YLW continues to demonstrate a
of customer satisfaction
| BY TRACEY FREDRICKSON T he results are in from the
2009 Customer Satisfaction and Benchmarking survey conducted
at Kelowna International Airport: customers continue to express a high level of satisfaction with airport services.
Consistent with 2008, YLW received a strong 4.45 out of 5 overall satisfaction rating through the survey. This means that 95 percent of passengers provided a “very satisfi ed” or “satisfi ed” rating for YLW’s overall facilities and services.
The annual survey is conducted by InterVISTAS Consulting and is based on a combination of face-to-face interviews and mail-in questionnaires with over 600 passengers. More than 50 variables related to the airport experience are measured from washroom cleanliness and staff courtesy, to parking and signage.
“The areas where we had the highest scores – safety and security (4.53); cleanliness of the terminal (4.51), and courtesy of airport staff (4.46) are the cornerstones of customer service,” says Airport Director Sam Samaddar. “They refl ect the individual efforts of every member of the airport team to create a positive customer experience.”
There are many “unsung heroes” working hard behind the scenes, Samaddar adds, from the janitorial staff who ensure washrooms are consistently clean, to administrative staff who respond to cus- tomer concerns effi ciently. The baggage handling crew, whom passengers may never see, ensure passengers can get their bags and be on their way as quickly as possible. Service providers like Black and McDonald who look after building and
technical services come out at all hours to do repairs and maintenance in order to minimize the impact on airport tenants and the public.
Meanwhile other more visible airport staff such as security personnel have a “diffi cult job,” says Samaddar. “They have to go into people’s personal space, so they put themselves in the passenger’s shoes, doing their jobs in a friendly, courteous and professional manner.” The Airport Ambassadors, a group of approximately 70 volunteers distinguished by their bright red jackets, are on hand to help with everything from helping people fi nd their way around the airport to assisting pas- sengers with disabilities. The Ambassadors and the Tourism Kelowna volunteers also provide information on the many amenities the region has to offer.
The annual survey is also useful in identify- ing areas where airport services can be improved. To meet the wide range of food preferences among passengers, for example, a White Spot and Tim Horton’s were added in 2008, and improved customer satisfaction with food conces- sions was apparent in the 2009 scores. To make it easier to get from the long term parking lots to the terminal, a free shuttle service was added in September, 2009; this operates between 7 am and 10 pm. Several other improvements will be made in 2010 including availability of free wireless
Consistent with 2008, YLW received a strong 4.45 out of 5 overall satisfaction rating through the survey.
internet service at the airport, and plan- ning for a pay-on-foot parking station that will provide passengers another option to pay for their parking inside the terminal instead of in the parking lots. YLW is working with the Ministry of Transportation to install left-hand turn signals off Highway 97 to make it easier for southbound high- way passengers to turn into the airport, and on infrastructure improvements that will enable buses to drive right up to the terminal building.
The results refl ect a year of brisk business at the airport. Despite the sluggish economy in 2009 and an average passenger decline of 5.5 percent at Canadian airports overall, YLW’s passenger traffi c declined only 1.6 percent from 2008 record-breaking numbers.
Comments and suggestions from airport passengers are always welcome. Contact the Airport Administration by calling 250 765-5125 or by email,
airport@kelowna.ca.
SPRING 2010 5
LOW
HIGH
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