CLE's Customer Satisfaction Scores Set New Milestones 

January 25, 2020

Press Releases

Cleveland Hopkins International Airport (CLE) continues its upward trajectory in Customer Satisfaction Scores in the Airports Council International’s (ACI) Airport Service Quality (ASQ) Survey. 

“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, the fourth quarter 2019 Airport Service Quality Survey recognizes Hopkins for consistently exceeding the global averages, year over year, in several categories.” 

In Q4 CLE finished with an Overall Satisfaction Score of 4.4 out of 5, which is a sizable jump from Q4 2018 when CLE finished with 4.2. For the year, CLE finished at 4.33 out of 5, which is also up significantly from the 4.18 year-end Overall Satisfaction Score from 2018. 

“It is important as the airport continues to grow that we also continue to provide the best possible experience for our guests,” said Airport Director Robert Kennedy. “I am proud of our staff and our airport partners for their continued dedication to enhancing the customer experience.” 

CLE came in with the highest scores they have ever had in Q4 in the following categories: 

  • Overall Satisfaction Business Travelers
  • Overall Satisfaction Leisure Travelers 
  • Courtesy and Helpfulness of Airport Staff 
  • Cleanliness of Washrooms/Toilets 
  • Cleanliness of Airport Terminal 

In every one of the above categories, CLE also scored higher than airports globally in the same size category (5-15 million) and the North American average. 

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 in-person by 350 randomly selected passengers at boarding gates of pre-selected flights each quarter. 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.