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Over 82% of departing passengers are happy with their overall journey experience through Jersey Airport, a new customer satisfaction survey has revealed.
Over 82% of departing passengers are happy with their overall journey experience through Jersey Airport, a new customer satisfaction survey has revealed.
In an attempt to engage more proactively with the travelling public and encourage feedback, Jersey Airport launched its own ‘Your views count’ customer satisfaction survey towards the end of March this year. In the short space of just seven months leading up to the end of September 2013, almost 400 responses have been received from both local residents and visitors.
The survey is a joint initiative set up by the Port of Jersey’s customer relations team and its marketing department to allow a more detailed gathering of passenger information with a series of questions relating to the provision of facilities and level of service offered to departing Jersey travellers. The seven questions range from the check-in and security experience to the choice of catering and shopping facilities as well as helpfulness of staff. The survey also allows for a more detailed profile of the type of passenger using the airport and their purpose for travel by means of supplementary optional questions, including final destination, age group and airline carrier.
The survey is available to complete online as well as by means of a hard copy pre-paid postage version, which can be picked up in the airside departures lounge at Jersey Airport. The survey results for the period April to September 2013 have now been collated, analysed and available to view on the airport’s website.
According to Group CEO for Ports of Jersey, Doug Bannister, this is the first time such a detailed customer satisfaction survey has been carried out by Jersey Airport specifically targeting departing passengers about their journey experience. He said: “This initiative forms part of our overall strategy to engage more pro-actively 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. 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”.
Ports of Jersey staff, along with a number of on-site business partners have also played a part in shaping the future journey experience by means of their own analysis of the airport’s departure offering. Many of the suggestions and feedback received from staff are similar to those comments submitted as part of the survey. Subsequently, a number of initiatives have been introduced at the airport to enhance the journey experience, including the introduction of dedicated exterior smoking areas, cessation of unnecessary PA announcements and the introduction of dedicated lanes in central security search for passengers with reduced mobility or those travelling with young children. Plans are in place to introduce a number of further enhancements over the coming 18 months, which include clearer terminal signage, an increase in the ‘Happy to Help’ host programme and the creation of more family friendly facilities.
Mr Bannister continued: “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”.
Some of the highlights of the survey, based on the collective results April-September 2013, are as follows:
386 individual surveys were submitted, with 54% completed by visitors to Jersey and 46% by local residents
Of those who completed the survey -
The ‘Your Views Count’ customer satisfaction survey results can now be viewed online at jerseyairport.com
