Customer Satisfaction and Waiting Times

Bologna Airport constantly monitors its performance in terms of customer satisfaction and waiting times and has reached an excellent level of customer satisfaction for the quality of its services.
Orveall, the 2012 objectives were achieved, with generally positive results both in terms of customer satisfaction and limiting delays, rewarding SAB’s commitment to making the best use of resources and improving the efficiency of the organization.

The Customer Satisfaction Index, while still over 95% and above the benchmark of other comparable Italian airports, is slightly down on last year. This trend, in decline since 2011 following years of very positive growth, is directly related to the redevelopment works that have affected the Terminal with several construction sites operating simultaneously, thus creating disruption. The areas of evaluation under the greatest strain, in fact, were those relating to comfort and the regularity and punctuality of services, where until 2010 Bologna Airport had achieved increasingly high levels of customer satisfaction.

Despite these setbacks, customer satisfaction has remained at a high level: for example, services for passengers with reduced mobility (PRM) continue to show extremely positive results (99% of passengers satisfied), as do the perception of staff politeness/professionalism and security, (ie. security services and the perception of airport safety).
Results were also positive for waiting times at security control and check-in (here passenger perception goes hand in hand with the effective improvement in waiting times) and for accessibility, in spite of the requalification works carried out on the airport’s internal road network throughout 2012.


Qualità del servizio 2012Qualità del servizio 2012
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