YLW Connection - Winter 2009 - (Page 5)

Customer Satisfaction at YLW | B Y T RA C E Y F R E D R IC K S ON T o ensure it provides a first-rate customer experience, Kelowna International Airport has looked to passengers for direct feedback through an extensive Customer Satisfaction and Benchmarking Survey conducted annually since 2003. “We are proud that the survey has consistently shown a high level of customer satisfaction, however there have been areas that required improvement,” says Airport Director Sam Samaddar. Results from the 2008 survey show the facility is successfully addressing those areas as the airport continues to grow and serve an increasingly larger catchment area. The survey, conducted by Intervista Consulting, incorporated a combination of face-to-face interviews and mail-in questionnaires with 605 passengers to measure more than 50 variables related to the airport experience, from washroom cleanliness and staff courtesy, to signage, speed of baggage delivery, children’s play facilities, the airport shuttle service and numerous other factors. Respondents rated each area on a scale of one to five, with one being Very Dissatisfied and five being Very Satisfied. The 2008 survey shows that passengers remain very satisfied with the services and facilities at Kelowna International Airport overall. The facility’s rating of 4.45 for 2008 – a 96% satisfaction rating – is significantly higher than the 2007 rating of 4.31 or 92%. YLW rates particularly well in several areas: Safety and security: Passengers reported increased satisfaction over last year with a rating of 4.47 in 2008, up from 4.35 in 2007. Terminal cleanliness: A strong 4.42 satisfaction rating was reported, up from 4.36 in 2007. Desmond Murray Airport Director Sam Samaddar Staff courtesy: The high rating of 4.42 for 2008 was consistent with 2007. Signage: Despite the construction taking place at the airport and temporary changes in parking and access areas, scores for roadway signage increased from 4.27 in 2007 to 4.36 in 2008. The rating for signage to/from parking increased from 4.24 to 4.34. Access for the disabled: There was a significant increase to 4.52 for 2008, up from 3.62 in 2007. Areas for improvement include food/beverage and some retail facilities. To address this, well known restaurants such as the White Spot and Tim Horton’s are now located at the airport providing customers with brand assurance of consistency and quality. Airport users commented favorably on the fact that wine can now be purchased in the departure area, there by avoiding security concerns. Customer satisfaction with factors related to taxi cab use including driver courtesy were down slightly compared to 2007. One way YLW plans to address this in 2009 is by providing SuperHost customer service training and evaluation for cab drivers. “The survey not only identifies areas where we can improve, it also provides the airport with a valuable planning tool and a current passenger profile based on demographics and facility usage characteristics,” points out Samaddar. For example, 56 percent of outbound passengers have as their origin/final destination a part of Canada other than BC. Slightly over half of departing passengers in 2008 were connecting at another airport to reach their final destination, most often Vancouver, Calgary and Seattle. “This kind of information shows how YLW has truly become a major regional facility with international connections.” The YLW survey is conducted in August each year, however public comments may be submitted at any time through the airport’s website: at www.ylw.aero or by e-mail at airport@kelowna.ca. n WINTER 2009 5 http://www.ylw.aero

Table of Contents for the Digital Edition of YLW Connection - Winter 2009

YLW Connection - Winter 2009
Airport Services
Customer Survey Shows YLW on Track
Las Vegas - The To-Do List That Never Ends
Winter Maintenance: Snow Removal 24/7
Kelowna's Largest Tim Hortons Lands at YLW
Air Canada - Connecting Kelowna to the World
Air Travel Etiquette
Staying Ahead of the Curve at YLW
Airport Ambassadors Make Dreams Come True
Dream Big
Advisory Committee Helps Chart Flight Plan for Kelowna International
Growing a Creative Okanagan Economy
Pregnancy & Travel
Flying Securely
YLW News
Trivia & Games

YLW Connection - Winter 2009