Customer Research is a valuable tool to generate the strategic intelligence for planning future strategies. InterVISTAS employs a variety of surveys and benchmarking studies to gain a deep understanding of customer perception and develop progressive management actions.
Customer Satisfaction Surveys & Focus Groups
- In-person or mail-back surveys
- On-going satisfaction research programs
- AETRA program management
- Satisfaction surveys
- Focus Groups
Travel Consumer Surveys & Focus Groups
- Airport retail studies
- Cruise passenger studies
- Benchmarking
- Canadian airport benchmarking
- Focus Groups
Performance Benchmarking
- Monitor performance over time
- Benchmark service performance relative to other organizations
- Maintain current customer profiles based on demographic and facility-usage statistics
Benefits
Through the application of these research techniques, InterVISTAS helps clients identify:
- Customer demographics and motivations
- Service performance
- New service needs
- Customer dwell times
- Customer spending patterns
- Retail/brand/product development
- Routing patterns
The key benefits of customer survey research include: read more »
- Revenue Development Opportunities: Determine customer satisfaction to identify areas which could be improved to increase patronage.
- Operational Effectiveness & Efficiency: Elicit strategic information from customers to further improve operations.
- Purchasing Behaviour: Track purchase rates, average expenditures, product/service awareness to identify individual customer segment’s behaviours.
- Marketing & Promotions: Use trip purpose, travel frequency, occupation and income information to attract new commercial services.
- Stakeholder Relationships: Demonstrate commitment to improve service and community loyalty by communicating results to Board of Directors and other stakeholders.
- Air Service Development: Support air service development initiatives by capturing passenger trip characteristics, airport usage patterns and interest in new services.
Clients and Projects
InterVISTAS has managed over 150 customer survey programs throughout Canada, Puerto Rico, the Dominican Republic, St Maarten, Chile, and New Zealand. InterVISTAS also conducts annual Customer Satisfaction and Benchmarking programs at numerous Canadian Airports Council Small Airports, as well as quarterly customer satisfaction programs at Vancouver and Edmonton International Airports.
CONTACT
Paul Clark
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