Annual ASQBarometerInfographic Web12.3% The timekeeper 2019 85.9% 2018 86.5% 17.8% The workman 2019...
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The timekeeper 12.3% 2019 85.9% 2018 86.5% The workman 17.8% 2019 82.2% 2018 80.6% 2019 4.22 The friendly vacationer The sunlounge tourist 19.0% 33.3% 2019 88.2% 2018 87.1% 2019 84.4% 2018 82.7% 9.1% The airport enthusiast 2019 85.5% 2018 84.6% The value seeker 8.7% 2019 78.5% 2018 79.2% Q1- Q4 2019 Global snapshot of airport customer experience satisfaction, produced by ACI ASQ Overall satisfaction WORLDWIDE Overall satisfaction BY AIRPORT SIZE Overall satisfaction BY REGION The Check-in and Passport/ID control remain the journey touch points with the highest-level of satisfaction at the airports. Courtesy and helpfulness of check-in staff as well as their efficiency are among the best-rated items. Airport facilities and Access are the touch points with the lowest satisfaction scores. Items measuring the value for money (of restaurants/eating facilities, shopping facilities and parking facilities) drive these results. Value for money of parking facilities is, however, among the items having improved the most compared to the previous year. Airports with less than 25 mppa improved significantly their passenger experience since last year. Airports in the category (2-5 mppa) continue with their positive trends and reached the highest satisfaction score for the first time since 2014, sharing the first place with the larger airports (>40 M) in delivering the best customer experience to passengers. The passenger experience has improved significantly in Africa, Europe, Middle East and Latin America/Caribbean compared to last year. The Internet access/Wi-Fi is by far the most improved item in all these regions. Airports in Africa and Middle East have recorded the biggest increase. Africa particularly stood out by constantly improving over the last quarters. Results are stable in North American airports as well as in Asia-Pacific, where airports are the best in delivering customer experience. Access Passport ID/ Control Airport Facilities 2019 4.30 2018 4.26 2018 4.01 2019 4.06 Check-in 2019 4.31 2018 4.28 Security 2018 4.24 2019 4.28 Wayfinding 2018 4.22 2019 4.26 2018 3.94 2019 3.99 Airport Environment 2018 4.20 2019 4.24 BY ASQ CATEGORY BY ASQ PERSONA 2018 4.15 2019 4.15 2018 4.08 2019 4.13 2018 4.63 2019 4.63 ASIA-PACIFIC 2018 4.37 2019 4.45 MIDDLE EAST 2018 3.99 2019 4.04 EUROPE NORTH AMERICA LATIN AMERICA/ CARIBBEAN 2018 3.83 4.26 4.29 4.22 4.26 4.13 4.16 4.23 4.13 2019 3.91 AFRICA Source: ACI Airport Service Quality Departures – Main type Programme 2018-2019, based on Q1 to Q4 2019 results with 354 airports Results are means on a 5-point scale. 2M 2-5M 15-25M 5-15M 2018 4.15 4.29 4.29 25-40M 40M Results are means on a 5-point scale. indicates that the segment’s performance is higher or lower compared to the 2018 result on a statistically significant level (95%). . % of satisfied : top 2 out of 5-pt scale indicates that the segment’s performance is higher or lower compared to the 2018 result on a statistically significant level (95%). Airport passenger experience continued to improve in 2019! 2019 2018 4.21 4.24 What to expect in 2020? Airports are becoming a destination. Citizens thus become a target that we seek to attract with a unique offer. Airports are improving services for customers through personalization, technology and human touch ensuring that passengers make the most of their limited time before boarding through ultimate convenience and memorable experience. Delivering good experiences will be achieved by connecting customer data (at the departure, the arrival, and the commercial area) with operational data in order to create positive emotions. Employee engagement and customer experience are closely linked together and are the driving forces of airport business. The level of satisfaction has increased for most passenger personas. The timekeeper, for whom the priorities are speed and efficiency, as well as the value seeker, who wants a selection and a good value for money in the commercial area both recorded a decrease in their level of satisfaction.
