San Francisco Airport – Customer Satisfaction

Prashant Verma I Prerit Singhal I Sachin Mangale I Sarvesh Joshi I Vijay Bhugra I Vinayak Suryavanshi
Types of Airports as per Airports Council International

• Mega: 32 million or more passengers per year

• Large: 10 million to 31.5 million passengers per year

• Medium: 4 million to 9.9 million passengers per year

Satisfaction Drivers

• Airport Accessibility – Getting to the airport / leaving the airport

• Check-In/Baggage Check (as applicable)
• Security Check
• Food, Beverage and Retail
• Terminal Facilities (Concourses, lounges, signage, restrooms, gate areas)
• Baggage Claim (as applicable)
• Immigration/Customs (as applicable)
Age
Age Group

10% 3%
1% 0
12%
<18
18-24
17% 25-34
35-44
45-54
22%
55-64
65<
19%

18%
Gender

Gender

5%
0
Female
48% Male
47%
Income
Income

19% 0
21%
5
$100,001-$150,000
1% $50,000-$100,000
< $50,000
18% 17% >$150,000

25%
Terminals

  International Terminal Terminal 1 Terminal 2 Terminal 3

93.15% 83.19% 90.74% 96.00%
Flight On Time
6.85% 16.81% 9.26% 4.00%
Late
Terminal 1 is lagging in terms of on time flight scheduling

Passengers/Day
Terminal
Handled
International Terminal 30.91%

Terminal 1 32.72%

Terminal 2 15.06%

Terminal 3 21.31%

Terminal 1 is the Busiest Terminal in terms of passengers handled

Purpose of trip
%
Wedding/Funeral/Graduation;
2.94%

Visiting Friends/Relatives;
20.87% Business/Work; 32.21%

School; 2.22%

Conference/Convention;
2.66%
Immigration; 0.15%
Medical;1.34%
No Response;
Other; 0.21%

Pleasure/Vacation; 37.24%

Purpose of trip is either Business/Vacation/Visiting friends

Purpose of trip
Purpose of Trip Average of Process Time Average of
Terminal
Process Time
Business/Work 143.2
Conference/Convention 145.5 International Terminal 166.4467698
Immigration 133.8
Terminal 1 133.5810373
Medical 105.2
No Response 171.6 Terminal 2 130.380035
Other 210.5
Terminal 3 145.4228856
Pleasure/Vacation 151.4
School 144.8 Total Average 145.3967098
Visiting Friends/Relatives 137.2
Wedding/Funeral/Graduation 139.6 International Terminal needs to work on process time to keep below
average process time
Grand Total 145.4

Avg Process time is Below average for Business/Conference

people & Less for Medical Emergencies
 Day Busiest Day(%)

Sunday 13.6%

Monday 14.0%

Tuesday 11.3%

Wednesday 15.9%

Thursday 18.3%

Friday 12.7%

Saturday 14.2%

Airport Busiest day is Thursday & Ordinary day is Tuesday

Boarding Gate

Boarding Gate Busy Terminal Type

Boarding Area A, Intl Terminal 54.55%

International
Boarding Area G,Intl Terminal 45.45%
Boarding Area B, Domestic 69.85%
Terminal 1
Boarding Area C , Domestic 30.15%
Boarding Area D,Domestic 100.00% Terminal 2
Boarding Area F,Domestic 100.00% Terminal 3

Boarding Area C can share load of Boarding Area B for less congestion
Airline
Airline Busy
Alaska 5.60%
American 7.54%
Continental 5.40%
Delta 8.63%
Jetblue 6.84%
South West 10.38%
United 23.53%
US Airways 5.68%
Virgin America 7.52%
These Airline Companies Contribute Approximately 80% of passengers
Cleanliness

Cleaning Status Score as % of Remark

Respondents
Cleanliness at Boarding Area 36% Outstanding
Cleanliness at Air train 51% Never Used
Cleanliness at Parking Garage 65% Never Used
Cleanliness at Rental Car Centre 62% Never Used
Cleanliness at Restaurant 30% Clean
Cleanliness at Restrooms 36% Clean

People are more happy with cleanliness at Parking Garage & Rental Car Service
Information

Q8H
1
5% 10% 2
29% 3
14% 4
5
6
24% 19% 7
Information
Information booth
Q8G Total
0 150
1 26 Unacceptable,
5% 1
2 98 Below Average,
10% 2
29%
3 3 637 Average,
14% 4 4 701 Good,
5 5 411 Outstanding
6
19% 7 6 1849
24%
Restaurant Purchase
Count of Restaurant Purchase Made

1898
1699

251
Blank 24No
Dont No Yes
Artwork
Artwork & Exhibition

1163

910
807
719

129 120
0 6 e e 24
g g od ng bl
e
e ra e ra Go ndi ta
Av Av tsta c ep
lo
w Ou ac
B e Un
Restaurant
Artwork & Exhibition
Restaurant

1206
1118

725
434
240
104 45
0 6 ge ge od g e
a a o din a bl
er er G n
ep
t
Av Av
tsta c
ow Ou ac
Be
l Un
Retail
Retail Shop

1175 1155

699

426

234
137
46
0 6 Average Below Average Good Outstanding Unacceptable
Thank You