INTERNATIONAL AIRPORT CIA CIAMPINO-G.B. PASTINA INTL AIRPORT HKG HONG KONG INTERNATIONAL AIRPORT MSP MINNEAPOLIS INTERNATIONAL AIRPORT SFO SAN FRANCISCO INTERNATIONAL AIRPORT YQR REGINA AIRPORT CJB COIMBATORE INTERNATIONAL AIRPORT HLP HALIM PERDANAKUSUMA INTERNATIONAL AIRPORT MTY MONTERREY MARIANO ESCOBEDO AIRPORT SHA SHANGHAI HONGQIAO AIRPORT YTZ BILLY BISHOP TORONTO AIRPORT CKG CHONGQING JIANGBEI INTL AIRPORT HRB HARBIN AIRPORT MUC MUNICH INTERNATIONAL AIRPORT SHE SHENYANG TAOXIAN AIRPORT YUL MONTREAL P. ELLIOTT TRUDEAU INTL AIRPORT CLE CLEVELAND HOPKINS INTL AIRPORT HRE HARARE INTERNATIONAL AIRPORT MXP MILAN MALPENSA AIRPORT SIN SINGAPORE CHANGI AIRPORT YWG WINNIPEG INTERNATIONAL AIRPORT CMH COLUMBUS INTL AIRPORT HYD GMR HYDERABAD RAJIV GANDHI INT AIRPORT MZT MAZALTAN AIRPORT SJC SAN JOSE INT AIRPORT YXE SASKATOON AIRPORT CMN MOHAMMED V INTERNATIONAL AIRPORT IBZ IBIZA AIRPORT NAP NAPLES CAPODICHINO AIRPORT SJD LOS CABOS INTERNATIONAL AIRPORT YYJ VICTORIA INTERNATIONAL AIRPORT CNF TANCREDO NEVES-CONFINS AIRPORT ICN SEOUL INCHEON INTERNATIONAL AIRPORT NAS NASSAU INTERNATIONAL AIRPORT SJO SAN JOSE JUAN SANTAMARIA AIRPORT YYT ST JOHN'S AIRPORT CNS CAIRNS INTERNATIONAL AIRPORT IDR DEVI AHILYABAI HOLKAR AIRPORT NBO NAIROBI JOMO KENYATTA INTLAIRPORT SJW SHIJIAZHUANG ZHENGDING INTERNATIONAL AIRPORT YYZ TORONTO LESTER B PEARSON INTL AIRPORT CNX CHIANG MAI AIRPORT INC YINCHUAN HEDONG INTERNATIONAL AIRPORT NCE NICE AIRPORT SKP SKOPJE AIRPORT ZAG ZAGREB AIRPORT COK COCHIN INTL AIRPORT IND INDIANAPOLIS AIRPORT NCL NEWCASTLE AIRPORT SLC SALT LAKE CITY INTL AIRPORT ZAZ ZARAGOZA AIRPORT CPH COPENHAGEN AIRPORT ITM OSAKA ITAMI AIRPORT NKG NANJING AIRPORT SLL SALALAH AIRPORT ZRH ZURICH AIRPORT 6

