Passenger Satisfaction Report SFO Airport Performance Q2 2017
Focus on Q2 2017 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. 2.94 2.96 3.05 3.70 3.80 3.70 3.79 3.62 3.74 4.04 4.17 4.11 4.16 4.01 4.08 4.23 4.26 4.06 4.06 3.99 4.03 3.92 4.21 4.22 4.00 3.90 4.02 4.20 4.17 4.04 3.98 3.95 3.66 3.76 4.24 4.08 2
Focus on Q2 2017 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
Focus on Q2 2017 s by Category Overall Satisfaction Access Check-in Passport/Personal ID Control Security Finding Way Airport Facilities Airport Environment Arrivals Services 3.83 4.19 4.06 4.02 3.81 4.16 3.80 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
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 149 113 82 64% 69% Ease of finding your way through airport 103 112 109 77% 80% Waiting time in check-in queue/line 190 68 54 65% 73% Internet access/wi-fi 84 90 101 63% 73% Cleanliness of washrooms/toilets 56 97 105 65% 74% Notes: 1st most important 2nd most important 3rd most important Scores 4 + 5 (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
Trend Over Time Overall Satisfaction and Rank Overall Satisfaction with the Airport 106 110 110 105 130 123 130 132 136 123 173 172 4.16 4.17 4.18 4.19 4.10 4.11 4.12 4.20 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017 Q2 2017 Notes: The ranking is based on all ASQ participating airports for each quarter Q7. Overall Satisfaction with the airport Rank 6
Trend Over Time Overall Satisfaction Distribution and Rank Overall Satisfaction with the Airport 106 110 110 105 130 123 130 132 136 123 173 172 45% 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% Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017 Q2 2017 5 - 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
Trend Over Time Overall Satisfaction 4.20 4.14 4.01 4.04 4.04 3.96 4.31 4.18 4.17 4.21 4.16 4.19 4.24 4.18 4.17 4.22 4.16 4.17 4.18 4.11 4.16 (excl.0 s) 1338 1366 1398 1416 1439 401 265 449 465 381 784 932 801 760 887 153 169 148 191 171 937 1101 949 951 1058 Total Business Leisure Other* Leisure & Other Notes: * Other may include Education, Family visit, Religious events, etc. 8
Trend Over Time Access 4.14 4.10 4.09 4.10 4.01 3.70 3.73 3.81 3.69 3.70 3.84 3.83 3.80 3.78 3.80 2.99 2.94 2.88 2.95 2.94 693 712 751 728 761 146 148 112 152 147 136 142 103 140 128 344 419 384 425 369 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
Trend Over Time Check-in 4.19 4.04 4.16 4.10 4.08 4.28 4.31 4.26 4.29 4.30 4.19 4.23 4.27 4.26 4.19 969 1085 1092 1086 1112 943 1055 1057 1058 1094 943 1055 1055 1057 1090 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
Trend Over Time Passport / ID Control 4.04 4.08 4.09 4.15 4.10 4.08 4.12 4.14 4.06 4.06 984 1084 1085 1079 1119 997 1080 1080 1076 1115 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
Trend Over Time Security 4.02 4.03 4.03 4.07 4.08 4.09 4.09 3.99 4.03 3.84 3.92 3.89 4.00 3.92 4.11 4.14 4.15 4.17 1117 1185 1234 1217 1258 1142 1204 1240 1249 1282 1165 1227 1269 1275 1316 1191 1255 1282 1282 1325 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
Trend Over Time Finding Your Way 4.26 4.22 4.27 4.27 4.24 4.24 4.29 4.21 4.21 4.22 4.01 4.04 4.07 4.04 4.01 4.07 4.00 3.96 3.90 1352 1395 1435 1420 1453 1263 1317 1346 1372 1389 1341 1390 1428 1432 1452 351 332 333 336 333 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
Trend Over Time Airport Facilities (1/2) 4.204.224.254.244.20 3.763.753.743.75 3.70 3.84 3.89 3.84 3.79 3.68 3.68 3.57 3.623.603.62 3.08 3.023.00 2.942.96 3.063.10 3.01 3.05 2.96 1041 1097 1137 1142 1136 1040 1083 1083 1109 1139 1044 1067 1061 1098 1124 362 411 366 393 388 681 744 740 695 695 624 672 676 647 627 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
Trend Over Time Airport Facilities (2/2) 4.03 3.96 4.00 3.98 4.02 3.85 3.73 3.76 3.74 3.66 4.16 4.18 4.20 4.22 4.17 4.05 4.09 4.02 4.08 4.04 4.08 4.01 4.01 3.98 3.98 856 944 908 992 950 211 223 208 217 207 1239 1283 1316 1305 1328 1219 1263 1299 1283 1308 1322 1348 1391 1386 1427 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
Trend Over Time Airport Environment 4.22 4.22 4.32 4.26 4.24 4.06 4.08 4.07 4.08 1367 1396 1432 1440 1460 1352 1368 1412 1421 1440 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
Trend Over Time Arrivals Services 3.95 4.04 4.02 4.02 3.95 3.75 3.74 3.74 3.72 3.66 3.83 3.89 3.83 3.84 3.76 672 713 734 793 717 620 664 698 716 663 460 490 515 566 492 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
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