passenger satisfaction report fra – airport performance · questions related to the passenger...
TRANSCRIPT
2016
© 2017 ACI
Passenger Satisfaction Report
STL – Airport PerformanceCon
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STL – Airport PerformanceTable of Contents
2© 2017 ACI
Methodology at a Glance p. 3
Objectives and Methodology p. 4
Participating Airports 2016 p. 5
STL - Airport Performance p. 8
Number of Respondents p. 9
Focus on 2016 – Mean Scores by Rated Item p. 10
Focus on 2016 – Mean Scores by Segment p. 11
Focus on 2016 – Mean Scores by Category p. 12
Top 5 Most Important Items – Satisfied Passengers p. 13
Trend Over Time – Overall Satisfaction Mean Score and Rank p. 14
Trend Over Time – Overall Satisfaction Distribution and Rank p. 15
Trend Over Time – Overall Satisfaction – Destination p. 16
Trend Over Time – Overall Satisfaction – Main Reason for Trip p. 17
Trend Over Time – Access p. 18
Trend Over Time – Check-in p. 19
Trend Over Time – Passport / ID Control p. 20
Trend Over Time – Security p. 21
Trend Over Time – Finding your Way p. 22
Trend Over Time – Airport Facilities p. 23
Trend Over Time – Airport Environment p. 26
Trend Over Time – Arrivals Services p. 27
Airport Performance - 2016
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Methodology at a Glance
3© 2017 ACI Airport Performance - 2016
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Methodology at a GlanceObjectives and Methodology
4© 2017 ACI
ACI’s Airport Service Quality (ASQ) is a benchmarking programme measuring passengers’ satisfaction while they
are at the airport.
The ASQ Survey’s main objective is to provide the participating airports with the research tools and management
information to better understand passengers’ views with respect to an airport’s products and services:
How passengers rate an airport’s services;
How an airport compares to others around the world by traffic type, size, region, etc.;
Which aspects are of particular importance for a specific airport, and;
How passengers’ perceptions and priorities are evolving over time.
The ASQ Survey Questionnaire is composed of 55 questions including:
34 items where passengers are asked to rate specific service related topics and their overall satisfaction with
the airport on a scale of 1 (poor) to 5 (excellent);
Questions related to the passenger profile.
The questionnaire is self-completed by randomly selected passengers at the boarding gates of pre-selected flights.
Flights are selected based on destination and carrier in order to obtain a representative sample of all departures
from a participating airport. The ASQ Survey is covering all operating hours of the participating airport, and each
day of a week is evenly distributed between each month of a quarter.
Once completed and verified, paper questionnaires are sent to ACI’s research supplier where they are scanned and
where the generated data are cleaned, validated and processed. Data are weighted according to the proportion of
actual international traffic and actual domestic traffic, when applicable.
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5© 2017 ACI
Methodology at a GlanceParticipating Airports 2016 (1/3)
Airport Performance - 2016
In 2016, 284 airports have participated in the ACI ASQ Survey.
