Customer Satisfaction Survey Results

Prepared by InfoSearch and KPS3: June 15, 2014

Information To Be Covered ! Objectives

! Methodology

! Respondent profile and travel behavior

! Satisfaction rating highlights: 2014 vs. 2010, visitor vs. locals, business vs. leisure

! Recommendations and opportunities

But First…The Great News !  56% provided highest satisfaction

rating possible, up from 42% in 2010

! Of the 57 attributes rated, 46 had a 6 or higher on a 7-point scale

! Of the 52 measures rated in both years, 39 increased significantly, 13 were stable, no decreases

! Top 9 largest increases in F&B

! No ratings <6.29 on Personnel

Objectives ! Visitor characteristics

! Key demographics

! Satisfaction levels in 8 categories: arrival, check-in, TSA, personnel, F&B, amenities, facilities, overall

! Air service "wants"

! Visitor type differences

! Comparisons to 2010

Methodology ! Questionnaire designed to meet

objectives and provide trending with 2010

! 708 adult travelers completed via intercept surveys

! 7-week period from March 21 through May 7 (2010 was summer travel patterns)

Methodology ! Actual results close to goals: 43%

residents (40%), 39% business travelers (40-45%), gender 57% male (50-50%)

! 2014 compared to 2010: more males (57 vs. 51%), fewer arriving passengers (10 vs. 22%)

! Confidence interval of +/- 3.7% at the standard 95% confidence level

Respondent Profile ! 43% residents/57% visitors

! 39% business travelers, 1/3 of those attending a convention

! 10% were arriving/88% departing

! Three most common departure cities: Las Vegas, LA, San Francisco

! Three most common destination cities: Las Vegas, LA, Seattle

Respondent Profile ! Departing passengers headed for

44 states, 12 foreign countries

! Of all visitors, 2 of 3 heading to Reno/Sparks (half in 2010), 1 of 6 to Tahoe (23% in 2010)

! 90% traveling with no children, half traveling alone, 30% with only one other person

! Respondent ages: 18 to 88, mean age was 47.6 (46.7 in 2010)

Respondent Profile ! 73% employed, 14% retired,

4% students, 2% military, only 2% unemployed (similar mix in 2010)

! 1/3 high school grads, 1/3 college grads, 1/3 some post-grad

Respondent Profile ! 21% had annual household income

of <$50K, 36% with $50K to $100K, 43% with $100K or more (same as in 2010)

! Compared to RSCVA 2013 visitor profile in which 24% had income of <$50K, 38% had income of $50K to $100K, and 29% had income of $100K or more

Satisfaction Ratings ! 56% provided highest possible

rating up from 42% in 2010

! Mean rating up to 6.38 from 6.12

! 46 had a rating of 6 or higher

! Lowest rating was "price of F&B," below 5 ("street plus 10%")

! Top three ratings: ease of drop off, space in check in lobby, attractivenesss/décor in check in

!  ,

Satisfaction Ratings ! Of the 52 ratings in 2010, 39

increased significantly, 13 were stable, none decreased

! Greatest improvements were in F&B areas, greatest in "variety of places," selection of F&B, tables/seating, prices, value of food for $ paid

Satisfaction Ratings ! Other increases: facilities,

bathroom cleanliness, overall amenities, baggage claim, check-in décor, curbside security, quality and selection of shops, art, comfortable seating, OVERALL

! Stable: TSA attributes, parking, airport police and custodial staff, overall air service (e.g. non-stop flights)

Check-in and TSA ! Most common places to check in:

counter and self-serve kiosk

! Same percentage reported checking in at airport as in 2010

! All check-in attributes rated higher than 2010, especially check-in areas

! Self-reported time for TSA: 6 minutes vs. 5.6 in 2010

Check-in and TSA ! TSA Pre (41%): 5.1 minutes vs.

regular TSA (59%): 6.6

! Mean TSA time of 6.0 minutes in 2014 similar to 5.6 in 2014

! All TSA areas rated highly, lower by business than leisure

! TSA Pre rated all higher

Airline and Airport Personnel ! All area ratings increased over

2010, highest for airline personnel and curbside security

! Visitors rated curbside security higher than residents

! Over half gave highest rating to all

! None were below 6.29 (6.0 in 2010 and ** in 2004)

Food and Beverage ! All 13 attributes rated higher than

in 2010, biggest increases in variety of places and selection

! Highest (6.36) was cleanliness and lowest (4.98) was prices

! Value and prices were the two lowest rated

! Leisure travelers rated healthy foods and variety higher

Amenities (15 and Varied) ! All 15 attributes rated higher than

in 2010, biggest increase in comfortable seating

! Highest ratings: Free WiFi, family bathrooms, cleanliness of bathrooms, availability of shops, pet relief areas, free local calls

! Overall rating increased from 5.76 in 2010 to 6.10

Opportunities in Amenities ! 39% say they'd spend more time

in restaurants if more available

! Mean length of time spent in the area beyond TSA: 63.8 minutes

! 3 of 6 travelers spent at least 60 minutes in area beyond TSA

! They would spend more money on: restaurants and bars by far, then books/news and retail shops

Opportunities in Amenities ! 53% said they would spend more

on at least one type of item if available

! Visitors more likely to want gaming and gifts

Airport Facilities ! All 7 attributes increased, highest

increase in appearance/décor in gate areas

! All rated above 6.0

! Highest rated: ease of access and getting around

! Lowest rated: appearance/décor of gate areas

Overall Satisfaction ! All areas increased over 2010,

with greatest for friendliness/courtesy, safety/security, website

! Highest rating (6.48) for friendliness/courtesy

! Lowest (5.88) for overall air service, stable from 2010

! Visitors rated courtesy/friendliness and air service higher

Overall Satisfaction ! Leisure travelers rated

interactive kiosks and air service higher than business travelers

! Visitors and residents gave statistically same rating for overall experience, as did leisure and business travelers

Air Service Desires !  In 2014 cities in 44 states were

named (not Arkansas, Delaware, Kentucky, New Hampshire, S. Carolina, W. Virginia)

! Statistically similar to 2010

! Most named a city in California or West Region

! Said they would on average make 2.1 visits to their stated city

Air Service Desires ! Those who named a

California city said 3.2 visits, Western Region said 2.0 visits, and 1.5 visits for South Atlantic

! Top 7 cities named: NYC, Oakland, Minneapolis, San Diego, Ontario (CA), Chicago and Atlanta

Air Service Desires ! Cities with highest projected rate

of increased visitation with non-stop flights: Oakland, SLC, Houston, San Jose, Boise

! Highest mentions of overall projected visitation: NYC, Oakland, Houston, SLC, San Jose

!  In 2010, San Francisco was mentioned most

Suggestions (Open-ended) ! Top 6 themes: F&B, direct flights/

air service, environment/décor, electronics/outlets, TSA, walking distance

! Biggest increase in suggestion type was environment/décor

Favorite Aspect (Open Ended) ! Top 5 themes: décor/

remodel/art, location and convenient access, calm/easy to navigate, cleanliness, relatively small size

! From 2010, comments about décor/remodel/art increased from 7 to 16%

Recommendations ! Continue to assess opportunities

for amenities, shopping, F&B options/prices

! Continue to look at means of extending the décor/remodeled look into gate areas (the remodels have paid off in customer perception), outlets

! Utilize data procured for air service efforts

Recommendations

! Celebrate and communicate the excellent results and specifically, progress in areas that were targets in last survey

! Continue the satisfaction survey practice every 3 years

Thank You and Questions?