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Customer Satisfaction of Haneda Domestic Terminals' Info Staff Tops 90% in Traveler Survey

Customer Satisfaction of Haneda Domestic Terminals' Info Staff Tops 90% in Traveler Survey

Haneda's Terminal 2 that serves domestic flights.

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Japan Airport Terminal Co., Ltd., located at 3 Haneda Airport, Ohta Ward, Tokyo and the company that manages and operates the domestic terminals at Haneda Airport, released its FY2012 Customer Satisfaction Survey results on June 5. They show that Terminal 1 achieved an overall score of 73% and Terminal 2 77%.

The results were compiled from a questionnaire survey the company conducted this past January to improve traveler satisfaction with facilities, services, products and so forth. It received 1,890 responses on three categories: "Facilities," "Information Services" and "Stores / Restaurants & Cafes." The average overall satisfaction rate of 75% is 1.5 points higher than the previous year.

Restrooms were among the highest-rated facilities, with Terminal 1 scoring 78% and Terminal 2 79%. For indoor signage the terminals scored 64% and 67%, respectively, but their scores for "ease of finding information" were 47% and 54%. On the other hand, the full-time Airport Concierge information staff did very well in the survey, scoring 92% and 91%.

Japan Airport Terminal released a statement about the survey results, saying, "We have improved customer satisfaction of our employees and we have seen results from the improvements we have implemented based on customer feedback." It went on to say that in the future, the company will "continue to make facilities and services in the terminals better by improving on 'ease of finding information.'"

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