548994 passengers have completed the ASQ Survey, including 2848 at STL.
< 2 M 2 - 5 M 5 - 15 M 15 - 25 M 25 - 40 M > 40 M TOTAL
AFRICA
11 3 2 1
17ABJ, BFN, BZV, EBB, ELS,
GRJ, KIM, MBA, PLZ, PNR,
UTN
DUR, MRU, TUN CPT, NBO JNB
ASIA PACIFIC
4 17 26 12 10 12
81IXC, NTL, POM, TSV
CCJ, CNS, DRW, GAU, JAI,
LGK, LKO, MLE ,PDG, PER,
PKU, PLM, PNH, REP, RGN,
SXR, TRV
ADL, AMD, BPN, CCU, CGQ, CHC,
CNX, COK, GOI, HET, HRB, HYD,
ITM, KHN, KNO, MAA, MFM, NGO,
OOL, PEN, PNQ, SHE, SJW,
TSN, UPG, WLG
AKL, BLR, BNE, DPS,
GMP, HAK, KIX, NKG,
SUB, SYX, TAO, WUH
CKG, HGH, KMG, MEL,
NRT, SHA, SYD,
SZX, TPE, XIY
BKK, BOM, CAN, CGK,
CTU, DEL, HKG, ICN, KUL,
PEK, PVG, SIN
EUROPE
24 22 31 15 7 9
108
AES, BOO, EAS, GRO,
GRX, KRS, LCG, LEI,
MJV, MLN, OVD, PDL,
PNA, REU, SDR, SKP,
SOU, SPC, TOS, VDE,
VGO, VLL, XRY, ZAZ
ABZ, AER, BIO, BMA, EIN,
EMA, FNC, KEF, KRK, LCY,
LPL, MAH, MLA, PFO, SCQ,
SVG, SVQ, TFN, TRD, TRN,
VNO, ZAG
ACE, AGP, ALC, BGO, BLQ, BRS,
BSL, BUD, CIA, EDI, FAO, FUE,
GLA, GOT, IBZ, LCA, LED, LIN,
LPA, LYS, MRS, NAP, NCE, OPO,
OTP, PRG, RIX, SXF, TFS, TLS,
VLC
ARN, ATH, BRU, DUS,
GVA, HAM, HEL, LIS,
MAN, MXP, OSL, PMI,
STN, TXL, VIE
BCN, CPH, DME, DUB, ORY,
SVO, ZRH
AMS, CDG, FCO, FRA,
IST, LGW, LHR, MAD, MUC
LATIN
AMERICA /
CARIBBEAN
8 6 5 2 1
22BDA, BGI, CUL, CUR, KIN,
MZT, POP, SAP
AUA, GYE, NAS,
POS, SDQ, SJOCNF, MTY, PTY, PUJ, UIO GIG, SCL BOG
MIDDLE EAST
1 5 3 1 1
11SLL AMM, BAH, MCT, MED, MHD AUH, RUH,TLV DOH DXB
NORTH
AMERICA
8 6 13 5 6 7
45PWM, YLW, YQB, YQM,
YQR, YXE, YYJ, YYT
ELP, GRR, YHZ,
YOW, YTZ, YWG
AUS, BNA, CLE, CMH, CVG,
DAL, IND, JAX, PIT, SAT,
SJC, STL, YEG
BWI, SAN,
SLC, TPA, YUL
BOS, DTW, FLL, LGA, MSP,
PHL
ATL, DEN, DFW, LAX,
SEA, SFO, YYZ
TOTAL 56 54 82 38 25 29 284
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6© 2017 ACI
The results from 33 airports are based on fewer than 4 quarters of participation:
Methodology at a GlanceParticipating Airports 2016 (2/3)
Airport Performance - 2016
Number of
QuartersQuarters
ABJ 1 Q4'16
BDA 1 Q4'16
LCY 1 Q4'16
LGA 1 Q4'16
MHD 1 Q4'16
NTL 1 Q4'16
PHL 1 Q4'16
TLS 1 Q4'16
TRN 1 Q4'16
VNO 1 Q4'16
BOG 2 Q3'16, Q4'16
BWI 2 Q3'16, Q4'16
CGK 2 Q1'16, Q4'16
DOH 2 Q1'16, Q2'16
IXC 2 Q3'16, Q4'16
KMG 2 Q3'16, Q4'16
KNO 2 Q1'16, Q4'16
PDG 2 Q1'16, Q4'16
PKU 2 Q1'16, Q4'16
PLM 2 Q1'16, Q4'16
SJW 2 Q3'16, Q4'16
Besides the number of collected questionnaires that might change slightly from one quarter to another, a few Airports
have changed their Sample Size during 2016:
BRU Starting in Q3'16: From 1050 to 1575 questionnaires
KMG Starting in Q3'16: From 350 to 400 questionnaires
OSL Starting in Q3'16: From 700 to 900 questionnaires
Number of
QuartersQuarters
BRU 3 Q1’16, Q3'16, Q4'16
DEN 3 Q2'16-Q4'16
EIN 3 Q2'16-Q4'16
GIG 3 Q2'16-Q4'16
GRR 3 Q2'16-Q4'16
MCT 3 Q1'16, Q2'16, Q4’16
SCL 3 Q2'16-Q4'16
SHA 3 Q1'16, Q2'16, Q4’16
SLL 3 Q2'16-Q4'16
TUN 3 Q1’16, Q3'16, Q4'16
YLW 3 Q2'16-Q4'16
YQM 3 Q2'16-Q4'16Confid
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7© 2017 ACI Airport Performance - 2016
Methodology at a GlanceParticipating Airports 2016 (3/3)
Code Name
ABJ FELIX HOUPHOUET BOIGNY AIRPORT
ABZ ABERDEEN AIRPORT
ACE LANZAROTE AIRPORT
ADL ADELAIDE AIRPORT
AER ADLER-SOCHI AIRPORT
AES ALESUND AIRPORT
AGP MALAGA AIRPORT
AKL AUCKLAND INTERNATIONAL AIRPORT
