The Task
- Passenger Satisfaction measurement at one of the busiest airports in the country – for both the domestic and international travellers. This is an annual exercise undertaken to ensure that passenger satisfaction is maintained at the best possible levels
The Method
- Passenger needs and expectations evolve with time therefore we use a combination of Qualitative and Quantitative methodologies to provide a comprehensive measurement
- All interviews are done face to face at the airport
- Insights from the Qualitative interviews are used as inputs to develop the Quantitative questionnaire
The Challenges
- Ensuring that the team has access to the right areas in the airport and adhering to the associated security procedures requires planning and coordination. We have to ensure it works in a well-oiled manner and all sensitive dates are not part of the interview dates
- Passengers at no time can feel uncomfortable with the exercise
- Airports run 24X7, research activities have to be strategically planned to ensure representation across the diverse cohorts of passengers transiting through the airport.
The Outcome
- Traced the passengers’ journey to identify the factors that impact their experience
- Measured the experience of passengers at the client’s airport and benchmarked these with important airports
- Identified the key drivers of satisfaction among passengers
- Identified areas for continued improvement at various touchpoints
How the Client benefited
- Assisted the Client in understanding and tracking how their airport is being rated year-on-year vis-à-vis other airports frequented by their passengers, and in identifying the most critical areas for improvement to enhance overall passenger satisfaction.