AIRPORT CUSTOMER & EMPLOYEE EXPERIENCE: 2023 CX & EX SURVEY RESULTS

AIRPORT CUSTOMER & EMPLOYEE EXPERIENCE

2023 CX & EX SURVEY RESULTS

Passenger Numbers Continue to Soar: A Look at Airport Efforts in Customer & Employee Experience

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SURVEY OVERVIEW Key Themes How to Use this Report Survey Process SURVEY RESPONSES Who Were the Survey Respondents? CX and EX in Strategic Plans Importance of CX and EX Training Modalities Challenges and Solutions Motivating Employees to Go Above and Beyond for Customers Attracting and Retaining Employees Diversity Equity & Inclusion SUMMARY CXE AT A GLANCE 3 3 4 4 5 5 6 7 8 10 11 12 13 14 15

TABLE OF CONTENTS

CXE proudly presents the results of our fourth airport industry Customer Experience (CX) & Employee Experience (EX) Survey. In the spring of this year, we engaged with our extensive community of airport leaders to gain valuable insights into their operations, their relentless pursuit of enhancing customer experience, and their unwavering commitment to implementing employee experience best practices in attracting, retaining, and developing exceptional staff.

KEY THEMES

It is evident that the era of recovery is now behind us. Air travel demand has surpassed even the remarkable numbers of 2019, with passengers flocking back to the terminals in unprecedented numbers. However, what sets this resurgence apart from 2019 is the overwhelming proportion of passengers embarking on leisure trips rather than business meetings. This wave of “revenge travel,” as it has been dubbed, injects a much-welcomed surge of traffic into airports. Nevertheless, this radical demographic shift has posed new challenges for business owners and airport management.

Along with these positive developments, labor challenges have resurfaced, placing even greater strain on an already constrained workforce. Both employers and employees are facing shifting expectations. Assembling a talented team has become a more intricate process, and retaining top talent presents an entirely new set of challenges. The U.S. workforce is now predominantly composed of Millennials and Gen Z, and managers at all levels are continuously adapting to the implications of this demographic transformation.

The customer experience is the single most important focus for airport businesses. In this environment of struggling staff numbers alongside record passenger traffic, your employees’ satisfaction (or lack thereof) will be reflected in the service they provide for your customers. Ensure your staff is confident and capable by building a multi-faceted training plan into your business strategy. Visit us online to see how we can help with your custom training plan: https://www.cxeinc.com/training

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SURVEY OVERVIEW

CX & EX Are Two Sides of the Same Coin: Your Employees’ Experience Will Directly Impact The Experiences They Create For Your Customers

HOW TO USE THIS REPORT

In the realm of airports, it is paramount for management to recruit and train skilled employees who can consistently deliver the brand vision to customers, creating remarkable experiences time and time again. With this comprehensive report, we aim to provide valuable and indispensable insights into the current aspirations of employees regarding workplace culture. Furthermore, we outline best practices for ensuring that exceptional employees feel seen and appreciated. By implementing a comprehensive service culture plan that incorporates a variety of integrated resources, organizations can effectively address these challenges, cultivate a confident and valued workforce, and foster a sense of well-rounded team spirit. Although the survey responses indicate struggles in these areas, it is important to recognize that, while the issues may seem formidable, a holistic approach will establish effective habits that can pave the way for long-term success.

SURVEY PROCESS

In order to compile this report, CXE issued the survey to over 700 airport industry professionals. The final data and findings represent the completed survey information from respondents representing airports, concessions management, service providers, terminal operators, customer experience managers, developers, retailers, and food and beverage professionals. The survey results were finalized in spring 2023. CXE also conducted a comparative analysis of the survey, completed in June 2023 to review trends and changing patterns.

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SURVEY OVERVIEW

SURVEY RESPONSES

Who Were the Survey Respondents?

