Customer Satisfaction

The InterVISTAS team offers more than 40 years of expertise and experience at airports and tourism destinations assessing customer satisfaction and service, service quality programs and customer experience initiatives. InterVISTAS has designed and directed more than 100 service quality and customer experience survey research programs for numerous airport organizations and communities globally, and has conducted more than 100,000 airport passenger surveys worldwide.

Typically, InterVISTAS assesses:

  • Facility Experience – décor/atmosphere, information services, signage, check-in, courtesy of staff, cleanliness and availability of facilities, baggage services and delivery, safety and security screening and procedures, wait and dwell times.
  • Food/Beverage & Retail Services  – quality/service/variety of outlets, purchase patterns, spending totals, feedback on pricing, requested brands and products.
  • Ground Transportation & Parking  – evaluation of taxis, shuttle services, car rentals, public transit, parking facilities.
  • Passenger Profile – full demographic profile, trip purpose and duration, travel party size, accompanying well-wishers/greeters.
  • Airport Usage – precise origin and destination information, connection patterns, frequency of travel.

Numerous client benefits include:

  • Operational Effectiveness & Efficiency – concentrate on providing services, facilities, products and programs that passengers express are important to them, and redeploy staff and services to areas where customers require more assistance. Assess and benchmark service performance on an ongoing basis, and gain regular insights on relationships with customer bases.
  • Revenue Development Opportunities – identify customer needs, wants and preferences for all commercial services including food/beverage, retail and parking, and assess demand for additional brands and products. Track purchases, expenditures, product/service awareness, and shopping behaviors to build precise shopper profiles. Attract new commercial services seeking to reach specific customer segments.
  • Air Service Development – passenger trip characteristics, airport usage patterns, desired additional destinations sought, and interest in new air services are also captured and support air service development business cases and initiatives.
  • Stakeholder Relationships – results can be communicated to Boards and other stakeholders to demonstrate commitment to improved services for the local community, and to improve support levels and loyalty within the local community.