2017 North America Airport Satisfaction Study

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2017 North America Airport Satisfaction Study

2017 North America Airport Satisfaction StudyPublish Date: September 21, 2017 Why do passengers love going to some airports and dread going to others? Understanding what pleases the flying public and where their priorities lie are the first steps in creating an outstanding airport experience. Armed with this knowledge, airport managers and administrators can shape the entire customer experience to be as easy, pleasant, and rewarding as possible: from getting to the airport, to checking in, going through security, shopping and eating in the terminal, and getting to the gate.

The SolutionThe J.D. Power 2017 North America Airport Satisfaction StudySM measures passengers’ satisfaction with their airport experience among Mega-, Large-, and Medium-size airports in the United States. The study provides actionable insights that can support industry stakeholders in improving their performance and passengers’ overall airport experience. Objectives of the study include:

• Quantifying the factors that drive overall satisfaction among North American air travelers

• Establishing the relative importance of each factor to overall satisfaction

• Determining the performance of Mega-, Large-, and Medium-size airports in North America

• Identifying areas of strength and weakness for each North American airport examined

• Developing a prioritized action plan for improvement

How It WorksSamplingNew for this year, U.S. airports will be grouped in three segments, based on annual passenger volume as measured by the Airports Council International:

• Mega: 32 million or more passengers per year

• Large: 10 million to 31.5 million passengers per year

• Medium: 4 million to 9.9 million passengers per year

A minimum of 35,000 online surveys with North American air travelers will be conducted in three waves in 2017. Award and report will be based on data collected January, April, and July. Survey respondent data will capture travel experiences within the past 3 months. Also new in 2017, the study will also analyze the connecting experience and will be part of the formal overall scoring.

Refer to the Appendix to see a list of airports profiled in the study.

Understanding what pleases the flying public and where their priorities lie are the first steps in creating an outstanding airport experience.

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2017 North America Airport Satisfaction Study

J.D. Power IndexBased on data obtained from the survey, an index is created that quantifies the impact that the factors and the attributes within them have on customer satisfaction. Specifically, the relative weight that each attribute contributes to the factor index is first calculated, followed by calculating the relative weight each factor contributes to the overall satisfaction index. The results of those calculations are used to predict overall satisfaction based on a weighted sum of the factors, which constitutes the overall index.

Award Criteria

For an airport to be award eligible, it must have a minimum of 100 completed surveys. The highest-ranked Mega-, Large-, and Medium-sized airports will receive a trophy. Award recipients that subscribe to the study will have the opportunity to publicly leverage this award through J.D. Power’s award licensing program.

Leveraging J.D. Power Data to Better Understand and Improve Passenger SatisfactionSatisfaction DriversThe North America Airport Satisfaction Study Index groups the passenger experience into seven factors:

• Airport Accessibility – Getting to the airport / leaving the airport

• Check-In/Baggage Check (as applicable)

• Security Check

• Food, Beverage and Retail

• Terminal Facilities (Concourses, lounges, signage, restrooms, gate areas)

• Baggage Claim (as applicable)

• Immigration/Customs (as applicable)

Based on data obtained from the survey, an index is created that quantifies the impact that the factors and the attributes within them have on customer satisfaction.

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INDEX METHODOLOGY FORMULA

Source: 2013 U.S. Auto Insurance StudySM Figure OS-20

Index

The “Index” is acalculated roll-up of performance scores, weighted relative to theimportance of each factor to overall satisfaction.

“Factors” are distinctparts of the customerexperience that together encompass the entire experience.

“Attributes” are specific elements that compriseand drive satisfaction within a factor.

“Diagnostics” are criticalto quality elements that influence satisfaction within an attribute or factor.

Factor

Factor

Diagnostic

Attribute

Financial ROI

Attribute

Attribute

Attribute

Index ExplainsOSAT and

Loyalty Measures

FactorsExplainIndex

AttributesExplainFactor

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2017 North America Airport Satisfaction Study

Industry Best PracticesKey Performance Indicators (KPIs)—or best practices—and diagnostics provide in-depth analyses of customer needs and preferences at each service “moment of truth” by identifying the top service practices. This information has proven to be invaluable in helping airports prioritize strategies that target the areas most important to customers.

