The Customer Care quality is among the strategic priorities of AdB, which is constantly committed to training, informing and benchmarking.
The year 2016 performance results, summarised on the Passengers Service Chart, were overall very positive, despite the considerable rise in passengers.
The Customer Satisfaction Index also increased in 2016, reaching a 98.4% of overall satisfaction, as a confirmation of the positive trend of the past years.
As for the operational performances, though, AdB was affected by the constant rise in passengers by more than 10%: in fact, waiting times have all exceeded the year's target, except for those at the ticketing counters. Nevertheless, there was a considerable improvement of the waiting times at the baggage reclaim belt.
The Customer Satisfaction Index remained higher than 95%, scoring a good result: in particular, in 2016 the satisfaction about the general cleanliness and the customer information services rose.
During the year 2016 several operational and commercial plans were carried out to enhance the passenger care. First of all, the new company system of customer relationship management was released, which allowed to optimise the customer care and involvement processes, making both more efficient.
Besides, the airport information system with additional signposting within the terminal was enhanced, new programme schedules were launched on the information sites, and further ground signage made available, especially at the main entrance. Moreover, in 2016 the 'airport helpers' programme was launched, in cooperation with some high schools in the area, allowing for the training of some of their students.
On top of that, in 2016 two large restrooms were built landside with baby changing facilities, near the security checkpoints, and at the Schengen arrivals area airside.
'Real time' monitoring systems of the customer satisfaction index were also activated on tablets, with an instant message to the cleaning service suppliers in case of continuous negative feedback.