17 December 2013
A customer satisfaction survey has shown that more than four fifths of Jersey Airport's departing passengers are happy with their overall experience.
The majority of the 386 people who responded to Jersey Airport's 'Your Views Count' survey between April and September 2013 said that they were satisfied.
The survey, which covered the Airport's facilities and service, showed:
- 91% were satisfied with their check-in experience
- 82% were satisfied with the helpfulness of staff
- 82% were satisfied with their overall experience of travelling through Jersey Airport
- 81% were satisfied with their experience through central security
Jersey Airport launched its own ‘Your Views Count’ customer satisfaction survey towards the end of March in an attempt to engage more proactively with the travelling public and encourage feedback.
Passenger profile
The survey also gave a detailed passenger profile and showed:
- 54% of the respondents were visitors to Jersey
- 46% were local residents
- 15% were travelling on business
- 85% were travelling on holiday or to visit family and friends
Ports of Jersey Group CEO Doug Bannister said that this was the first time such a detailed customer satisfaction survey had been carried out by Jersey Airport specifically targeting departing passengers about their journey experience.
“This initiative forms part of our overall strategy to engage more proactively with our customers, whether they are passengers travelling through our airport and harbours or ones we have regular contact with, such as our business partners," he said. "We are delighted not only with the number of responses we have received so far but also the positive results and comments the survey has generated. We now have some tangible evidence that will help us move forward in our determined efforts to enhance the customer journey experience through the ports."
Enhancements following survey
As a result of feedback from the survey, Ports of Jersey staff, and on-site business partners, several suggestions have been introduced to enhance the journey experience. They include:
- the introduction of dedicated exterior smoking areas
- the cessation of unnecessary PA announcements
- the introduction of dedicated central security search lanes for passengers who have reduced mobility or are travelling with young children
Further enhancements are planned for the next 18 months including:
- clearer terminal signage
- an increase in the ‘Happy to Help’ host programme
- the creation of more family-friendly facilities
Mr Bannister said “This is just the start of an exciting programme of customer-focused initiatives for us at the Ports. If the survey continues to be successful beyond its proposed 12-month trial - and there’s every reason to indicate that it will be - we plan to roll out similar versions across other areas of our business, including marine leisure and the ferry terminals. We have already started to analyse the arrival experience at Jersey Airport in the hope that passengers will see visible signs of improvement in time for next spring.
Ongoing survey
The results for April to September 2013 can be viewed online at jerseyairport.com, but the survey continues. Printed versions of the survey are available in the airside departures lounge and it is also available online.
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