Indicators of customer information services
Indicators of customer information services
| Indicator | Unit of measure | Malpensa T1 | Malpensa T2 | Linate | |
|---|---|---|---|---|---|
| Easy-to-browse and up-to-date website | % of satisfied passengers | Target 2016 | 90.0% | 90.0% | 90.0% |
| Result 2016 | 97.4% | 92.5% | 92.2% | ||
| Perception of the effectiveness of the operational information points | % of satisfied passengers | Target 2016 | 95.0% | 95.0% | 95.0% |
| Result 2016 | 98.2% | 97.7% | 97.9% | ||
| Perception of the clarity, comprehensibility and effectiveness of the internal signage | % of satisfied passengers | Target 2016 | 98.3% | 92.0% | 98.4% |
| Result 2016 | 97.8% | 96.9% | 96.9% | ||
| Perception of the personnel's professionalism (info point, security) | % of satisfied passengers | Target 2016 | 95.0% | 95.0% | 95.0% |
| Result 2016 | 97.1% | 95.2% | 97.7% | ||
| Overall perception of the effectiveness and accessibility of public information services (monitors, announcements, internal signage, etc.) | % of satisfied passengers | Target 2016 | 93.0% | 93.0% | 95.0% |
| Result 2016 | 99.3% | 98.1% | 97.4% | ||
| Airports in numbers | T1 | T2 | Linate | ||
| Operational information points (desks + virtual desks) | 14 | 4 | 5 | ||
| No. of information monitor blocks | 210 | 66 | 46 | ||
Source: SEA, CFI Group
During 2016, we consolidated airport assistance service through a video conference system activated in 2013. Passengers can receive assistance directly from customer service operators by interacting with them through one of 16 video terminals in our two airports.
In the last 2 months of the year, a promotional campaign was carried out with the aim of divulging such a new and innovative way of helping passengers navigate through the airport. A comparison with the previous year, for the months in which the number of available workstations was the same, showed a 15% increase in the use of the service.
SEA is part of Airport Helper Community, which includes some of the major European airports and develops ideas and projects together. The aim is not only to improve the passenger welcome, but also to increasingly engage and make use of all the staff working at airport. In 2016, two information meetings were organised with the SEA personnel enrolled in the Airport Helper project.
In 2016, the first phase of the "Time to Gate" project was successfully completed, providing a dynamic indication (including any queuing wait times at passport control) of the minutes needed to reach the gate.