Item No. 9b supp.
Meeting Date: June 26, 2018

Customer Experience and Business
Intelligence at the Airport
June 26, 2018

1

BI Department Vision & Mission
Vision

Mission

BI Department Goals
Data
Operate
Decision making

Impact

Culture
3

Lead by example:
case studies that transform

4

change

Before: Vendor supplied results
Overall satisfaction with the airport
Customs inspection
Overall satisfaction with the airport: business pax
5.00
Speed of baggage delivery
Overall satisfaction with the airport: leisure pax
Arrival passport/personal ID inspection

Ground transportation to / from the airport

4.50

Ambience of the airport

Parking facilities
4.00

Cleanliness of airport terminal

Parking facilities value for money
3.50

Comfort of waiting/gate areas

3.00

Cleanliness of washrooms

2.50

Availability of baggage carts / trolleys

Waiting time in check-in queue / line

2.00
Availability of washrooms

Efficiency of check-in staff
1.50

Business / Executive lounges

Courtesy, helpfulness of check-in staff

1.00

Internet access/Wi-fi

Waiting time at passport/personal ID inspection

Shopping facilities value for money

Courtesy and helpfulness of inspection staff

Shopping facilities

Courtesy and helpfulness of Security staff

Availability of bank/ATM facilities/money changers

Thoroughness of Security inspection

Restaurant facilities value for money

Waiting time at Security inspection

Restaurant / Eating facilities

Feeling of being safe and secure

Courtesy, helpfulness of airport staff
Ease of finding your way through airport
Ease of making connections with other flights
Flight information screens
Walking distance inside the terminal

Best in class

Average

SEA

Service item
performance
vs.
comparison
panel and
best airports

Low

Performance

High

After: custom solutions

Low

Importance

High

After: custom solutions
Filter to highpriority areas

A more welcoming front door

Before

After
Congestion measures
at key points on
airport roadways that
degrade customer
experience

The path ahead . . .