SFO International Airport Customer Survey Analysis.pptx

An analysis of customer survey data (2017) for San Francisco International airport to understand customer's sentiments regarding various facilities in the airport and the key challenges that they are facing so that actions can be taken to improve the overall customer experience.

1. SFO International Airport Customer Survey Analysis Pratim Ranjan De

2. SFO scores pretty well on the parameters of safety, cleanliness & has an excellent average net promoter score Respondents’ Summary Positive feedback 2,831 Respondents 49% Male 51% Female Respondent Demographics (distribution by age) Respondent Demographics (distribution by income) Respondent’s mode of arrival to the airport   Before 11 AM 11 AM to 5PM After 5 PM Sun 75 171 50 Mon 203 219 137 Tue 148 89 364 Wed 224 170 46 Thu 221 76 87 Fri 75 59 83 Sat 50 256 28 89% Have given NPS score of 8 – 10 (very likely to recommend) NPS Feel very safe at SFO; 98% have rated safety as above average Safety 86% Are happy with the cleanliness maintained at the airport Cleanliness 83% Airport Overview Overall Rating: Passenger volume (based on respondent data) Types of departure flights taken by passengers Time spent at the airport by passengers Average Median ~2.5 hours ~2 hours Top 3 international destinations Asia Canada/Mexico Europe

3. Security screening, restaurant food variety and retail stores can be improved further to enhance customer experience Security Check Restaurant/Food Retail Stores Wi-Fi connectivity Observations Recommendations Passengers who have faced problems have rated security screening the lowest on average (3.86 vs. 4.39 for those who stated ‘no problems’) International passengers have also rated security screening lower than domestic passengers Elderly passengers have highlighted that there was very little help from airport staff with regards to their age related difficulties Train the security staff on handling passengers better; avoid being too physical during the checking process Easy security screening process for differently abled passengers (providing wheelchair access etc.) Help the elderly people carry/handle their luggage Encourage more people to sign up for TSA Pre Check for a smoother experience Passengers on international flights or those travelling to larger airports/hubs have rated the restaurant food much lower than others Passengers familiar with the airport have typically given higher ratings to the food; while those who have started using this airport only recently, have given lower ratings to the restaurant food Restaurants at gates 1-12, 20-39, 40-48 have received lower ratings Passengers on flights departing between 11 AM & 5 PM have given much lower ratings to the restaurant food Introduce more global cuisines (especially French & Asian) at the restaurants to ensure more footfall at restaurants Make sure that the food variety and standards at the restaurants are at par with other major international hubs/airports Ensure adequate stock, variety & seating are available at the restaurants during the peak hours at 11 AM to 5 PM Improve restaurant quality near boarding gates 1-12, 20-39 and 40-48 50% of the passengers have not purchased anything from the retail stores Passengers in the age group 25-64 have given ‘average’ ratings to the retail & concession stores Also , international passengers have rated the retail stores lower than domestic passengers Passengers travelling for business/work purpose seem to be unhappy with the retail stores as they have given the lowest rating among all the respondents who have provided their purpose of visit It would be good to introduce wider variety of retail stores at the airport Bring in more products that cater to the needs of Business travellers: like – books, business magazines, accessories, etc. International travellers: like – travel adapters/converters, neck pillow, earphones, etc. Introduce facilities like online ordering, quick pickups at various stores especially for passengers who have shorter time until departure Passengers travelling for business purpose have rated the free airport wi-fi service the lowest among all passenger groups The boarding area near the gates 1-12, 40-48, and 70-90 have received the lowest ratings in terms of wi-fi connectivity Business travellers may have to get some work done while waiting for their flights at the boarding area; hence it is imperative that wi-fi connectivity is improved near these boarding gates It may also help to create quiet zones with fast wi-fi close to the boarding gates to enhance the experience of such passengers Areas of Improvement