ALC ALICANTE AIRPORT
AMD AHMEDABAD AIRPORT
AMM AMMAM AIRPORT
AMS AMSTERDAM SCHIPHOL AIRPORT
ARN STOCKHOLM ARLANDA AIRPORT
ATH ATHENS ELEFTHERIOS INTL AIRPORT
ATL ATLANTA HARTSFIELD-JACKSON INTL AIRPORT
AUA ARUBA AIRPORT
AUH ABU DHABI INTERNATIONAL AIRPORT
AUS AUSTIN-BERGSTROM INTERNATIONAL AIRPORT
BAH BAHRAIN AIRPORT
BCN BARCELONA AIRPORT
BDA L.F. WADE INTL AIRPORT- BERMUDA
BFN BLOEMFONTEIN AIRPORT
BGI BARBADOS BRIDGETOWN AIRPORT
BGO BERGEN AIRPORT
BIO BILBAO AIRPORT
BKK BANGKOK SUVARNABHUMI AIRPORT
BLQ BOLOGNA AIRPORT
BLR BANGALORE INTERNATIONAL AIRPORT
BMA STOCKHOLM BROMMA AIRPORT
BNA NASHVILLE AIRPORT
BNE BRISBANE AIRPORT
BOG El DORADO AIRPORT
BOM MUMBAI CHATRAPATI SHIVAJI INTL AIRPORT
BOO BODO AIRPORT
BOS BOSTON LOGAN INTERNATIONAL AIRPORT
BPN BALIKPAPAN AIRPORT
BRS BRISTOL AIRPORT
BRU BRUSSELS NATIONAL AIRPORT
BSL EuroAirport Basel Mulhouse Freiburg (BSL / EAP / MLH)
BUD BUDAPEST FERENC LISZT INTL AIRPORT
BWI BALTIMORE WASHINGTON INTLAIRPORT
BZV BRAZZAVILLE AIRPORT
CAN GUANGZHOU BAIYUN INTL AIRPORT
CCJ CALCUT AIRPORT
CCU KOLKATA NETAJI SUBHASH AIRPORT
CDG PARIS CHARLES DE GAULLE AIRPORT
CGK JAKARTA SOEKARNO-HATTA AIRPORT
CGQ CHANGCHUN AIRPORT
CHC CHRISTCHURCH INTERNATIONAL AIRPORT
CIA CIAMPINO-G.B. PASTINA INTL AIRPORT
CKG CHONGQING JIANGBEI INTL AIRPORT
CLE CLEVELAND HOPKINS INTL AIRPORT
CMH COLUMBUS INTL AIRPORT
CNF TANCREDO NEVES-CONFINS AIRPORT
CNS CAIRNS INTERNATIONAL AIRPORT
CNX CHIANG MAI AIRPORT
COK COCHIN INTL AIRPORT
CPH COPENHAGEN AIRPORT
CPT CAPE TOWN INTERNATIONAL AIRPORT
CTU CHENGDU AIRPORT
CUL CULIACAN AIRPORT
CUR CURACAO HATO INTERNATIONAL AIRPORT
CVG CINCINNATI NORTHERN KENTUCKY INTL AIRPORT
DAL DALLAS LOVE FIELD AIRPORT
DEL DELHI INDIRA GANDHI INTL AIRPORT
DEN DENVER INTL AIRPORT
DFW DALLAS/FORT WORTH INTL AIRPORT
DME MOSCOW DOMODEDOVO AIRPORT
DOH DUBLIN INTERNATIONAL AIRPORT
DPS DENPASAR BALI AIRPORT
DRW DARWIN AIRPORT
DTW DETROIT METRO WAYNE COUNTY AIRPORT
Code Name
DUB DUBLIN INTERNATIONAL AIRPORT
DUR KING SHAKA INTERNATIONAL AIRPORT
DUS DUSSELDORF INTERNATIONAL AIRPORT
DXB DUBAI INTERNATIONAL AIRPORT
EAS SAN SEBASTIAN AIRPORT
EBB ENTEBBE/KAMPALA AIRPORT
EDI EDINBURGH AIRPORT
EIN EINDHOVEN AIRPORT
ELP EL PASO AIRPORT
ELS EAST LONDON AIRPORT
EMA MAG-EAST MIDLANDS AIRPORT
FAO FARO AIRPORT
FCO ROME FIUMICINO AIRPORT
FLL FORT LAUDERDALE/HOLLYWOOD INTL AIRPORT
FNC AEROPORTO DA MADEIRA
FRA FRANKFURT INTERNATIONAL AIRPORT
FUE FUERTEVENTURA AIRPORT
GAU GUWAHATI AIRPORT
GIG RIO DE JANEIRO - GALEAO INTL SIRPORT
GLA GLASGOW INTERNATIONAL AIRPORT
GMP SEOUL GIMPO INTERNATIONAL AIRPORT
GOI GOA AIRPORT
GOT GOTHENBURG LANDVETTER AIRPORT
GRJ GEORGE AIRPORT
GRO GERONA AIRPORT
GRR GRAND RAPIDS AIRPORT
GRX F.G.L. GRANADA-JAEN AIRPORT
GVA GENEVA INTERNATIONAL AIRPORT
GYE GUAYAQUIL AIRPORT
HAK HAIKOU AIRPORT (HNA Airport Group Company)
HAM HAMBURG FUHLSBUETTEL AIRPORT
HEL HELSINKI VANTAA AIRPORT
HET HOHHOT AIRPORT
HGH HANGZHOU AIRPORT
HKG HONG KONG INTERNATIONAL AIRPORT
HRB HARBIN AIRPORT
HYD GMR HYDERABAD RAJIV GANDHI INT AIRPORT
IBZ IBIZA AIRPORT
ICN SEOUL INCHEON INTERNATIONAL AIRPORT
IND INDIANAPOLIS AIRPORT
IST ISTANBUL ATATURK AIRPORT
ITM OSAKA ITAMI AIRPORT
IXC CHANDIGARH Intl AIRPORT
JAI JAIPUR AIRPORT
JAX JACKSONVILLE INTERNATIONAL AIRPORT
JNB O R TAMBO INTERNATIONAL AIRPORT
KEF REYKJAVIK KEFLAVIK INTERNATIONAL AIRPORT
