All Ears I
We’re BY ROD SHUTTLEWORTH
n one Monty Python Sketch, a Complaints Department Manager invites a customer to take a seat, adding: “I’m sorry it’s on fire.” That may be one way to deal with customer feedback, but at YLW we take a rather different approach, actively asking our passengers how the airport is doing and what we could be doing better. YLW uses ASQ, the world’s leading airport customer satisfaction benchmark program, to conduct ongoing surveys of airport users and report its findings twice a year. “It’s an excellent way to evaluate our services and look for opportunities for continuous improvement,” says Airport Director Sam Samaddar.
Airport Director Sam Samaddar
“The YLW team analyse the results from the ASQ surveys in conjunction with other customer feedback from e-mails, social-media comments or calls to the airport, and we turn them into ideas for improvement with the goal of YLW becoming the best mid-sized airport in North America in the eyes of our passengers”, explains Samaddar. “In addition, the airport carries out regular internal monitoring and inspection of our services, including security and concessions, to ensure our customers are greeted and treated with top quality service, courtesy and respect.” Comments received on the ASQ surveys
range from the enthusiastic (“this airport is awesome!”) to the enigmatic (“needs more cowbell”.) Where a pattern emerges, the YLW team translates the feedback into positive action. For example, while the airport scores well on almost all the ASQ indicators, Samaddar sees “room for improvement” in key areas like airport ambience. The desire to meet this customer need has resulted in the design of a “sense of place” incorporated in future facility development, not least of which in the upcoming international arrivals area. The entire arrivals hall will feature local materials such as pine panels
on the ceiling and a multi-coloured rammed-earth wall along one side, while another wall will highlight Okanagan communities.
The “sense of place” theme will carry forward to the retail outlets too; the Okanagan Estate Wine Cellar outlet is already a huge success, and YLW is working with local First Nation groups to bring more local products to airport shops. Expansion of dining options will continue as passenger numbers grow starting in mid 2012 with a pre-security White Spot to replace the existing lounge area.
4 | YLW CONNECTION
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