KPIs are individual diagnostic items that have the most significant relationship with a passenger’s overall airport experience. The KPI break point is the specific point at which satisfaction significantly improves, and indicates a best practice.

Subscription DetailsThe North America Airport Satisfaction Study provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your airport is performing and to identify critical areas needing improvement.

Study deliverables include:

• A webcast presentation that provides insights into key industry trends and study findings, allowing your airport to maximize performance and create a highly satisfying passenger experience

• Access to a personalized competitive data set allowing you to see how your airport stacks up against competitors, the industry, and the highest performers across the seven study factors at the national level

• Access to online data portals for in-depth data analysis

• An on-site executive presentation with management insights, which include customized strategic recommendations, study results, ongoing best practices, and analyses of high-performing airports

About J.D. Power J.D. Power is a marketing, consumer intelligence, and data and analytics company that helps its clients measure, understand, and improve the key performance metrics that drive their growth and profitability. J.D. Power’s industry benchmarks, unique data and analytics platform and reputation for independence and credibility has established the company as one of the world’s most well-known and trusted providers of Voice of the Customer insights. Established in 1968, J.D. Power is headquartered in Costa Mesa, California, and has offices in North/South America, Asia Pacific, and Europe.

KPIs are individual diagnostic items that have the most significant relationship with a passenger’s airport overall experience.

Beyond Measurejdpower.com

For more information about our products and services, please contact:

Michael Taylor at 203-856-8039 or michael.taylor@jdpa.com

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2017 North America Airport Satisfaction StudyAPPENDIX: Profiled Brands

Mega airports

● CLT-Charlotte/Douglas International Airport

● DFW-Dallas/Fort Worth International Airport

● DEN-Denver International Airport

● DTW-Detroit Metropolitan Wayne County Airport

● IAH-George Bush Intercontinental Airport

● ATL-Hartsfield-Jackson Atlanta International Airport

● JFK-John F. Kennedy International Airport

● BOS-Logan International Airport

● LAX-Los Angeles International Airport

● LAS-McCarran International Airport

● MIA-Miami International Airport

● MSP-Minneapolis-Saint Paul International Airport

● EWR-Newark Liberty International Airport

● ORD-O’Hare International Airport

● MCO-Orlando International Airport

● PHX-Phoenix Sky Harbor International Airport

● SFO-San Francisco International Airport

● SEA-Seattle-Tacoma International Airport

Large airports

● AUS-Austin-Bergstrom International Airport

● BWI-Baltimore-Washington International Thurgood Marshall Airport

● MDW-Chicago Midway International Airport

● DAL-Dallas Love Field

● FLL-Fort Lauderdale-Hollywood International Airport

● HNL-Honolulu International Airport

● SNA-John Wayne Airport

● MCI-Kansas City International Airport

● LGA-LaGuardia Airport

● STL-Lambert-St. Louis International Airport

● MSY-Louis Armstrong New Orleans International Airport

● BNA-Nashville International Airport

● OAK-Oakland International Airport

● PHL-Philadelphia International Airport

● PDX-Portland International Airport

● DCA-Ronald Reagan Washington National Airport

● SLC-Salt Lake City International Airport

● SAN-San Diego International Airport

● TPA-Tampa International Airport

● IAD-Washington Dulles International Airport

● HOU-William P. Hobby Airport

Medium aiports ● ABQ-Albuquerque International Sunport

● BUR-Bob Hope Airport

● BDL-Bradley International Airport

● BUF-Buffalo Niagara International Airport

● CVG-Cincinnati/Northern Kentucky International Airport

● CLE-Cleveland Hopkins International Airport

● OMA-Eppley Airfield

● MKE-General Mitchell International Airport

● IND-Indianapolis International Airport

● JAX-Jacksonville International Airport

● OGG-Kahului Airport

● ONT-LA/Ontario International Airport

● PBI-Palm Beach International Airport

● PIT-Pittsburgh International Airport

● CMH-Port Columbus International Airport

● RDU-Raleigh-Durham International Airport

● SMF-Sacramento International Airport

● SAT-San Antonio International Airport

● SJC-San Jose International Airport

● RSW-Southwest Florida International Airport

● ANC-Ted Stevens Anchorage International Airport