5

of organization

you work for?

position do you hold within the organization?

many employees are currently working within your organization? Airport Director 1-100 Airport Services Provider Vice President 1000+ Architect 101-500 Consultant ACDBE/DBE Manager 501-1000 Developer Employee Food & Beverage Operator Owner/CEO

respondents are employed by the Airport (majority Director or Manager level) 70%

employees or

What type

do

What

How

of

have 100

fewer

Employee Recognition programming to attract and retain staff members

40% Consider

Nearly

CX and EX in Strategic Plans

Is CUSTOMER EXPERIENCE (CX) currently identified in your strategic plan?

Is the EMPLOYEE EXPERIENCE (EX) currently identified in your strategic plan?

72%

have Airport EX identified in their strategic plan

6

Yes Yes No N/A

plan to No

the 80% that have a strategic plan addressing CX!

Not yet, but we

Not yet, but we plan to have Airport CX identified in their strategic plan. Nearly 80% Join

How do you rate the importance of the CUSTOMER EXPERIENCE in the airport?

Rate 1 - 5 (5 being of highest importance and 1 being of least importance)

100%

How do you rate the importance of the EMPLOYEE EXPERIENCE in the airport?

Rate 1 - 5 (5 being of highest importance and 1 being of least importance)

65%

rated Airport EX in the airport of high to highest importance

7

rated Airport CX in the airport of high to highest importance Importance of CX and EX

What modality of training are you currently offering your employees?

• Classroom Training (Instructor-led)

• Online or Computer-Based eLearning

• Virtual Classroom/Webcast (Instructor from a remote location)

Training Modalities

• Train the Trainer

• On-the-Job Training (OTJ)

• Blended Learning (A combination of the above)

Nearly 50 % use a blended learning approach (classroom, online, on-the-job, train-the-trainer)

Within the next year, what modalities would you like to see offered within your organization?

Blended learning (a combination of all of the above)

Classroom training (Instructor-led)

Current offerings suit our current and future needs

Improvement to the current systems

More of what we offer with more repetition and impact

61%

N/A

Online or computer-based eLearning (no instructor)

On-the-job training (OTJ)

Virtual classroom/webcast (instructor from a remote location)

would like to implement a blended learning approach

We Want Diverse Teams So We Need Diverse Training Programs That Speak to Everyone

Learn more about CXE Training options here: https://www.cxeinc.com/training

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Training Modalities

If your organization offers training, what training topics are currently available?

CXE has organized a wide array of diversified learning programs in a variety of styles and modalities for customer-facing staff, including CXElearning, Train-the-Trainer (TTT), and Instructor-led courses. Find out more: https://www.cxeinc.com/lms

What type of topics are you planning for employees?

(check all that apply)

Accessibility Training

Employee Health & Wellness

Customer Service Training

Health & Safety Training

Diversity & Inclusion Training

Operational Training

The majority plans to offer Accessibility Training, CX Training, Diversity and Inclusion Training ~ Don't miss out on CXE's extensive library with more than 20,000 online training courses!

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Challenges and Solutions

The current labor pool looks vastly different now than it did just three years ago. Our teams are made up of individuals with unique needs. Designing an adaptable training plan that addresses everyone’s needs and expectations, while challenging, will help ensure employees feel prepared to deliver exceptional experiences.

What are the top 3 biggest challenges your team faces regarding your employees?

Appreciation & Recognition

Hiring New Employees

Retaining Employees

1 2 3

*the majority of respondents reported a combination of challenges regarding labor

A strong workplace culture will speak for itself, yet consistency has to be sustained and supported. Potential new team members will see a happy staff that feels validated and recognized, and will be reassurred in their decision to join the team. CXE designs comprehensive, end-to-end recognition and appreciation programs that boost engagement and show support for a job well done.

https://www.cxeinc.com/recognition-appreciation

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What type of employee appreciation and recognition programs are you planning?