7 7

8 Number of Respondents In Q3 2017, 1474 questionnaires were collected at SFO Overall Satisfaction Access Check-in Passport Security Finding Your Way Total 1,421 Business (1) 301 Leisure (1) 942 Other (1) 178 Ground transportation to/from airport 706 Parking facilities 155 Value for money of parking facilities 134 Availability of baggage carts/trolleys 408 Waiting time in check-in queue/line 1,106 Efficiency of check-in staff 1,093 Courtesy and helpfulness of check-in staff 1,092 Waiting time at passport/personal ID inspection 1,081 Courtesy and helpfulness of inspection staff 1,074 Courtesy and helpfulness of security staff 1,229 Thoroughness of security inspection 1,230 Waiting time at security inspection 1,266 Feeling of being safe and secure 1,279 Ease of finding your way through airport 1,445 Flight information screens 1,372 Walking distance inside the terminal 1,442 Ease of making connections with other flights 362 Airport Facilities Airport Environment Notes: Airport Arrivals Courtesy and helpfulness of airport staff 1,178 Restaurant/Eating facilities 1,128 Value for money of restaurant/eating facilities Availability of bank/atm facilities/money changers 1, Shopping facilities 746 Value for money of shopping facilities 690 Internet access/wi-fi 1,000 Business/Executive lounges 235 Availability of washrooms/toilets 1,330 Cleanliness of washrooms/toilets 1,309 Comfort of waiting/gate areas 1,420 Cleanliness of airport terminal 1,438 Ambience of the airport 1,424 Passport/ID inspection 680 Speed of baggage delivery 669 Customs inspection 510 (1) Q7 Overall Satisfaction is filtered by Q4 Main Reason for this air trip. Responding to all questions is not mandatory, the number of respondents could be different for each item and it could be lower than the total number of completed questionnaires. s with less than 30 respondents are highlighted in light grey. This boundary n<30 is only a rule of thumb frequently used in statistics to delimit Small Samples. 8

9 Focus on Q Mean Scores 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

10 Focus on Q Mean Scores by Segment Overall Satisfaction 4.09 n = 1421 A International 3.98 n = 382 B Domestic 4.13 A n = 1039 C Business 3.98 n = 301 D Leisure 4.16 CE n = 942 E Other* 3.95 n = 178 F Connecting 4.17 G n = 390 G Not Connecting 4.06 n = 999 H 1st Class 4.16 n = 50 I Business Class 3.91 n = 90 J Economy Class 4.10 I n = 1272 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. 10

11 Focus on Q Mean Scores by Category Overall Satisfaction Access Check-in Passport/Personal ID Control Security Finding Way Airport Facilities Airport Environment Arrivals Services n = 1421 n = 886 n = 1147 n = 1105 n = 1328 n = 1468 n = 1467 n = 1460 n = 822 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 11

12 SFO Airport Performance Top 5 Most Important Items Satisfied Passengers n = 1239 TOP 5 Most Important Items Among Q8 respondents Satisfied Passengers Among Q7 respondents Ease of finding your way through airport % 80% Waiting time at security inspection % 68% Waiting time in check-in queue/line % 73% Internet access/wi-fi % 69% Cleanliness of washrooms/toilets % 70% 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. 12

13 Trend Over Time Overall Satisfaction Mean Score and Rank Overall Satisfaction with the Airport Q Q Q Q Q Q Q Q Q Q Q Q Mean Score Notes: The ranking is based on all ASQ participating airports for each quarter Q7. Overall Satisfaction with the airport Rank 13

14 Trend Over Time Overall Satisfaction Distribution and Rank Overall Satisfaction with the Airport % 47% 46% 46% 43% 46% 44% 47% 44% 44% 43% 46% 38% 37% 38% 34% 36% 34% 36% 35% 39% 37% 37% 33% 0.3% 0.3% 0.1% 0.2% 0.3% 0.1% 0.1% 0.3% 0.2% 0.5% 0.2% 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 14

15 Trend Over Time Overall Satisfaction Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score (excl.0 s) Total Business Leisure Other* Leisure & Other Notes: * Other may include Education, Family visit, Religious events, etc. 15

16 Trend Over Time Access Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 16

17 Trend Over Time Check-in Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 17

18 Trend Over Time Passport / ID Control Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 18

19 Trend Over Time Security Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 19

20 Trend Over Time Finding Your Way Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 20

21 Trend Over Time Airport Facilities (1/2) Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 21

22 Trend Over Time Airport Facilities (2/2) Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 22

23 Trend Over Time Airport Environment Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 23

24 Trend Over Time Arrivals Services Q3/2016 Q4/2016 Q1/2017 Q2/2017 Q3/ Mean Score 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 24

25 25