© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Measuring Traveler Satisfaction
Airport Ground Transportation Association
The Global Travel Practice
April 3, 2006
2© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Copyright 2006 J. D. Power and Associates, The McGraw-Hill Companies, Inc.This confidential study is furnished to
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J. D. Power and Associates
Published by J.D. Power and Associates.Reproduction in whole or in part, including
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All rights reserved.
3© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Agenda
• J.D. Power and Associates’ Background
• Measuring Traveler Satisfaction
• Ground Transportation Satisfaction Survey
4© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
• Nearly four decades of leadership in Voice-of-the-Customer research, consulting and improvement services
• Global presence with over 700 associates in 12 offices around the world
• Conduct research in 64 countries and over 25 languages• Experts in measuring consumer, employee and business customer
satisfaction in several industries• Established benchmarks in several industries through our
syndicated research studies
J.D. Power and Associates’ Background
DetroitToronto
Westlake Village
& Orange
Sydney
Singapore
London
TokyoWestportScottsdale
Shanghai
Munich
5© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Voice-of-the-Customer Industry Benchmarks and Custom Proprietary Research
• Two Types of Research:– Syndicated — Fully funded by J.D.
Power and Associates to establish industry customer satisfaction benchmarks and released to the public to raise consumer awareness
Airports, Airlines, Hotels, Rental Cars, Travel Websites
– Proprietary — Customized to meet individual client objectives and the results are confidential to respective clients
6© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Measuring Traveler Satisfaction
• Know your objectives (goals)
• Define your universe (sample)
• Determine the best data collection methodology
• Ask the right questions (survey)
• Conduct perfect research
• Spend time with the data (information)
• Communicate, communicate, communicate
• Repeat on a regular basis
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Traveler Screening
• 17% of panelists have taken a shuttle/van, limousine, car service, taxi, etc. to an airport within the past year
28%939Drove yourself and parked at the airport
2%80Other
17%559Took a shuttle/van, limousine, car service, taxi, etc.
647
1,099
3,324
Panelists
19%
33%
100%
Percent
Drove to a remote location and took a shuttle/bus to the airport
Someone dropped you off/picked you up at the airport
Total
Ground Transportation
Measuring Traveler Satisfaction - Screening
*Percentages may not total 100% due to rounding
8© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Traveler Screening
• 58% of travelers have taken a shuttle/van, limousine, car service, taxi, etc. to an airport within the past 3 months
17%973 months to less than 6 months
11%639 months or longer
75
324
559
Panelists
13%
58%
100%
Percent
6 months to less than 9 months
Within the past 3 months
Total
Ground Transportation
Measuring Traveler Satisfaction - Screening
*Percentages may not total 100% due to rounding
75% within 6 Months
17%559Took a shuttle/van, limousine, car service, taxi, etc.
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Data Collection
• Brief survey with 12 questions
• Field open for 3 days
• 75% response rate
7%31Other
15%65Taxi
55
83
186420
Respondents
13%Car Service
20%
44%100%Percent
Limousine
Shuttle/VanTotalGround Transportation
Measuring Traveler Satisfaction - Methodology
17%559Took a shuttle/van, limousine, car service, taxi, etc.
