GUEST EXPERIENCE MANAGEMENT AND PASSENGER AMENITIES SURVEY FEBRUARY 2017

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1 GUEST EXPERIENCE MANAGEMENT AND PASSENGER AMENITIES SURVEY FEBRUARY 2017

2 BREAKDOWN OF RESPONDING AIRPORTS 15.94% 25 U.S. Large Hub Airports 36.23% 10.14% 14 U.S. Medium Hub Airports 12 U.S. Small Hub Airports 17.4% 7 U.S. Non-Hub Airports 20.29% 11 Canadian Airports

3 SECTION 1 STRATEGIC APPROACH TO CUSTOMER EXPERIENCE MANAGEMENT AIRPORT WIDE

4 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small There is a customer service emphasis on the airport mission, vision, brand, and the airport's service delivery strategy. There is a recognized customer service culture embraced by the entire airport community. Customer service is visible in the airport operator's organizational structure. Customer service is integrated in all airport decisions. Customer experience management standards are published and integrated in the ways the airport does business RESPONDING AIRPORTS

5 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small The airport develops a customer service plan that supports the airport's master and business plans and is integrated with the airport's budget. The airport has established proactive forums to collaborate on customer service with stakeholders, business partners, and others in the airport community. Airport management decision-making on customer service issues is supported by data. The airport has adopted a hospitality model when delivering and developing the customer service strategy RESPONDING AIRPORTS

6 SECTION 2 GUEST EXPERIENCE MANAGEMENT PROGRAMS

7 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small PERFORMANCE MANAGEMENT PROGRAMS Mystery Shopping Inspections Customer Satisfaction Surveys Proactive approaches to share customer feedback and improve performance airport-wide Reward and recognition programs for stakeholders and business partners RESPONDING AIRPORTS

8 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small EMPLOYEE ENGAGEMENT AND EMPOWERMENT PROGRAMS Customer Service Training Programs Employee Surveys and Feedback Tools Reward and Recognition Programs RESPONDING AIRPORTS

9 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small CUSTOMER SERVICE PROGRAMS Volunteer Programs Internship Programs Animal Therapy Programs Stranded Passenger Programs RESPONDING AIRPORTS

10 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small USE OF TECHNOLOGY TO IMPROVE SERVICE Digital Wayfinding and Signage Airport Website Airport Mobile App Use of beacons to monitor wait times at security checkpoints RESPONDING AIRPORTS

11 U.S. Large U.S. Medium U.S. Non-Hub Canadian U.S. Small USE OF SOCIAL MEDIA FOR CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER FEEDBACK / ENGAGEMENT Use of a customer relationship management (CRM) platform Social media programs that respond to passenger issues in real-time Use of social media feedback as customer service data for decision-making RESPONDING AIRPORTS

12 SECTION 3 PASSENGER AMENITIES AND SERVICES 91 AMENITIES AND PASSENGER SERVICES

13 TOP 10 PASSENGER SERVICES AND AMENITIES 1. ATM Services 2. Gift Shops / News Stands 3. Airport Websites 4. Electrical Charging Stations 5. Restaurants and Bars 6. Lost and Found 7. Parking / Taxi and Limousine Services 8. Free Wi-Fi 9. Pre-Security Pet Relief Facilities 10. Food and Beverage Vending Machines

14 TOP 5 PASSENGER SERVICES AND AMENITIES TO BE ADDED OR EXPANDED IN THE NEXT 3-5 YEARS 1. Nursing Mothers Rooms or Pods 2. Post-Security Pet Relief Facilities 3. Children s Play Areas 4. Airfield Observation Areas 5. Adult Changing and Washroom Facilities

15 TOP 3 PASSENGER SERVICES AND AMENITIES TO BE PHASED OUT IN THE NEXT 3-5 YEARS 1. Payphones 2. In-Person Banking Services 3. Smoking Rooms

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