KHN NANCHANG AIRPORT
KIM KIMBERLEY AIRPORT
KIN KINGSTON NORMAN MANLEY INTL AIRPORT
KIX OSAKA KANSAI INTERNATIONAL AIRPORT
KMG KUMING CHANGSHUI INTL AIRPORT
KNO KUALA NAMU AIRPORT
KRK KRAKOW JOHN PAUL II INTL AIRPORT
KRS KRISTIANSAND AIRPORT
KUL KUALA LUMPUR INTERNATIONAL AIRPORT
LAX LOS ANGELES INTL AIRPORT
LCA LARNAKA INTERNATIONAL AIRPORT
LCG LA CORUNA AIRPORT
LCY LONDON CITY AIRPORT
LED ST PETERSBURG PULKOVO AIRPORT
LEI ALMERIA AIRPORT
LGA LAGUARDIA
LGK LANGKAWI AIRPORT
LGW LONDON GATWICK AIRPORT
LHR LONDON HEATHROW AIRPORT
LIN MILAN LINATE AIRPORT
LIS LISBON PORTELA AIRPORT
LKO LUCKNOW AIRPORT
LPA GRAN CANARIA AIRPORT
LPL LIVERPOOL JOHN LENNON AIRPORT
Code Name
LYS LYON SAINT EXUPERY AIRPORT
MAA CHENNAI INTERNATIONAL AIRPORT
MAD MADRID BARAJAS AIRPORT
MAH MENORCA AIRPORT
MAN MAG-MANCHESTER INTERNATIONAL AIRPORT
MBA MOMBASA MOI INTL AIRPORT
MCT MUSCAT SEEB INTERNATIONAL AIRPORT
MED PRINCE MOHAMMAD BIN ABDULAZIZ INTL AIRPORT
MEL MELBOURNE AIRPORT
MFM MACAU AIRPORT
MHD Mashhad International Airport
MJV MURCIA AIRPORT
MLA MALTA INTERNATIONAL AIRPORT
MLE MALE AIRPORT
MLN MELILLA AIRPORT
MRS MARSEILLE PROVENCE AIRPORT
MRU MAURITIUS AIRPORT
MSP MINNEAPOLIS INTERNATIONAL AIRPORT
MTY MONTERREY MARIANO ESCOBEDO AIRPORT
MUC MUNICH INTERNATIONAL AIRPORT
MXP MILAN MALPENSA AIRPORT
MZT MAZALTAN AIRPORT
NAP NAPLES CAPODICHINO AIRPORT
NAS NASSAU INTERNATIONAL AIRPORT
NBO NAIROBI JOMO KENYATTA INTLAIRPORT
NCE NICE AIRPORT
NGO NAGOYA CHUBU CENTRAIR INTLAIRPORT
NKG NANJING AIRPORT
NRT TOKYO NARITA AIRPORT
NTL NEWCASTLE AIRPORT
OOL GOLD COAST AIRPORT
OPO PORTO FRANCISCO SÁ CARNEIRO AIRPORT
ORY PARIS ORLY AIRPORT
OSL OSLO AIRPORT
OTP BUCHAREST OTOPENI AIRPORT
OVD ASTURIAS AIRPORT
PDG MINANGKABAU AIRPORT
PDL PONTA DELGADA NORDELA AIRPORT
PEK BEIJING CAPITAL INTL AIRPORT
PEN PENANG INTERNATIONAL AIRPORT
PER PERTH AIRPORT
PFO PAPHOS INTERNATIONAL AIRPORT
PHL PHILADELPHIA INTL AIRPORT
PIT PITTSBURGH INTERNATIONAL AIRPORT
PKU PEKANBARU AIRPORT
PLM PALEMBANG AIRPORT
PLZ PORT ELIZABETH AIRPORT
PMI PALMA MALLORCA SON SANT JOAN AIRPORT
PNA PAMPLONA AIRPORT
PNH PHNOM PENH AIRPORT
PNQ PUNE AIRPORT
PNR POINTE NOIRE AIRPORT
POM JACKSONS AIRPORT
POP GREGORIO LUPERON INTL AIRPORT
POS PORT OF SPAIN PIARCO INTL AIRPORT
PRG PRAGUE AIRPORT
PTY TOCUMEN INTERNATIONAL AIRPORT
PUJ PUNTA CANA AIRPORT
PVG SHANGHAI PU DONG AIRPORT
PWM PORTLAND INTL JETPORT
REP SIEM REAP AIRPORT
REU REUS AIRPORT
RGN YANGON INTL AIRPORT
RIX RIGA INTL AIRPORT
RUH KING KHALID RIYADH AIRPORT
SAN SAN DIEGO INTERNATIONAL AIRPORT
SAP SAN PEDRO SULA AIRPORT
SAT SAN ANTONIO INTERNATIONAL AIRPORT
SCL Arturo Merino Benítez International Airport
SCQ SANTIAGO DE COMPOSTELA AIRPORT
SDQ SANTO DOMINGO LAS AMERICAS AIRPORT
Code Name
SDR SANTANDER AIRPORT
SEA SEATTLE/TACOMA INTERNATIONAL AIRPORT
SFO SAN FRANCISCO INTERNATIONAL AIRPORT
SHA SHANGHAI HONGQIAO AIRPORT
SHE SHENYANG TAOXIAN AIRPORT
SIN SINGAPORE CHANGI AIRPORT
SJC SAN JOSE INT AIRPORT
SJO SAN JOSE JUAN SANTAMARIA AIRPORT
SJW Shijiazhuang Zhengding International Airport
SKP SKOPJE AIRPORT
SLC SALT LAKE CITY INTL AIRPORT
SLL SALALAH AIRPORT
SOU SOUTHAMPTON AIRPORT
SPC SANTA CRUZ DE LA PALMA AIRPORT
STL ST LOUIS LAMBERT INTL AIRPORT
STN MAG-LONDON STANSTED AIRPORT
SUB SURABAYA AIRPORT - JUANDA
SVG STAVANGER AIRPORT
