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Airport Service Quality Survey Results

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.

Results for the 4th Quarter 2017 indicate a need for mitigation of the negative effects of increased volume on passenger satisfaction. Most of the airport’s key indicators of customer satisfaction are down on a year-over-year basis and a careful examination of the data reveals a high correlation with enplanement activity. Satisfaction by terminal and by experience is directly related to how busy the terminals. In order to increase spend rates and both attract and retain customers, an increased focus on keeping our increasingly busy airport working efficiently and with a pleasant ambiance is necessary.

*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.

Q4 2017

Category Oct-Dec 2016  Jan-Mar 2017 Apr-Jun 2017 Jul-Sep 2017 Oct-Dec 2017
Overall impression of SFO 4.20 4.13 4.13 4.09 4.16
Wayfinding 4.27 4.27 4.21 4.23 4.26
Courtesy of Airport staff 4.25 4.24 4.20 4.22 4.19
Ambience of the airport 4.13 4.07 4.08 4.02 4.08
Internet access / Wi-Fi 4.00 3.98 4.02 4.93 3.96
Cleanliness of airport 4.32 4.26 4.24 4.15 4.23
Cleanliness of washrooms 4.09 4.08 4.04 4.00 4.05
Eating facilities 3.74 3.75 3.70 3.67 3.72
Shopping facilities 3.62 3.60 3.62 3.60 3.53
Courtesy of security staff 4.03 4.07 3.99 3.95 3.94
Feeling of being safe 4.15 4.17 4.13 4.09 4.06
Waiting time at security 3.89 4.00 3.92 3.90 3.84
Passport Inspection 4.02 4.02 3.95 4.01 3.97

 

View the Complete PDF iconSFO Q4 2017 Passenger Satisfaction Report