Nad’S ‘Strong Position’ On Customer Satisfaction


Vernice Walkine, vice-president of marketing and communications at NAD.

THE Nassau Airport Development Company (NAD) said yesterday that it was holding a “strong position”, a recent customer satisfaction survey giving it a score of 4.05 out of 5.

NAD said yesterday that quarterly surveys by Airport Service Quality (ASQ), part of Airports Council International, were conducted to determine overall satisfaction, as well as traveller happiness with specific airport services and amenities.

The Lynden Pindling International Airport (LPIA) is then benchmarked against other airports in the world of a similar size and comparable passenger traffic.

Vernice Walkine, NAD’s vice-president of marketing and commercial development, said: “We started using the ASQ format in the first quarter of 2011. It allows us to measure results against global airports, regional competitors and airports with similar passenger flow.

“Our most recent survey results show that we are holding a strong position with an overall satisfaction level of 4.05 out of a possible five, and we are determined to continue to improve that score.”

Ms Walkine said improving customer service can be a challenge in the midst of facility upgrades. The airport is undergoing a $409.5 million redevelopment project.

“While we’ve made significant progress over the past five years, there is room for improvement,” she added.

“LPIA is in the middle of a major overhaul of the physical infrastructure. We are cognisant of the fact that improving the facilities means nothing if the passenger experiences remain the same, so we are engaged in a number of initiatives to help to drive improved customer satisfaction - cleaner facilities, more amenities such as free WiFi, gardens and patios.”

As stage two plans move ahead with construction of a new International Arrivals Terminal opening this autumn, NAD’s commercial development team is looking forward to stage three - a new  Domestic and International Departures Terminal and Domestic Arrivals Hall to open in autumn 2013.

The team is on the ground conducting an independent survey to find out the best product and retail mix to include in the final development stage. The goal is to approach 1,200-1,500 passengers in the current International and Domestic Halls to determine the retail options travellers want to see in the completed terminal.

“In the final stage of the project we are doing something we haven’t done before. We’re combining the International and Domestic Departures areas. So if you are travelling to Long Island or to London you will be leaving out of the same area and will share the same retail space and amenities. The surveys will help us strike the perfect balance for this new demographic mix,” Ms Walkine said.”


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