Major US Airport
Annual Passenger Insight Survey and targeted surveys
KPI are supporting a major US Airport on the implementation of a market research program aimed at improving the understanding of its passengers with the airport looking to implement the market survey approaches used by most of the customer-centric airports around the world, allowing them better insights, perform a passenger segmentation study, and use the findings to support the different business development projects for the coming years.
KPI were selected as we brought our comprehensive airport market research know-how using the most modern and reliable methodologies applied at the best airports around the world. In addition KPI had the capacity to transform the market results to market intelligence and go beyond by supporting the airport with recommendations that are based on best international practices.
The Airport are using the survey to understand the buying behaviour of the passengers, while it serves as a test bed for new ideas that the airport is keen to implement, in line with other industries.
State Tourism Office, North America
International Visitor Profiling
KPI were approached by the Tourism office for a US state to help design and develop survey activity to provide an improved insight into specific international visitors at the State’s main international airport. KPI have been providing fieldwork support and quality research data to the office which complements their broader market intelligence, and helps support their understanding of the visitor profile.
Large Middle Eastern Airport
Passenger Satisfaction and Expectations Mapping
KPI developed a holistic research plan to understand passenger satisfaction and expectations to support improvements in customer experience and help the Airport to achieve its goal of being the best airport in the Middle East and one of the top airports globally.
The research plan included Passenger Satisfaction Survey, Expectations Mapping survey, and specialized surveys in order to have an in-depth analysis of the drivers and the expectations of passengers and based on the key findings, proposed specific actions and recommendations.
The Airport saw significant improvement in all its ratings including ASQ, becoming the Best Airport in the region and among the top 10 in the World.
The airport has acknowledged the role of Market Research in its effort to become one of the top airports in the world and is continuing to implement a major program to monitor satisfaction and take care of its diverse passenger profile in the best possible way.
Middle East Airport Group
Passenger Insight and ASQ Surveys
KPI developed a market research program including a broad passenger insight study, and supporting the introduction and implementation of ACI’s ASQ customer satisfaction surveys.
KPI provided the sampling and survey schedule for the ASQ surveys alongside supervising the implementation and fieldwork services. KPI also provides advisory services on actions and recommendations to improving passenger satisfaction, and the link with ACI’s ASQ team.
The passenger insight surveys focused primarily on air service development, commercial, passenger segmentation and passenger satisfaction, providing an effective fieldwork team, which in turn allowed a detailed insight and analysis of the results.
The market intelligence directly impacted the ASD team’s successes in attracting new air services, alongside refining the commercial strategy supporting the introduction of new brands into the airport terminal.
Small European Airport
Passenger Profiling for Air Service Development and Marketing
KPI was commissioned to undertake a market survey project at a European airport aimed at recording the passenger profile of the specific targeted passenger groups. The information supported the Air Service Development and Airline Marketing activities of the Airport. The project was also required to provide feedback on the City and Country as a visitor destination including tourism information, satisfaction and expectations.
Medium-sized European Airport
Quality Monitoring Analysis
KPI were asked to develop a project to combine and analyse the quality of existing research activity and results from the range of surveys previously commissioned by the Airport, and develop solutions, recommendations and actions for the key challenges and issues highlighted by the client.
Major Middle East Airport
Mystery Shopping for Food and Beverage outlets
KPI developed and implemented a Mystery Shopping Programme to monitor the performance in every detail of service for the primary F&B outlets at a major Middle East Airport. KPI designed an in-depth questionnaire for the fieldworkers that allowed both a quantitive and qualitative evaluation of the provided services, as well as a cross-reference to the other quality monitor surveys. The sampling and proposed number of visits allowed for a comprehensive depiction of the strengths and weaknesses of the outlets, while mitigation actions were also recommended that allowed the operator to become the best in quality service provider at the specific airport.