Transcript of Annual ASQBarometerInfographic Web12.3% The timekeeper 2019 85.9% 2018 86.5% 17.8% The workman 2019...
The timekeeper12.3%2019
85.9%2018
86.5%
The workman17.8%2019
82.2%2018
80.6%
2019
4.22
The friendly vacationer
The sunlounge tourist
19.0%
33.3%
2019
88.2%2018
87.1%
2019
84.4%2018
82.7%
9.1% The airport enthusiast2019
85.5%2018
84.6%The value seeker8.7%2019
78.5%2018
79.2%
Q1- Q42019
Global snapshot of airport customer experience satisfaction, produced by ACI ASQ
Overall satisfactionWORLDWIDE
Overall satisfactionBY AIRPORT SIZE
Overall satisfactionBY REGION
The Check-in and Passport/ID control remain the journey touch points with the highest-level of satisfaction at the airports. Courtesy and helpfulness of check-in staff as well as their efficiency are among the best-rated items.
Airport facilities and Access are the touch points with the lowest satisfaction scores. Items measuring the value for money (of restaurants/eating facilities, shopping facilities and parking facilities) drive these results. Value for money of parking facilities is, however, among the items having improved the most compared to the previous year.
Airports with less than 25 mppa improved significantly their passenger experience since last year. Airports in the category (2-5 mppa) continue with their positive trends and reached the highest satisfaction score for the first time since 2014, sharing the first place with the larger airports (>40 M) in delivering the best customer experience to passengers.
The passenger experience has improved significantly in Africa, Europe, Middle East and Latin America/Caribbean compared to last year. The Internet access/Wi-Fi is by far the most improved item in all these regions.
Airports in Africa and Middle East have recorded the biggest increase. Africa particularly stood out by constantly improving over the last quarters. Results are stable in North American airports as well as in Asia-Pacific, where airports are the best in delivering customer experience.
Access
Passport ID/Control
Airport Facilities
2019
4.30
2018
4.26
2018
4.01
2019
4.06Check-in
2019
4.31
2018
4.28
Security2018
4.24
2019
4.28Wayfinding
2018
4.22
2019
4.26
2018
3.94
2019
3.99Airport Environment
2018
4.20
2019
4.24
BY ASQCATEGORY
BY ASQPERSONA
2018
4.15
2019
4.15
2018
4.08
2019
4.13
2018
4.63
2019
4.63ASIA-PACIFIC
2018
4.37
2019
4.45MIDDLE EAST
2018
3.99
2019
4.04EUROPE
NORTH AMERICA
LATIN AMERICA/CARIBBEAN
2018
3.83
4.26 4.294.224.264.13
4.164.234.13
2019
3.91AFRICA
Source: ACI Airport Service Quality Departures – Main type Programme 2018-2019, based on Q1 to Q4 2019 results with 354 airportsResults are means on a 5-point scale.
2M2-5M
15-25M5-15M
2018
4.15
4.294.2925-40M
40MResults are means on a 5-point scale.
indicates that the segment’s performance is higher or lower compared to the 2018result on a statistically significant level (95%).
.
% of satisfied : top 2 out of 5-pt scaleindicates that the segment’s performance is higher or lower compared to the 2018result on a statistically significant level (95%).
Airport passenger experience continuedto improvein 2019!
2019
2018
4.21
4.24
What to expect in 2020?Airports are becoming a destination. Citizens thus become a target that we seek to attract with a unique offer.
Airports are improving services for customers through personalization, technology and human touch ensuring that passengers make the most of their limited time before boarding through ultimate convenience and memorable experience. Delivering good experiences will be achieved by connecting customer data (at the departure, the arrival, and the commercial area) with operational data in order to create positive emotions.
Employee engagement and customer experience are closely linked together and are the driving forces of airport business.
The level of satisfaction has increased for most passenger personas. The timekeeper, for whom the priorities are speed and efficiency, as well as the value seeker, who wants a selection and a good value for money in the commercial area both recorded a decrease in their level of satisfaction.
