Survey topics
The survey evaluates traveller experiences across different airport service and product key performance indicators - from check-in, arrivals, transfers, shopping, security and immigration through to departure at the gate.
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An extract of the Customer Survey topics is shown below:
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Standard of Airport website
Standard of Airport APP
Getting to and from the Airport / Ease of Access
Public transport options / efficiency and prices
Taxi / Rideshare availability / prices
Availability of luggage trolleys (airside & landside)
Terminal comfort, ambience and design
Terminal cleanliness, floors, seating and public areas
Seating facilities throughout terminals
Immigration - queuing times / system / efficiency
Immigration - staff attitude
Security screening - queuing times / system / efficiency
Family security screening options
Courtesy and Attitude of Security staff
Check-In facilities, queuing systems / seating
Wayfinding and Terminal signage
Clarity of Boarding Calls / Airport PA's
Flight Info Screens - clarity / quality of information
Friendliness of Airport Staff
Language skills for Airport Staff
Ease of Transit through Airport
Location of Airline Lounges
Washroom / Shower facilities
Cleanliness of Washrooms
Nursery / baby care facilities
Hygiene standards
TV and Entertainment facilities
Quiet areas, Day rooms, Hotel facility, rest areas
Children's play area and facilities
Choice of Shopping - tax free and other outlets
Prices in shop outlets
Choice of bars, cafes and restaurants
Prices in bars, cafes and restaurants
WiFi service - access / time provision
Power charging facilities
WiFi service - speed of service
Bureau de change facilities
ATM facilities
Smoking policy / Smoking lounges
Standards of PRM access and facilities
Baggage Delivery times
Priority Baggage Delivery efficiency
Lost luggage services
Perception of security and safety standards
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