*Percentages may not total 100% due to rounding
10© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Female32%
Male64%
Traveler Profile
North East21%
South25%
West32%
Mid-West21%
RegionGender
*Percentages may not total 100% due to rounding
11© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
8.72
8.31
7.87
7.73
7.18
1 2 3 4 5 6 7 8 9 10
Limousine
Car Service
Other
Shuttle/Van
Taxi
Ease of Making a Reservation
OutstandingAverageUnacceptable
20%
23%
29%
% Outstanding
26%
41%
12© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
8.83
8.40
7.68
7.55
7.48
1 2 3 4 5 6 7 8 9 10
Limousine
Car Service
Other
Shuttle/Van
Taxi
Timeliness of Pick-Up
OutstandingAverageUnacceptable
25%
19%
38%
% Outstanding
22%
52%
13© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
8.64
8.09
7.45
7.01
6.63
1 2 3 4 5 6 7 8 9 10
Limousine
Car Service
Other
Shuttle/Van
Taxi
Cleanliness/Condition of Vehicle
OutstandingAverageUnacceptable
11%
13%
24%
% Outstanding
11%
40%
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8.65
7.95
7.13
6.62
6.61
1 2 3 4 5 6 7 8 9 10
Limousine
Car Service
Other
Taxi
Shuttle/Van
Comfort of Vehicle
OutstandingAverageUnacceptable
13%
8%
25%
% Outstanding
6%
39%
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8.87
8.05
7.73
7.48
7.28
1 2 3 4 5 6 7 8 9 10
Limousine
Car Service
Shuttle/Van
Other
Taxi
Courtesy of Driver
OutstandingAverageUnacceptable
23%
19%
33%
% Outstanding
18%
45%
16© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
8.10
7.17
7.15
6.99
6.34
1 2 3 4 5 6 7 8 9 10
Other
Limousine
Car Service
Shuttle/Van
Taxi
Cost and Fees (given timeliness and service)
OutstandingAverageUnacceptable
3%
16%
20%
% Outstanding
12%
29%
17© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
8.39
7.95
7.81
7.03
6.80
1 2 3 4 5 6 7 8 9 10
Limousine
Car Service
Other
Shuttle/Van
Taxi
Overall Service Experience
OutstandingAverageUnacceptable
9%
16%
20%
% Outstanding
9%
25%
18© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
7.28
7.36
7.58
7.50
7.75
7.76
1 2 3 4 5 6 7 8 9 10
1 - 10 miles
11 - 20 miles
21 - 30 miles
31 - 40 miles
41 - 50 miles
More than 50 miles
Overall Service Experience by Mileage
OutstandingAverageUnacceptable
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7.80
7.17
6.82
7.20
7.46
7.72
7.87
1 2 3 4 5 6 7 8 9 10
$1 - $10
$11 - $20
$21 - $30
$31 - $40
$41 - $50
$51 - $75
$76 or more
Overall Service Experience by Cost
OutstandingAverageUnacceptable
20© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
7.64
7.14
6.36
6.34
1 2 3 4 5 6 7 8 9 10
1 Stop
2 Stops
3 Stops
4 Stops or more
Overall Service Experience by Number of Stops
OutstandingAverageUnacceptable
21© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Loyalty – How Likely Are You to Use Service Again
16% 11%
61% 68%
61%51% 49%
23% 22%
6%6% 9%
45%40%32%
Other Car Service Limousine Shuttle/Van Taxi
Definitely Will
Probably Will
Probably/Definitely Will Not
Intent to Use Again
*Percentages may not total 100% due to rounding
22© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
Loyalty – How Likely Are You to Recommend This Service
19% 20%
57% 57%
58%55%
46%
25% 23%
10%6% 11%
45%35%35%
Other Car Service Limousine Taxi Shuttle/Van
Definitely Will
Probably Will
Probably/Definitely Will Not
Intent to Recommend
*Percentages may not total 100% due to rounding
23© 2006 J.D. Power and Associates,The McGraw-Hill Companies, Inc. All Rights Reserved.
80%
59%
7%2%
0%
25%
50%
75%
100%
Delighted Pleased Indifferent Disappointed
Overall Service Experience and the Impact on Loyalty
The higher the overall service experience, the more likely travelers are to use your service. 80% of travelers who rate their overall experience a “10” on the 10-point scale “Definitely Will”use the service again.
(10) (9-8) (7-6) (5-1)
18%42%14% 26% % in Each
Group% “
Def
inite
ly W
ill”
Use
You
Aga
in
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Key Factors of Success in Measuring Satisfaction
• Senior Level Champion
• Focus on your objectives
• Ask the right customers the right questions
• Communicate, communicate, communicate
• Take Action
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Thank You!
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Contact Information
Jim GazSenior Director, Travel and Entertainment
J.D. Power and Associates2625 Townsgate RoadWestlake Village, CA 93021
