Customer Satisfaction Benchmarking

More documents

Recommendations

Info

Washroom Survey – Year 2005 • Female passengers have a higher satisfaction level than male passengers in all toilet service items • Satisfaction levels vary between washrooms in the passenger terminal AIRPORT AUTHORITY HONG KONG
Washroom Survey – Year 2005 Satisfaction Level Vs Importance Male Passengers Satisfaction 3.90 3.85 3.80 3.75 3.70 3.65 3.60 High Satisfaction Low Satisfaction Equipment Conditions Lighting Consumables Ventilation Ambience Floor conditions Spaciousness Temperature Odour Size of cubicle 3.55 Least Important Most Important 0.0% 2.0% 4.0% 6.0% 8.0% 10.0% 12.0% 14.0% 16.0% 18.0% 20.0% Importance AIRPORT AUTHORITY HONG KONG
Page 1 and 2: Customer Satisfaction Benchmarking
Page 3 and 4: Overview Part 1 Customer Satisfacti
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: Washroom Survey - Year 2005 (Import
Page 37 and 38: Washroom Survey - Year 2005 (Summar
Page 39: Concluding Remarks • Benchmarking

Customer Satisfaction Benchmarking

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?