Customer Satisfaction Benchmarking
Customer Satisfaction Benchmarking
Customer Satisfaction Benchmarking
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KPI Surveys<br />
Departure Processes<br />
KPI Dec-05<br />
Check in<br />
% of passenger wait less than 12 minutes<br />
Immigration<br />
100%<br />
98%<br />
96%<br />
Baggage<br />
Security<br />
Screening<br />
94%<br />
92%<br />
90%<br />
92.5%<br />
Proceed to<br />
gate<br />
Aircraft<br />
Departure<br />
88%<br />
86%<br />
84%<br />
82%<br />
80%<br />
Apr May Jun<br />
+3SD<br />
Mean<br />
- 3SD<br />
The gap<br />
Jul Aug Sep Oct Nov Dec Jan Feb Mar<br />
The check-in waiting time performance was 92.5%, less than last y ear’s av erage performance. 39 fail<br />
cases - KA (13), UA (7), C X (6), TG (6), VN (5) and SQ (2) w ere noted. 11 fail cases of KA on 10 &<br />
12-Dec during 9:12am to 10:01am.<br />
AIRPORT AUTHORITY HONG KONG
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