BAR METER Q3 2017 vs Q3 2018
Overall satisfaction
Global snapshot of airport customer satisfaction, produced by ACI ASQ Access
Q3 2018
4.21
CATEGORY
In 2017, the third quarter showed the lowest level of overall satisfaction in comparison with other quarters of that year. In 2018, airports have been able to maintain the level of satisfaction and a significant increase compared to Q3 2017 is observed. Scores have improved for most regions and airport sizes, especially in Middle-East region and amongst middle-sized airports (15-40mppa).
Wayfinding
Q3 2017
Q3 2017
Q3 2018
Security
4.22
4.24
Q3 2017
Q3 2018
Passport/ID Control Q3 2018
4.24
4.25 Q3 2017
Q3 2017
4.19 Airport Facilities
Q3 2018
Q3 2018
4.26
3.99
Q3 2017
Passengers’ overall satisfaction level remains stable since the beginning of 2018 and is higher compared to Q3 2017.
Check-in
4.02
BY ASQ
4.17
Q3 2018
4.23
4.21
Airport Environment Q3 2018
4.20
3.94 Q3 2017
Q3 2017
4.16
3.88
Results are means on a 5-pt scale.
Overall satisfaction
EUROPE Q3 2017
NORTH AMERICA Q3 2017
Q3 2018
3.95 3.98
MIDDLE EAST Q3 2017
Q3 2018
Q3 2018
4.27 4.40
4.09 4.12
ASIA-PACIFIC Q3 2017
LATIN AMERICA/ CARIBBEAN Q3 2017
Q3 2018
4.58 4.64
Q3 2018
4.07 4.07
AFRICA Q3 2017
Q3 2018
3.91 3.84 Results are means on a 5-point scale. indicates that the segment’s performance is higher or lower compared to the Q3 2017 result on a statistically significant level (95%).
Overall satisfaction
Q3 2017
Q3 2018
4.15 4.17
< 2M
Q3 2017
Q3 2018
4.23 4.26
2-5M
Q3 2017
4.17
Q3 2018
4.16
5-15M
Q3 2017
Q3 2018
4.14 4.22
15-25M
Q3 2017
Q3 2018
4.02 4.13
25-40M
Q3 2017
Q3 2018
4.23 4.26
> 40M
Results are means on a 5-point scale. indicates that the segment’s performance is higher or lower compared to the Q3 2017 result on a statistically significant level (95%).
Source: ACI Airport Service Quality Departures Programme 2017-2018