Vancouver International Airport Customer Experience Benchmarking Program

Location

Vancouver, BC

Service Area

Customer Experience

People walking inside of Vancouver AIrport

Project Brief

Since 1997, InterVISTAS has designed and delivered a continually evolving and customized passenger research and strategy program at YVR for Vancouver Airport Authority. This passenger survey program has supported the development of numerous direct customer experience initiatives which have transformed customer service delivery at YVR and contributed to its ongoing global recognition as an industry leader. Skytrax’s annual worldwide air passenger study has awarded YVR Best Airport in North America for a record eleven years in a row based on its superior customer experience performance. YVR retains its global reputation as a best practice airport in customer service delivery and the Authority has relied on this customer research program to provide ongoing input and insights into their customer experience initiatives.

Approach

Through this program, InterVISTAS has provided end-to-end passenger survey research services for YVR: overall survey project design and project management; survey instrument design and development; sampling plan design and execution; surveyor hiring, training and fieldwork supervision; survey tablet programming; data uploading, collection and management; data analysis and interpretation; report design, development and production; client presentation development and delivery of key insights, recommendations and strategic advice.

For YVR, InterVISTAS has monitored, assessed and advised on passenger response to service delivery provided on the entire journey to and from the airport, and throughout the airport facility. We regularly survey departing, connecting and arriving passengers at airports via our on-site interview teams, completing customer service and satisfaction surveys of the entire passenger journey in multiple languages with passengers of multiple cultures and ethnicities.

InterVISTAS has also developed a series of innovative statistical techniques for use with passenger survey data including management action grid development, key satisfaction driver analysis, service gap analysis and passenger satisfaction predictive models. These tools have enabled Vancouver Airport Authority to make informed operational adjustments and identify future opportunities to increase the passenger experience.

Results

InterVISTAS’ passenger service research programs have been essential components of the development of direct initiatives at YVR, which have significantly improved the guest experience and overall customer satisfaction.

Our passenger survey research work has contributed to the development of direct passenger initiatives at YVR which have significantly improved passenger servicing and passenger satisfaction. These initiatives include: development of an in-terminal hotel; Canada Line rail transit service between the airport and downtown/neighbouring communities; introduction of specific concession brands and services in food/beverage and retail areas; parking service adjustments (rate structure, signage, safety lighting); terminal and washroom cleanliness initiatives; passenger processing enhancements; remote check-in programs; improvements to taxi and limousine services; and introduction of a taxi fare zone pricing system.

To date, InterVISTAS’ passenger experience and benchmarking programs have served as powerful strategy tools in assisting the Authority’s airport management teams, Boards of Directors, and local communities to plan future airport service initiatives.

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