SVO MOSCOW SHEREMETYEVO AIRPORT
SVQ SEVILLE AIRPORT
SXF BERLIN SCHONEFELD AIRPORT
SXR SRINAGAR AIRPORT
SYD SYDNEY KINGSFORD SMITH AIRPORT
SYX SANYA AIRPORT
SZX SHENZHEN AIRPORT
TAO QINGDAO INTERNATIONAL AIRPORT
TFN TENERIFE NORTE AIRPORT
TFS TENERIFE SUR AIRPORT
TLS TOULOUSE-BLAGNAC AIRPORT
TLV TEL AVIV BEN GURION INTERNATIONAL AIRPORT
TOS TROMSO AIRPORT
TPA TAMPA INTERNATIONAL AIRPORT
TPE TAIWAN TAOYUAN INT AIRPORT
TRD TRONDHEIM AIRPORT
TRN TURIN AIRPORT
TRV THIRUVANANTHAPURAM AIRPORT
TSN TIANJIN AIRPORT
TSV TOWNSVILLE AIRPORT
TUN TUNIS CARTHAGE INTL AIRPORT
TXL BERLIN TEGEL AIRPORT
UIO QUITO AIRPORT
UPG UJUNG PANDANG MAKASAR AIRPORT
UTN UPINGTON AIRPORT
VDE VALVERDE AIRPORT
VGO VIGO AIRPORT
VIE VIENNA INTERNATIONAL AIRPORT
VLC VALENCIA AIRPORT
VLL VALLADOLID AIRPORT
VNO VILNIUS INTL AIRPORT
WLG WELLINGTON AIRPORT
WUH WUHAN AIRPORT
XIY XI'AN XIANYANG INTL AIRPORT
XRY JEREZ DE LA FRONTERA AIRPORT
YEG EDMONTON INTERNATIONAL AIRPORT
YHZ HALIFAX INTERNATIONAL AIRPORT
YLW KELOWNA AIRPORT
YOW OTTAWA MCDONALD CARTIER INTL AIRPORT
YQB QUEBEC CITY JEAN LESAGE INTL AIRPORT
YQM GREATER MONCTON INTERNATIONAL AIRPORT
YQR REGINA AIRPORT
YTZ BILLY BISHOP TORONTO AIRPORT
YUL MONTREAL P. ELLIOTT TRUDEAU INTL AIRPORT
YWG WINNIPEG INTERNATIONAL AIRPORT
YXE SASKATOON AIRPORT
YYJ VICTORIA INTERNATIONAL AIRPORT
YYT ST JOHN'S AIRPORT
YYZ TORONTO LESTER B PEARSON INTL AIRPORT
ZAG ZAGREB AIRPORT
ZAZ ZARAGOZA AIRPORT
ZRH ZURICH AIRPORT
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STL – Airport Performance
8© 2017 ACI Airport Performance - 2016
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STL – Airport PerformanceNumber of Respondents
9© 2017 ACI
Base
Overall
Satisfaction
Total 2770
Business (1) 1091
Leisure (1) 1369
Other (1) 310
Access
Ground transportation to/from airport 1436
Parking facilities 671
Value for money of parking facilities 644
Availability of baggage carts/trolleys 757
Check-in
Waiting time in check-in queue/line 2258
Efficiency of check-in staff 2228
Courtesy and helpfulness of check-in staff 2208
Passport
Waiting time at passport/personal ID
inspection35
Courtesy and helpfulness of inspection staff 34
Security
Courtesy and helpfulness of security staff 2376
Thoroughness of security inspection 2421
Waiting time at security inspection 2461
Feeling of being safe and secure 2519
Finding Your
Way
Ease of finding your way through airport 2791
Flight information screens 2665
Walking distance inside the terminal 2786
Ease of making connections with other flights 439
Base
Airport
Facilities
Courtesy and helpfulness of airport staff 2305
Restaurant/Eating facilities 2012
Value for money of restaurant/eating
facilities1986
Availability of bank/ATM facilities/money
changers626
Shopping facilities 1269
Value for money of shopping facilities 1177
Internet access/Wi-Fi 1382
Business/Executive lounges 385
Availability of washrooms/toilets 2575
Cleanliness of washrooms/toilets 2499
Comfort of waiting/gate areas 2740
Airport
Environment
Cleanliness of airport terminal 2804
Ambience of the airport 2739
Airport
Arrivals
Passport/ID inspection 1336
Speed of baggage delivery 1335
Customs inspection 618
In 2016, 2848 questionnaires were collected at STL
Notes:
(1) Q7 “Overall Satisfaction” is filtered by Q4 “Main Reason for this air trip”.
