In the 3rd quarter of 2016, the enger satisfaction indexes consecrated 15 airports among the busiest in Brazil, with the approval of 89% of engers. This is what the new quarterly survey by the Ministry of Transport, Ports and Civil Aviation points out, carried out since 2013 to measure the satisfaction of travelers with the terminals that handle 80% of them in the country. In all, 38 service, customer service, infrastructure and airport management indicators are evaluated.
On a scale of 1 to 5, the average satisfaction at the surveyed airports reached 4,24, ing the highest value of the indicator since the grade 4 was reached, in the 2nd quarter of 2015. It means that 89% of engers consider the service “good” or “very good”. Curitiba airport had the best result of General Satisfaction ever scored in the survey: 4,68.
Of the 15 airports surveyed, 14 improved results compared to the same quarter of 2015 and 13 obtained grades above 4. Around 80% of the surveyed indicators achieved averages above target 4, with 63% ing the best grades in the historical series .
This performance puts Brazil on the level of satisfaction achieved by Asian airports, considered world models by the ACI (Airports Council International) such as Changi, in Singapore; Incheon, South Korea; and Deng Xiaoping in China.
“The greatest value of a survey like this is that we can work precisely on failures, measure advances in the short, medium and long and improve strategies that maximize comfort, safety and attention to the enger”, says the Minister of Transport, Ports and Civil Aviation, Maurício Quintella.
engers appreciated the new security inspection procedures implemented by Anac at the Olympic and Paralympic Games. Queue time and friendliness at inspection achieved the best marks: 4,48 and 4,46, along with seat availability in the departure lounge (4,47).
at Santos Dumont – The average of the enger perception indicators in the Rio terminal was the one that evolved the most compared to the 3rd quarter of 2015: it went from 3,90 to 4,38. The General Satisfaction score has maintained, since the previous quarter, the level of 4,40. As a result, Santos Dumont achieved the highest growth seen in the quarter: +10,2%.
The availability of public transport at the airport reached its best average in the historical series (4,40) and the quantity and quality of commercial establishments has remained above 4 since the 2nd quarter of this year, this time with an average of 4,12, against 3,67 .3 in the 2015rd quarter of XNUMX.
RIOgaleão at the RIO2016 Games – Galeão's growth combined with the delivery of new infrastructure to meet the high demand for the Rio 2016 Games. Overall enger satisfaction reached the maximum score: 4,16.
Services performed by public bodies at the airport had the highest average per group of indicators: 4,56. There are indicators related to customs, emigration and immigration. Galeão's commercial renewal also had a direct impact on enger opinion: 4,23, much better than the 3,60 in the same quarter of 2015. It is the first time that the indicator exceeds the average of 4.
In the third semester, Galeão received the Airbus A380, the largest enger plane in the world, for the first time on a commercial flight (pictured above). Even with the grandeur of the operation, the queue time at the security inspection was 4,57, the highest average for the indicator for Galeão.
The top two of the third quarter – Afonso Pena International Airport, in Curitiba, remained in the position of best terminal in the country, with a score of 4,68. Guarulhos International Airport ranked second, with 4,46; followed by Recife, with 4,43; Santos Dumont (4,40) and Viracopos (4,39).
The greatest evolution was verified at Santos Dumont airports, which grew 10,2% compared to the performance of the same quarter of 2015; and Cuiabá, which recorded its highest growth in the historical series, despite not having exceeded target 4: it improved by 8%. Salvador also progressed, going from 3,66 in 2015 to 3,86 in 2016.
Check out the graphs below on the survey presented by the Secretariat of Civil Aviation this morning (25/10):
In all, 13721 interviews were conducted in July, August and September 2016. Since the study began in 2013, more than 238 people have been interviewed. The survey is carried out by Praxian Business & Marketing, responsible for the field research, and the confidence level of the study is 95%, with a margin of error of 5%.
Via – Secretariat of Civil Aviation (with changes from Aeroflap)
