The surveys carried out in 2017 by Doxa (a leading market research institute) and concerning services at the airports of Malpensa and Linate highlight a very high satisfaction level of passengers.
The surveys carried out in 2018 by Doxa (a leading market research institute) and concerning services at the airports of Malpensa and Linate highlight a very high satisfaction level of passengers. The new Customer Satisfaction rating system is based on the Customer Satisfaction Index (on a scale of 0 to 100).
Development of the Customer Satisfaction Index
Source: SEA, Doxa
The results are overall stable, in comparison with 2017, across the airport system, with a slight fall off at Malpensa Terminal 1 and a slight improvement at Linate. To complete the perceived quality monitoring system, a 24-hour passenger satisfaction surveying system was introduced in 2015 concerning various individual services. This system uses various faces that can be chosen on a totem (satisfied, indifferent, dissatisfied). Since December 2018, the number of totems has been further increased from 30 to 100 devices. The tool is simple yet effective because it allows the passenger to express an opinion immediately after using the service. The areas monitored are: security, sanitary services, commercial businesses and general maintenance areas. The monitoring provides daily and hourly results, allowing timely interventions, the improvement of quality standards and the prevention of medium to long-term deviations. A service-specific alert system also allows immediate intervention in case of negative assessments concentrated in a short period of time.