Responding to all questions is not mandatory, the number of respondents
could be different for each item and it could be lower than the total number of
completed questionnaires.
Bases with less than 30 respondents are highlighted in light grey. This
boundary n<30 is only a rule of thumb frequently used in statistics to delimit
“Small Samples”.
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4.093.90
4.224.184.22
4.093.88
3.483.79
4.314.424.42
4.074.06
4.264.27
4.184.32
4.434.41
4.314.44
4.343.72
3.273.70
3.533.08
2.983.37
4.123.98
3.85
4.133.86
4.153.65
4.02
Overall SatisfactionBusiness
LeisureOther*
Leisure & Other
Ground transportationParking
VFM: Parking facilitiesBaggage carts/trolleys
Check-in waiting timeEfficiency of staff
Courtesy of check-in staff
Inspection waiting timeCourtesy of inspection staff
Courtesy of security staffThoroughness
Security waiting timeSafe/secure feeling
Ease of finding wayFlight info screensWalking distance
Ease of connections
Courtesy of airport staffEating facilities
VFM: Eating facilitiesAvailability Bank/ATM/exchange
Shopping facilitiesVFM: Shopping facilities
Internet / Wi-FiBusiness/Executives Lounges
Availability of washroomsCleanliness of washrooms
Comfort of waiting/gate areas
Terminal cleanlinessAirport Ambience
Passport inspectionBaggage delivery speed
Customs inspection
STL – Airport PerformanceFocus on 2016 – Mean Scores by Rated Item
10
Overall
Satisfaction
Access
Check-in
Passport
Control
Security
Finding Way
Airport
Facilities
Airport
Environment
Arrivals
Services
© 2017 ACI
* Other may include Education, Family visit, Religious events, etc.
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4.09
3.81
4.10
3.90
4.22
4.18
4.13
4.11
3.87
4.02
4.12
Overall Satisfaction
International
Domestic
Business
Leisure
Other*
Connecting
Not Connecting
1st Class
Business Class
Economy Class
STL – Airport PerformanceFocus on 2016 – Mean Scores by Segment
11
n = 1749
n = 476
n = 318
n = 1409
n = 2809
n = 39
n = 2770
Base
A
B
C
D
E
F
G
H
I
J
n = 1121
n = 2443
n = 236
n = 84
C
C
H
A
Notes:
“*X” letter designations indicate that the segment’s performance is higher than the segment identified by the letter at a statistically significant level (95%).
Base is Respondents providing a valid response
* Other may include Education, Family visit, Religious events, etc.
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4.09
3.87
4.38
4.07
4.26
4.39
3.74
4.00
3.92
Overall Satisfaction
Access
Check-in
Passport/Personal ID Control
Security
Finding Way
Airport Facilities
Airport Environment
Arrivals Services
STL – Airport PerformanceFocus on 2016 – Mean Scores by Category
12
n = 1709
n = 2826
n = 2835
n = 2833
n = 2581
n = 36
n = 2313
n = 1777
n = 2770
Base
Notes:
Responding to all questions is not mandatory, the number of respondents could be different from one category to another.
To calculate the mean score within a category, each item has been considered with the same importance
Base is Respondents providing a valid response
Confid
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76%
73%
67%
89%
58%
429
277
154
163
118
157
235
214
215
123
86
97
174
152
175
Waiting time in check-inqueue/line
Waiting time at securityinspection
Cleanliness ofwashrooms/toilets
Ease of finding your waythrough airport
Comfort of waiting/gateareas
1st most important 2nd most important 3rd most important
STL– Airport PerformanceTop 5 Most Important Items – Satisfied Passengers
13
TOP 5 Most Important ItemsAmong Q8 respondents Among Q7 respondents
82%
78%
72%
87%
64%
Satisfied Passengers
Scores 4 + 5
(Excellent+
Very Good)
Basen = 2297
Notes:
Top 5: from Q8: “Which of the items listed in Question 7 are the 1st / 2nd / 3rd most important to you at this airport?”
