"Perspectives 2011" - Sustainability and Annual Report (pdf)

Workforce and work environmentEnvironmental and climate protectionFinancial reviewSustainable developmentQuality, security and safetyCustomer feedback on quality of serviceThe opinions of our customer base – which includespassengers, visitors, meeters and greeters, and thepeople who work on campus – are exceptionallyimportant to us. We need to be aware of their needsand expectations if we are to succeed in constantlydelivering better service. This is why we have had afeedback system in place for several years for managingthe suggestions and complaints we receive fromairport users, and for a long time now, we have alsoconducted polls at Munich Airport to track customersatisfaction.Continuous service optimizationMost of the comments we receive are submitted bymeans of letters, online forms, and the feedback cardsprovided throughout the airport. We have a centralcomplaints management office which ensures thatall suggestions or complaints received in writing notonly get a quick and personal response but actuallyhelp us to improve our standards of service. We keepa systematic record of all these suggestions; we alsoregularly review the subjects of complaints to identifytrends and patterns, and we publicize these internally.During 2011 we received and processed 1,340 complaintsin total – an extremely small number, consideringthe 38 million passengers who passed through theairport over the course of the year. Criticism centeredmainly on online parking reservations and the waitingtimes at baggage claims, plus issues with airlines thatwere beyond our reasonable control. The latter includedflight cancelations and delays, poor on-timeperformance and poor service from airlines. We for -ward complaints like these to the relevant offices. Com -plaints concerning security screening were down comparedto prior years.One example of our responsiveness to customer com -ments is that we have improved our WiFi service. Followinga growing number of requests, we in January2012 introduced WiFi that is free to users for the first30 minutes.Mystery shopping safeguards quality ofserviceSince 2006, we have used mystery shopping as ameans of quality control. Midyear in 2011, we conducteda series of three rounds of test purchasesat 192 shops, restaurants and service outlets, withEnglish-speaking as well as German-speaking shoppers.We scored the retail units on their interior and exteriorpresentation, cleanliness, price labeling, the varietyof their products and, above all, the knowledgeabilityand courteousness of their customer-facing staff. Withtests like these, we later discuss the results with theunits’ operators. The purpose of mystery shoppingis to ensure that we uphold and continue to improvestandards of service at Munich Airport.ASQ 2011: Consistently high qualityscoresAirport Service Quality (ASQ), a benchmarking programoperated by the ) Airports Council International(ACI) in Europe, and the annual passengersurveys conducted by London-based independent) Glossary55