CUSTOMER AIRPORT TOP TEN The ten worst elements in customer satisfaction COMPLAINTS
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CUSTOMERAIRPORT
TOP TEN
The ten worst elementsin customer satisfaction
COMPLAINTS
NUMBER
Confusing layout ofsecurity-screening checkpoint
10COMPLAINT
NUMBER
Chaotic check-in andbag-drop process
9COMPLAINT
NUMBER
Lengthy security-screeningprocess
8COMPLAINT
NUMBER
Not knowing how longany event will take
7COMPLAINT
NUMBER
Complete lack of seating after security screening
6COMPLAINT
NUMBER
Difficulty in finding groundtransportation after arrival
5COMPLAINT
NUMBER
Jammed, dirtybathrooms
4COMPLAINT
NUMBER
Unfriendlysecurity personnel
3COMPLAINT
NUMBER
Almost impossible to findway around
2COMPLAINT
NUMBER
Having towait with nothing to do
1COMPLAINT
Creating value throughtransforming journeys
CUSTOMEREXPERIENCE
To provide customers with a distinctive experience, anorganization must unite around the goal of meeting customers’ true needs.
The effort can power a vast amount of innovation.
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