The figures represent the number of respondents who mention the item.
Satisfied Passengers are among the respondents who mention the item as important at Q8.
Satisfied Passengers among the respondents to Q7 items “Based on your experience today, please rate this airport on each service item”.
Base is Respondents providing a valid response
Confid
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4.01 4.04 4.10 4.08 4.14 4.12 4.07 4.074.14
4.03 4.09 4.11 4.05 4.10 4.09
Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 2014 2015 2016
141125 117
131 122 125137 135
119
165150 155
132 136152
Rank
STL – Airport PerformanceTrend Over Time – Overall Satisfaction Mean Score and Rank
14
Overall Satisfaction with the Airport
Notes: The ranking is based on all ASQ participating airports for each quarter
Q7. Overall Satisfaction with the airport
Base is Respondents providing a valid response
255 246 251 254 258 261 261 256 261 262 266 283 268267 284# of Airports
Confid
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141125 117
131 122 125137 135
119
165150 155
132 136152
Rank
28% 30%36% 34% 36% 37% 34% 32% 36% 33% 33% 35% 32% 35% 34%
47% 48%42% 43%
45% 39% 43% 46%45%
42% 46% 44%45% 43% 44%
0.3% 0.4% 0.6% 0.1% 0.4% 0.3% 0.3% 0.4% 0.3% 0.3% 0.4% 0.7% 0.4% 0.3% 0.4%
Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 2014 2015 2016
5 - Excellent 4 - Very good 1 - Poor
STL – Airport PerformanceTrend Over Time – Overall Satisfaction Distribution and Rank
15
Overall Satisfaction with the Airport
Notes: The ranking is based on all ASQ participating airports for each quarter
Q7. Overall Satisfaction with the airport
Base is Respondents providing a valid response
255 246 251 254 258 261 261 256 261 262 266 283 268267 284# of Airports
Confid
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4.05
4.21
4.054.10 4.09 4.104.09
3.81
4.104.14
4.224.14
4.03
3.60
4.044.09
3.75
4.094.11
3.70
4.11
Total International Domestic
Me
an
Sco
re
2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016
STL – Airport PerformanceTrend Over Time – Destination
16
2792 2766 2770 692 703 14 50 39 9 10 2832 2788 2809 709 706
Notes:
Historical data for Leisure and Other are not available before 2015: “Other” was systematically coded as “Leisure”.
Responding to all questions is not mandatory, the number of respondents could be different for each item
Base is Respondents providing a valid response
* Other may include Education, Family visit, Religious events, etc.
Base 684 691 10 10 696 698
Confid
entia
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3.91
4.17
3.98
4.21
4.094.19
3.90
4.224.18 4.22
3.97
4.334.22
4.30
3.86
4.13 4.12 4.12
3.89
4.174.24
4.18
3.88
4.30
4.15
4.27
Business Leisure Other* Leisure & Other
Me
an
Sco
re
2014 2015
94
STL – Airport PerformanceTrend Over Time – Overall Satisfaction – Main Reason for Trip
17
1256 1185 1091 326 251 289 1536 1581 1679 366 452
Notes:
Historical data for Leisure and Other are not available before 2015: “Other” was systematically coded as “Leisure”.
Responding to all questions is not mandatory, the number of respondents could be different for each item
Base is Respondents providing a valid response
* Other may include Education, Family visit, Religious events, etc.
Base 358229 285 387 335 68 71 455 4063101369 771320 261
Confid
entia
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STL – Airport PerformanceTrend Over Time – Access
18
4.06
3.83
3.41
3.72
4.11
3.91
3.51
3.82
4.09
3.88
3.48
3.79
4.16
3.95
3.47
3.84
4.12
3.88
3.41
3.75
4.09
3.86
3.54
3.70
3.99
3.84
3.47
3.87
Ground transportation Parking VFM: Parking facilities Availability of baggagecarts/trolleys
Me
an
Sco
re
2014 2015 2016 Column1 Q1/2016 Q2/2016 Q3/2016 Q4/2016
1436 362 361 362 351 671 173 166 197 135 644 172 157 185 130 757 170 173 222 192
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
Base 15371324 657841 634815 787711
Confid
entia
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4.25
4.38 4.40
4.27
4.38 4.384.31
4.42 4.424.34
4.47 4.44
4.21
4.33 4.364.344.41 4.394.38
4.48 4.49
Check-in waiting time Efficiency of check-in staff Courtesy of check-in staff
Me
an
Sco
re
2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016
STL – Airport PerformanceTrend Over Time – Check-in
19
Base 2258 558 577 568 555 2228 548 580 558 542 2208 553 568 552 5352025 2347 22901957 22871942
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
• • •
(C) 2017 ACI
., , •
• ASD Alrwt Se-vi:c Uu<l>ty
Confid
entia
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3.92
4.154.25
4.164.07 4.06
4.22
4.00
3.56
4.134.10 4.10
4.57
4.00
Inspection waiting time Courtesy of inspection staff
Me
an
Sco
re
2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016
