Lynden Pindling International Airport Customer Satisfaction Program

The Challenge

The Nassau Airport Development Company (NAD) sought a customer research tracking system that could be used by airport management and the Board of Directors to assess in-terminal service performance and plan future service strategies and facilities.

Our Role

In January 2007, NAD commissioned InterVISTAS  to conduct an on-going customer satisfaction survey at Lynden Pindling International Airport (NAS) in Nassau, Bahamas. This semi-annual research program monitors passenger satisfaction levels at NAS and evaluates the passenger experience with airport amenities and services.

Results

Since the research program’s inception, NAD has used survey results and associated service recommendations as key inputs to terminal development planning and ongoing improvement of its customer service programs. New initiatives have been introduced that have had a direct positive impact on customer satisfaction levels at NAS. These initiatives have included:

  • New in-terminal seating and new retail kiosks;
  • FIDS installation and baggage management improvements; and
  • New cleaning program in washrooms and throughout terminal.