AVIATION MARKET RESEARCH

EPINION AVIATION

Epinion delivers market

research to more than 35
airports. Epinion is the primary
chosen partner of all the
airports due to its exceptional
high international expertise and
quality.

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FACT BASED DECISION MAKING FOR

STRATEGIC MANAGEMENT.
HIGH EXPERTISE IN QUANTITATIVE
AND QUALITATIVE MARKET RESEARCH
FOR AIRPORTS.
ALL PLATFORMS OF DATA
COLLECTION.

ABOUT EPINION
Epinion was established in 1999 as
a specialised market research
and fact-based consultancy firm currently with offices in Aarhus,
Copenhagen, Hamburg, London,
Malm, Oslo, Saigon, Stavanger and
Vienna.

Furthermore Epinion has great insight

and expertise in consulting and
employs more than 150 highly skilled
specialists and consultants with
extensive experience in both
quantitative and qualitative methods.

Epinion is one of Europes largest

market research companies in the
field of aviation with a large and
diversified customer base, which
ensures that Epinion constantly works
with the newest developments and
trends within the sector.

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AIRPORTS USING EPINION AS

CHOSEN MARKET RESEARCH SUPPLIER TODAY

We are delighted with the

highly professional and
efficient way Epinion have
transitioned our core
surveys and introduced new
and more efficient field
management processes
DAVID ELLIS
Head of Research and Insight Commercial
Passenger Services at Heathrow Airport

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METHODS AND TOOLS

DATA PROCESSING: PRODUCT DEVELOPMENT, ANALYSIS, EVALUATION ETC.
QUANTITATIVE

QUALITATIVE

STATISTICS

Online interviews
Webpanels
Telephone interviews
Stop-go interview
Mystery shopping
Hall test

Observation
Focus groups
Innovation workshops
Personal in-depth interviews

Regression analyses (multiple,

logistic, linear and non-linear)
Factor analyses
Cluster analyses
Structural equation modelling
Conjoint analyses
Time series analyses
Latent growth modelling

QUALITATIVE

PAPI

Focus group

CATI

CAWI CAPI

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Epinion uses all standard data

collection and analysis methods.
The choice of method depends on
the survey.

Epinion has extensive experience in

mixing methods in survey designs.
We provide data in all formats
(Excel, SAS, SPSS or ASCII) to
clients, who want to analyse data
in-house.

DATA COLLECTION
QUANTITATIVE

We ensure that the collected data

is directly applicable for the client

In-depth interview

AVIATION RESEARCH SERVICES - OVERVIEW

PASSENGER TRACKING
AND PROFILING

PASSENGER EXPERIENCE

COMMERCIAL

FLOW,
OBSERVATION
AND PASSENGER
COUNTING

PASSENGER
SATISFACTION

COMMERCIAL
DEVELOPMENT
F&B, RETAIL AND
PARKING

ROUTE
DEVELOPMENT

EMOTIONAL
ANALYSIS

MYSTERY
SHOPPING

PRICE AND BUYING

BEHAVIOR ANALYSES

CAMPAIGN AND
CONCEPT TESTING

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FLOW, OBSERVATION AND

PASSENGER COUNTING

PASSENGER TRACKING AND PROFILING

We monitor and develop passengers paths through all

service points in the travel value chain in order to identify
under and over performance in all relevant contact areas of
the passenger journey. Our services will enable you to plan
and optimise resources in order to obtain the most ROI on
each passenger contact point in the travel value chain.
Our methods can enable you to identify and explore the
performance of each entrance and flow route through an
airport and create the best possible basis for decisions for
layout and designfor instance, the location of CUSS
machines, new retailers, advertising etc. We can also help you
identify when and how passengers arrive at the airport, as
well as patterns in arrival to check-in in relation to expected
departure.

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ROUTE DEVELOPMENT

PASSENGER TRACKING AND PROFILING

We can provide valuable knowledge about passengers

behavior. These results can serve as a central input in the
decision-making process. We provide the necessary insights
to help you explore your passenger statistics.

These insights can serve as an important tool in order to

develop, optimise and plan new routes or enhance existing
routes. Supplement the passenger statistics (MIDT data, etc.)
with knowledge of passengers demographics and travel
behavior.
The results we provide can be used to target route
suggestions to the individual airlines and identify new
potential routes as well as the need for increased frequencies
on existing routes.

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PASSENGER SATISFACTION

PASSENGER EXPERIENCE

Uncover driverstangible as well as intangiblein order to

gain insight into the parameters that affect overall passenger
satisfaction. We can help you identify any areas in need of
improvement that would be particularly beneficial to focus on
in the future.
We provide you with insights into need-to-have factors in
relation to buying experiences and the general experience
surrounding travel - both factors that increase general
passenger satisfaction.

