Airport Service Quality Survey
The Airport Service Quality (ASQ) survey conducted by Airports Council International (ACI) is the world's largest such study and provides the industry standard for passenger satisfaction benchmark data. In 2008, a quarter of a million interviews were held in 50 countries, covering 60% of all airports worldwide.
We aim to achieve top quartile ranking in the ACI European Airports benchmark of similar sized airports, reflecting our vision of becoming the World's Airports of Choice and focusing on criteria including cleanliness, ambience, overall satisfaction, and courtesy and efficiency of staff.
The following tables summarise MAG's performance in the latest ASQ surveys. The first table shows results published in March 2010; however the information shown in the second table is published each December, so the latest results are for 2009.
Overall Satisfaction: top quartile target within relevant European benchmark group for each airport
| 2009 | 2010 | |
|---|---|---|
| Humberside Airport | N/A | Achieved |
| East Midlands Airport | Achieved | Achieved |
| Manchester Airport | Not Achieved | Achieved |
| Bournemouth Airport* | Not Achieved | Not Achieved |
* We have initiated improvement programmes since 2008, but Bournemouth’s ranking has yet to reflect this as the improvements have been offset by the impacts of building work for the £45 million terminal redevelopment.
Source: ACI.
The ASQ survey found our airports to be strong in the areas including:
- East Midlands: availability of parking, shopping, waiting at check-in and ground transportation
- Manchester: thoroughness and courtesy of security staff and feeling safe
- Bournemouth: efficiency and courtesy of check-in staff and speed of baggage delivery.
The survey also identified areas for improvement, which we are addressing as priorities, including:
- East Midlands: business lounges, internet access/wi-fi and flight information screens
- Manchester: comfort of waiting areas, ease of finding your way and flight information screens
- Bournemouth: business lounges, flight information screens and baggage carts.