CLE Earns Highest Customer Satisfaction Scores in Over a Decade
July 23, 2019
Cleveland Hopkins International Airport (CLE) received their scores from the Airports Council International North America’s (ACI-NA) Airport Service Quality (ASQ) and they have received their highest marks since the start of their participation in the program over a decade ago.
“Cleveland Hopkins International Airport continues to focus on improving visitor experience in all aspects of customer service,” said Mayor Frank G. Jackson. “As a result of these efforts, this quarter’s 2019 Airport Service Quality Survey recognizes Cleveland Hopkins International Airport for consistently exceeding the global averages, year over year, in 32 of 34 categories.”
“It is truly a team effort from all of our partners in the airport to make our guests’ experience here the best possible,” said Airport Director Robert Kennedy. “As our passenger numbers grow, it is important for us to continue to reach every person who comes through our doors in a positive way.”
CLE received a score of 4.30 overall for the second quarter in 2019, an increase over 2018’s second quarter score of 4.14. The 4.30 overall score earned by CLE is not only above the global average of all airports that participate in the survey, but also above the North American average of 4.16 and airports of the same size, which was 4.22. CLE also scored higher in 32 out of 34 categories year over year.
ACI is the trade association for global airports whose mission is to advance the interests of airports and to promote professional excellence in airport management and operations. ACI’s ASQ is a world-renowned and globally established benchmarking program measuring passengers’ impressions during their airport visits. Many of the world’s leading airports in customer service utilize the ASQ survey program to provide key passenger research and insight, as well as essential management information. ASQ is designed for airports seeking a more effective and efficient means to serve passengers.
The questionnaire is completed by randomly selected passengers at boarding gates of pre-selected flights. Flights are selected based on destination and carrier
in order to obtain a representative sample of all departures from a participating airport. The ASQ Survey covers all operating hours of the participating airport, and each day of a week is evenly distributed between each month of a quarter.