According to the J.D. Power 2016 North American Airport Satisfaction Study, customer satisfaction seems to be improving.
Many airports in the United States are not equipped to handle the amount of traffic that they do, but they continue to make changes to things that they have more control over like food and store options, as well as check-in options.
The study looked at six different aspects which were: terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage, and retail.
They asked for the opinions from 38,931 North American travelers who had traveled within the past three months. On a 1,000 point scale the customer satisfaction came in at 731, which was up from 724 in 2015.
Michael Taylor, the director of the airport practice at J.D. Power released a statement about the changes.
“Many airports, especially the nation’s largest airports, were never built to handle the current volume of traveler traffic, often exceeding their design limits by many millions of travelers. Yet airports are overcoming infrastructure limits by affecting the things they can influence. Airports are successfully applying technology to improve check-in (+5 points year-over-year), security screening (+3 points) and the food, beverage and retail shopping (+10 points) experiences.”
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