1

Award Ceremonies

Customer/ Employee Nominations

2 3

Incentive-Based Programs for Recognitions

*the majority of respondents reported using a combination of strategies

If you don’t plan to implement appreciation and recognition programing just yet, when do you plan to start?

By the end of Q2 2023

By the end of Q3 2023

By the end of Q4 2023

Currently Implemented

Ongoing

Employees who see that excellence is rewarded and appreciated are more likely to step up in their everyday duties. When customers encounter happy and fulfilled team members, they will appreciate the brand’s vision that much more. A multi-faceted recognition plan can help ensure that employees feel valued and supported in their efforts.

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Employees to Go Above and

Motivating

Beyond for Customers

Attracting and Retaining Employees

What best practices are you implementing to attract talent?

• Job Fairs

• Paid Advertising

• Social Media

• Incentives

• Headhunters

• Signage/Word of Mouth

• In-Person Networking

• Employee Referrals

• Airport/Local Government Job Boards

If you selected incentives please indicate what type of incentives.

• Hiring Bonuses

• Referral Bonuses

• Increased Hourly Wages

• Professional Development And Growth Opportunities

• Wellness Programs

• Meal Reimbursement

• Transportation Benefits

• Tuition Reimbursement

What innovative ideas or solutions are you implementing to address the talent shortage?

The vast majority of respondents seek ideas/solutions to address the talent shortage. Ways CXE can help:

a. Employee Recognition

b. Onboarding Solutions

c. Employee Development and Coaching

d. Training

e. Mystery Shopping

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Diversity, Equity & Inclusion

When it comes to Diversity, Equity & Inclusion (DEI), our organization (Fill in the blank)

Has not offered any training in this area

Has offered training and specific company goals in this area

I feel that our organization has always focused on DEI, because of our industry.

I try to incorporate DE&I into our planning

Is just beginning to focus on this area

Offered training

Seeks to hire diverse employees

31%

are just beginning to focus on DEI

CXE offers a wide range of DEI training options

Today’s employee candidates are seeking employers who are supportive, inclusive, and ethical. A holistic approach to employee development that integrates all spheres of influence will better address the many needs of a diverse workforce. See what CXE can do to support you and your team: https://www.cxeinc.com/leader-managerdevelopment

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SUMMARY

Labor and talent needs are top-of-mind for airport professionals in 2023. The global pandemic exacerbated an already strained workforce for the airport world, and now that travel and demand have fully recovered, it’s only become further evident how urgently we need to adjust to ensure airport travelers’ continued satisfaction.

When considering how to address the pains of a national shortage of workers in an already-restricted workplace, some seem to feel less confident than others. Many are offering a wide variety of incentives, but without applying a continued eye to the efficacy of these moves and a plan for ongoing development, these moves can have less than consistent results.

The customer experience continues to be a priority in this industry. As the ambassadors of your brand, your team’s satisfaction will directly impact that of your customers. A comprehensive strategy for inviting feedback from employees and customers, followed by the incorporation of that feedback into the ongoing development of the brand experience can address employee needs and customer concerns without the guesswork.

For more information about our comprehensive programs, or if you would like to discuss your service culture development needs, contact us!

Thank you for your interest and participation!

Lise D’Andrea President & CEO Lise@CXEinc.com

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ABOUT US

CXE is the leading customer experience consulting firm, specializing in inspiring organizations to innovate and transform their service culture, ultimately delivering employee and customer experiences that boost employee engagement, spark customer delight and drive organizational success. CXE designs and implements organization-wide customer service culture initiatives, employee and leadership training, mystery shopping, consulting, and employee recognition and appreciation programs. BCXE has partnered with hundreds of prominent airport, retail, hospitality, sports and recreation clients for nearly 30 years.

EVERY.CONNECTION.COUNTS.

At CXE, we partner with our clients to craft a unified and thriving service culture that sets them apart. By creating engaging experiences for employees, and memorable, differentiated experiences for customers, we help clients chart a course towards new heights of excellence.