Chicago O'Hare | Terminals 1 and 3 - Flychicago
Post on 27-Feb-2023
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Survey Overview• To prepare for the solicitation of food and beverage
concessions a preference survey was conducted in Terminals 1 and 3 at Chicago O’Hare International Airport
• Total survey sample was 2,023 departing passengers: 809 from Terminal 1 and 1,214 in Terminal 3
1
Most Desired Local Restaurants
27
“What Chicago eatery would you love to see at
Chicago O’Hare Airport?”
123 Write-In ResponsesTop Responses = 60%
Top ResponsesLou Malnati's Portillo'sGiordano'sGibsonsPizzeria UnoFronteraGino's EastBeatrixBeggars PizzaBig StarHarold's Chicken ShackRoti Modern MediterraneanSmoke Daddy
Most Desired National Brands
28
“What brand or chain restaurant would you like
to see at the airport?”
191 Write-In ResponsesTop National Chains = 57%
Top ResponsesChick-fil-aMcDonald'sPanera BreadChili'sChipotle Mexican GrillPotbelly Sandwich WorksCulver'sFive GuysP.F. Chang'sTexas RoadhouseApplebeesIn-N-Out BurgerOlive GardenPanda ExpressPopeyesPortillo's RestarauntsStarbucksSteak 'n ShakeTGI Friday'sThe Cheescake FactoryWendy's
Satisfaction with Food and Beverage Concessions*
37
*1=unacceptable, 2=poor, 3=okay/fair, 4=satisfied, and 5=very satisfied
Food and Beverage Purchases• 70% of respondents made a food and
beverage purchase
• A larger percentage of Terminal 1 passengers made a purchase compared to Terminal 3 passengers
• A larger percentage of connecting passengers made a purchase compared to originating passengers
• Out-of-area residents were more likely to make purchases than local residents
70%
Satisfaction with Food and Beverages
• 76% who made a purchase are satisfied with food and beverage concessions
• Terminal 3 passengers had a higher level of satisfaction with food and beverage concessions compared to Terminal 1 passengers
• Millennials reported a lower level of satisfaction than other passengers
• Satisfaction between connecting and originating passengers was the same
76%
Food and Beverage Preferences
Fast food / quick serve restaurants are most preferred by nearly 40% of all respondents, followed by snack foods
39% 29%
Food and Beverage Preferences
Top food choices by category
Sit-Down Restaurants Fast Food/QSR Snack
All-American Sandwiches/Deli Fresh Fruit/Vegetables
Chicago Pizza Chicken Nuts
Mexican Café/Bakery Style Smoothies
Italian Fresh Salads Pastries/Baked Goods
Steakhouse Mexican Candy
Food and Beverage Preferences
Top considerations when choosing a place to eat include:
Terminal 1 passengers consider amount of free time and location/proximity to gate more important than Terminal 3 passengers
Location/Gate
Proximity
Amount of Free Time
Value for Money
Menu VarietyCleanliness
Opportunities to Enhance Service
Opportunities to offer passengers a better experience
with food and beverage concessions include:
Better Prices
Healthier Options
More Seating
Compared to Terminal 1, a larger percentage of Terminal 3
passengers said these are more important to their experience:
More Snack Food
Options
Courteous Staff
Faster Service
Local & Chain Brand Preferences• In addition to concepts already
offered at O’Hare, passengers would like to see new concepts such as Chik-fil-A, Panera, Chipotle, Potbelly, and Culver’s, to name a few
• Some of the local concepts passengers would like to see at O’Hare include Lou Malnati’s, Portillo’s, Giordano’s, and Gibsons
Recommend O’Hare to Others
• 86% of passengers in the survey would recommend O’Hare to others
• 89% of millennials would recommend O’Hare to others
89% 86%M
ILL
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Millennial Nuances• Millennials show the same interest in bars as
sit-down restaurants while non-millennials have a greater interest in sit-down restaurants
• Millennials have a greater interest in specialty bars such as tequila, vodka, whiskey and wine bars
• Millennials show a greater preference for national chains/brands, while other passengers prefer local eateries
• Offering better prices is more important to millennials than other passengers
• Millennials consider value for money more important when choosing a place to eat compared to others
61
I like the predictability of brands I know
I can’t buy what I can’t afford
I will pay what it’s worth to me
Bars and sit-down dining are both important to me
I want somesophistication in a bar
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