STL – Airport PerformanceTrend Over Time – Passport / ID Control
20
Base 35 9 9 10 7 34 9 8 10 713 323213
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
• ASD Alrwt Se-vi:c Uu<l>ty
• • • •
(C) 2017 ACI
Confid
entia
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2020
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4.20 4.244.16
4.294.21 4.23
4.16
4.284.26 4.274.18
4.324.30 4.33
4.20
4.38
4.16 4.17
4.00
4.234.28 4.28 4.26
4.324.30 4.314.25
4.35
Courtesy of security staff Thoroughnessof inspection
Security waiting time Feeling of being safe/secure
Me
an
Sco
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2014 2015
STL – Airport PerformanceTrend Over Time – Security
21
Base 2376 594 608 581 593 2421 602 614 595 610 2461 619 620 605 617 2519 625 640 626 62824752403 25122474 25362508 25642539
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
Confid
entia
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4.37 4.364.30 4.28
4.41 4.424.32
4.414.43 4.414.31
4.444.48 4.474.38
4.52
4.40 4.374.27
4.404.40 4.38
4.26
4.384.43
4.394.34
4.47
Ease of finding waythrough airport
Flight info screens Walking distanceinside terminal
Ease of making connections
Me
an
Sco
re
2014 2015
STL – Airport PerformanceTrend Over Time – Finding Your Way
22
Base 2791 704 703 685 699 2665 670 671 662 662 2786 703 703 681 699 439 126 99 106 10827712763 26072633 27832753 403505
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
ar, • ASD Airwt Se-vi:c Uu<l>ty
(C) 2017 ACI
Confid
entia
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2020
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4.29
3.75
3.28
3.65
4.31
3.80
3.32
3.67
4.34
3.72
3.27
3.70
4.40
3.77
3.35
3.86
4.30
3.68
3.22
3.49
4.28
3.67
3.18
3.73
4.38
3.76
3.33
3.69
Courtesy of airport staff Eatingfacilities
VFM: Eatingfacilities
Availability of bank/ATM/exchange
Me
an
Sco
re
2014 2015
STL – Airport PerformanceTrend Over Time – Airport Facilities (1/3)
23
Base 2305 568 582 585 570 2012 510 506 494 502 1986 503 506 482 495 626 160 130 169 16723002310 20001962 19591930 566516
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
Confid
entia
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3.57
3.07
2.85
3.36
3.59
3.13
2.87
3.33
3.53
3.08
2.98
3.37
3.57
3.10
2.94
3.19
3.51
3.08
2.86
3.29
3.51
3.022.93
3.483.54
3.14 3.17
3.47
Shoppingfacilities
VFM: Shopping facilities Internetaccess/WiFi
Business/ExecutiveLounges
Me
an
Sco
re
2014 2015
STL – Airport PerformanceTrend Over Time – Airport Facilities (2/3)
24
Base 1269 317 312 334 306 1177 280 290 318 289 1382 336 333 359 354 385 87 83 102 11312071166 11351082 13321274 372357
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
Confid
entia
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4.12
3.98
3.82
4.16
4.05
3.87
4.12
3.98
3.85
4.154.06
3.89
4.10
3.97
3.77
4.12
3.923.83
4.12
3.973.92
Availability ofwashrooms
Cleanliness of washrooms Comfort of waiting/gate areas
Me
an
Sco
re
2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016
STL – Airport PerformanceTrend Over Time – Airport Facilities (3/3)
25
Base 2575 634 643 652 646 2499 623 614 638 624 2740 688 689 683 68025232503 24592446 27202705
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
tl~~ • ASD Alrwt Se-vi:c Uu<l>ty
• • • •
(C) 2017 ACI
Confid
entia
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4.11
3.82
4.14
3.85
4.13
3.86
4.20
3.90
4.06
3.82
4.11
3.83
4.17
3.88
Terminal Cleanliness Ambience of the airport
Me
an
Sco
re
2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016
STL – Airport PerformanceTrend Over Time – Airport Environment
26
Base 2804 703 709 697 695 2739 693 688 676 6822738 275727972777
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
Confid
entia
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2020
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4.17
3.78
4.02
4.14
3.68
4.01
4.15
3.65
4.02
4.14
3.61
4.084.16
3.56
3.90
4.10
3.65
4.00
4.20
3.81
4.08
Passport Inspection Speed of baggage delivery Customs inspection
Me
an
Sco
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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016
STL – Airport PerformanceTrend Over Time – Arrivals Services
27
Base
Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item
Q7: “Based on your experience today, please rate this airport on each service item”
Base is Respondents providing a valid response
1336 344 337 327 328 1335 342 344 335 314 618 147 146 171 1541288 1333 13861263 623588
• ASD Alrwt Se-vi:c Uu<l>ty
• • • •
(C) 2017 ACI
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28© 2017 ACI
AIRPORTS COUNCIL INTERNATIONAL
ASO Airport Service Quality
• www.act.aero © 2017 ACI
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