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EMOTIONAL ANALYSES

PASSENGER EXPERIENCE

Airports and airlines often have a general knowledge about

how to optimize passenger satisfaction. Traditional analyses
often focus on deviations in departure time and prices, but
thats just the tip of the iceberg. Passenger satisfaction also
involves a lot of feelings fear of being late, stress, joy,
excitement, and so on.
We provide you with the tools to help you measure these
feelings and give you a deeper understanding of whats
important for your passengers.

By bringing feelings into the equation, youll gain a strong

foundation for optimizing your passengers overall
satisfaction and bringing them closer to you on a different
level than your competitors.

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COMMERCIAL
DEVELOPMENT F&B, RETAIL
AND PARKING

COMMERCIAL

Depending on the specific business case, we develop and

create the platform on which to base strategic decisions to
innovate your business concepts landside and airside.
What is the perfect shop mix and the best placement of the
shops/concepts?
What do the passengers want and what can be expected in turnover at
different shop/concept mixes?
Do any of the shops/concepts overlap?
What is the cannibalization rate landside versus airside associated with
developing the commercial areas of the airport?

We use a set of different methods and advise on the most

optimal scenario, not only from a passenger point of view but
also from an overall revenue perspective, so you have the full
picture when entering your next commercial development
business case.

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MYSTERY SHOPPING

COMMERCIAL

Epinion delivers Mystery Shopping according to the mantra

The bitterness of poor quality remains long after the
sweetness of low price is forgotten. As a rule of thumb, it
takes seven satisfied passengers to compensate for one
unsatisfied passenger. This means that we have a critical view
on quality, and we ensure that the results we provide create a
call to action for the organization which leads to the
optimization of service, procedures and general customer
experience.
We help you gain valuable insight into passengers
experience insights that will increase the overall service
level through increased focus on sales and service. Mystery
Shopping also serves as a strong dialogue and feedback tool,
for instance between the airports key account managers and
each store unit or the provider of public transportation and
the operators.

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PRICE AND BUYING

BEHAVIOR ANALYSES

COMMERCIAL

We conduct price comparisons in order to determine price

differences. We analyse price perception and price sensitivity
across various products and services. Our services provide
you with qualified input for pricing of various products and
services, for instance ticket prices, lounge access and airport
parking, and help you identify the right product combinations
that passengers demand.
The analyses are performed using a variety of methods such
as conjoint analysis, MaxDiff and Van Westendorps price
sensitivity meter.

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CAMPAIGN AND
CONCEPT TESTS

COMMERCIAL

We can measure the impact of campaigns through such tools

as unaided/aided awareness, un-helped/helped message
comprehension, likeability (why do they like/dislike), intention
to buy and buying behavior.

We can help you to determine the best way to communicate

(choice of media, placement of advertisement etc.), and we
can test and develop products, slogans, price and product
mixes.
We can also determine the ROI of an investment in new
services or products, such as free internet, mobile apps,
parking services, or types of shops at the airport, and we can
evaluate the effectiveness of a campaign on social media.

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MARKET RESEARCH AT ALL LEVELS

All our interviewers have airside passes enabling us to access respondents in all areas of the airport.

Entry

Check in

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Security

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Shopping /
F&B area

Gate /
boarding

Coming
back

Baggage
claim

Custom

Exit

AVIATION REPORTING
SOLUTIONS

INCITE

Insights must be communicated to create value, and Epinion

therefore offers a range of online reporting solutions to
complement to our research services.
We work with industry standard business intelligence
software as well as Incite a proprietary reporting solution
designed specifically for survey results. Developed in close
co-operation with our aviation customers, Incite comes with a
number of customizable templates for the industry
including passenger tracking, profiling and satisfaction, route
development, mystery shopping and smaller ad hoc surveys.
Our reporting solutions span survey-oriented market
research reports, business intelligence dashboards and KPI
scorecards.

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CONTACT OUR TEAM

OF AVIATION EXPERTS
Wed love to hear about your next project,
so get in touch with Epinion and determine
how you can benefit from our Aviations
expertise.

KRISTIAN BUDOLFSEN

OLE PAASKE

TERJE VAMMEN

DEVELOPMENT DIRECTOR,
AVIATION

SENIOR MANAGER

MANAGING DIRECTOR,
NEW MARKETS, AVIATION & TRANSPORT

+45 61 46 14 66

+45 27 15 05 90

+45 29 86 15 15

KB@EPINIONGLOBAL.COM

OP@EPINIONGLOBAL.COM

TV@EPINIONGLOBAL.COM

Our team of dedicated consultants are

waiting to help you in your market research,
allowing your business to truly take flight.

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