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: results continue to show a constantly high level of satisfaction, in general over 90%.
Despite the sharp increase in passenger traffic and the start of the redevelopment works, improvements have been achieved in some of the traditionally “critical” aspects of passenger services, while the relevant levels of customer satisfaction, which are constantly monitored through specific surveys, have remained stable.
However, the infrastructural limitations of the terminal, which is now too small for the number of passengers reached, have resulted in some less positive results.
The Customer Satisfaction Index has remained essentially stable, even with the sharp increase in passenger traffic.
In particular, services for passengers with reduced mobility achieved very high levels of satisfaction (99%). Staff politeness and professionalism also achieved excellent satisfaction levels overall.
Of the indicators that were monitored, particularly positive results were achieved in terms of waiting times and especially waiting times at baggage reclaim, which have decreased compared to 2010.
This is an important achievement, brought about by the process of insourcing the service by the handling companies. Waiting times at security checkpoints have also decreased by 7%.
|Qualità del servizio 2011
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