Customer Satisfaction Benchmarking

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Average ‘Overall Satisfaction’ Scores Hong Kong International Airport (2002 – 2005) 4.35 4.3 4.25 4.2 4.15 Overall Satisf action 4.1 4.05 4 2002 2003 2004 2005 AIRPORT AUTHORITY HONG KONG
Overview Part 1 Customer Satisfaction Improvement Process Part 2 Washroom Enhancement Project AIRPORT AUTHORITY HONG KONG
Page 1: Customer Satisfaction Benchmarking
Page 5 and 6: Customer Satisfaction Actual Servic
Page 7 and 8: Step 1 Define AIRPORT AUTHORITY HON
Page 9 and 10: Establish Key Performance Indicator
Page 11 and 12: KPI Surveys Departure Processes KPI
Page 13 and 14: ASQ Survey 請填寫你的答
Page 15 and 16: Step 3 Analyze AIRPORT AUTHORITY HO
Page 17 and 18: ASQ Survey Data Analysis Example: A
Page 19 and 20: Annual Customer Satisfaction Study
Page 21 and 22: Root Cause Analysis - Drilling Down
Page 23 and 24: Focus Group Report AIRPORT AUTHORIT
Page 25 and 26: Identify Improvements Prioritize In
Page 27 and 28: Formalize Improvements Control AIRP
Page 29 and 30: Part 2 Washroom Enhancement Project
Page 31 and 32: Washroom Enhancements - Year 2002 B
Page 33 and 34: Washroom Survey - Year 2005 (Import
Page 35 and 36: Washroom Survey - Year 2005 Satisfa
Page 37 and 38: Washroom Survey - Year 2005 (Summar
Page 39: Concluding Remarks • Benchmarking

Customer Satisfaction Benchmarking

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