Share these talks and lectures with your colleagues
Invite colleaguesCase study
Making sense of multiple measurements of passenger satisfaction
Journal of Airport Management,
12
(1),
36-44
(2018)
Abstract
It is not uncommon for airports today to have multiple channels to evaluate the satisfaction of customers. From the traditional paper-based fieldwork survey to feedback kiosks, or online monitoring of complaints and praise on social networks, airport operators have never had so many options available. Nevertheless, while these tools generate a lot of useful data and analytics, it is important to consider the exact usage that will be made of the new output before deploying them. This will limit the risk of ‘swimming in data,’ with its usual consequences: poor interpretation, perilous comparisons between different channels and unwanted results on customer experience.
Keywords: passenger experience; passenger satisfaction; service quality; performance measurement; research measurement
The full article is available to subscribers to the journal.
Author's Biography
Aymeric Dussart is Director for Technologies and Innovation at Aéroports de Montréal (ADM), a not-for-profit corporation responsible for the management, operation and development of Montréal-Pierre Elliott Trudeau and Montréal-Mirabel international airports. Montréal-Trudeau, which serves over 16 million passengers a year, 30 airlines and 140 direct flights around the world, aims to continuously improve its service, aiming to strengthen its role as a major transportation hub. Prior to his current position, Mr Dussart was in charge of data analytics and, in particular, measurement of passenger satisfaction at Montréal-Trudeau. Before joining ADM in 2012, he worked in the energy sector and in management consulting. He holds two master’s degrees, one in economics and one in management information systems.
