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2015 Airport Service Quality Survey Results

Airports Council International’s* (ACI) Airport Service Quality (ASQ) survey is a standard for measuring passenger satisfaction. ASQ allows airports to see where they stand relative to their peers and competitors and helps them to prioritize improvement projects and validate their investments in new facilities and services.  Highlights of the 2015 ASQ survey are listed below.

Category Jan-Mar Apr-Jun Jul-Sep Oct-Dec
Overall impression of SFO 4.18 4.19 4.10 4.11
Wayfinding 4.28 4.26 4.22 4.21
Courtesy of airport staff 4.31 4.24 4.17 4.22
Ambience of the airport 4.06 4.08 4.01 4.04
Internet access / Wi-Fi 3.76 3.99 3.99 4.00
Cleanliness of airport 4.29 4.29 4.21 4.23
Cleanliness of washrooms 4.03 4.07 3.94 3.97
Restaurant facilities 3.77 3.79 3.72 3.76
Shopping facilities 3.63 3.64 3.59 3.64
Courtesy of security staff 4.15 4.08 3.91 4.01
Feeling of being safe 4.30 4.21 4.09 4.16
Waiting time at security 4.27 4.06 3.89 3.94
Passport wait time 4.34 4.20 4.06 4.07

*ACI is the voice of airports worldwide and its mission is to advocate policies and provide services that strengthen the ability of airports to serve their passengers, customers and communities.