Vancouver International Airport Customer Satisfaction Quarterly Research Program

The Challenge

Vancouver Airport Authority continues to address its service delivery programs ranging from management approaches, customer service satisfaction standards, and facility and amenity requirements at the airport.

Our Role

Since 1997, InterVISTAS has conducted an ongoing program of quarterly surveys of passengers using YVR. We provide:

  • Program design & management, fieldwork planning, data management
  • Data analysis and interpretation
  • Service reports and recommendations on customer service improvements via quarterly and annual reports


This program has supported the development of numerous direct customer initiatives at YVR which have significantly improved customer satisfaction. These include: an in-terminal hotel, introduction of specific concession brands and services, parking service adjustments (rate structure, signage, safety lighting), terminal and bathroom cleanliness initiatives, cruise passenger processing enhancements, remote check-in programs, and improvements to taxi and limousine services. YVR retains its reputation as a best practice airport in customer service delivery and the Authority continues to rely on this quarterly program as an ongoing input into their customer service initiatives.