Page 34 - Corporate Responsibility Report 2013
P. 34
03 Our Business
Measuring passenger Passenger Survey 2013: Satisfaction
satisfaction score
screening. Data analysis enables AIA
AIA highly appreciates passenger departments and business partners to 4.28
perception; therefore a daily monitor assess and further enhance the level
survey, entitled Passenger Survey, of offered service. (on a 5 point scale).
is carried out addressing 40,000
passengers, on an annual basis to AIA also operates a passenger 2013 there were 2,354 comments
evaluate airport performance and comment management service. from 1,177 passengers. In an average
express their expectations and needs. “Your Opinion Counts” brochures are response time of 5.4 days, 740 reply
available at various locations within letters dispatched, of which 86.2%
For more in-depth analysis, AIA the airport as well as electronically were customised case-specific letters.
undertakes a Quality Monitor Survey through our corporate website. During Two hundred and forty-five complaint
that monitors performance trends cases required thorough cross-
and passengers’ drivers. Quality departmental cooperation, in order
Monitor Survey findings remain a main to investigate and provide a precise
passenger satisfaction measurement response.
tool for AIA and its business partners.
Service is also evaluated through
specific monitoring of the passenger
queues in critical operational airport
services, such as ticketing, check-
in, passport control and security
Passenger Complaints Analysis 2013 2012
86.2 85.5
Customization rate of Responses (custom / total responses) %
1.25 1.06
Distribution of Complaints % 1.25 1.54
PEOPLE WITH REDUCED MOBILITY (PRM) 10.43 12.93
WAY FINDING / SIGNAGE 2.74 2.17
SECURITY SERVICES 5.74 4.71
SEATING / REST FACILITIES 8.05 6.09
RETAIL & SERVICES 3.56 3.97
PARKING SERVICES 4.49 4.34
IT PUBLIC SYSTEMS 1.12 1.17
INFORMATION SERVICES 4.74 6.04
INFORMATION SCREENS 1.62 1.96
FOOD & BEVERAGE 1.69 2.86
FACILITY MAINTENANCE 1.87 0.90
CLEANING SERVICES 16.79 28.18
BAGGAGE TROLLEYS
AVIATION SERVICES
34 / aia.gr
Measuring passenger Passenger Survey 2013: Satisfaction
satisfaction score
screening. Data analysis enables AIA
AIA highly appreciates passenger departments and business partners to 4.28
perception; therefore a daily monitor assess and further enhance the level
survey, entitled Passenger Survey, of offered service. (on a 5 point scale).
is carried out addressing 40,000
passengers, on an annual basis to AIA also operates a passenger 2013 there were 2,354 comments
evaluate airport performance and comment management service. from 1,177 passengers. In an average
express their expectations and needs. “Your Opinion Counts” brochures are response time of 5.4 days, 740 reply
available at various locations within letters dispatched, of which 86.2%
For more in-depth analysis, AIA the airport as well as electronically were customised case-specific letters.
undertakes a Quality Monitor Survey through our corporate website. During Two hundred and forty-five complaint
that monitors performance trends cases required thorough cross-
and passengers’ drivers. Quality departmental cooperation, in order
Monitor Survey findings remain a main to investigate and provide a precise
passenger satisfaction measurement response.
tool for AIA and its business partners.
Service is also evaluated through
specific monitoring of the passenger
queues in critical operational airport
services, such as ticketing, check-
in, passport control and security
Passenger Complaints Analysis 2013 2012
86.2 85.5
Customization rate of Responses (custom / total responses) %
1.25 1.06
Distribution of Complaints % 1.25 1.54
PEOPLE WITH REDUCED MOBILITY (PRM) 10.43 12.93
WAY FINDING / SIGNAGE 2.74 2.17
SECURITY SERVICES 5.74 4.71
SEATING / REST FACILITIES 8.05 6.09
RETAIL & SERVICES 3.56 3.97
PARKING SERVICES 4.49 4.34
IT PUBLIC SYSTEMS 1.12 1.17
INFORMATION SERVICES 4.74 6.04
INFORMATION SCREENS 1.62 1.96
FOOD & BEVERAGE 1.69 2.86
FACILITY MAINTENANCE 1.87 0.90
CLEANING SERVICES 16.79 28.18
BAGGAGE TROLLEYS
AVIATION SERVICES
34 / aia.gr
