Airport Security Research. Programme brief

Transcription

1 Airport Security Research Programme brief 2014

2 WHY IMPROVE YOUR AIRPORT S SECURITY? Since security related service items are very important for the passengers overall satisfaction, there is a strong potential for optimizing service delivery Are you meeting the passengers expectations? Understanding passengers needs at security screening Defining what adequate waiting times are DKMA

3 SECURITY RESEARCH OVERVIEW Passenger research to help you better manage security at your airport RESEARCH GOALS RESEARCH CONCEPT Understand and monitor passenger satisfaction with security related services Passenger survey completed by departing passengers Identify areas to improve Tablet based for rapid reporting Understand what impacts satisfaction of security screening and what aspects are the most important Two annual surveys with a minimum sample of 1,000 interviews per wave Evaluate in which areas of the airport the sense of security is higher 35 KPIs covering the whole security experience DKMA

4 KEY BENEFITS Everything you need to know to manage your security Learn what your passengers think about security screening and sense of security at your airport Easy to get started Download the app and begin surveying right away Don t reinvent the wheel Use a security survey that has been tested at other airports around the world Research that adapts to your airport Contact us to customize the survey to your needs DKMA

5 HOW THE RESEARCH WORKS Managing your airport s security is easy 1. Download the app 2. Let DKMA help you get started 3. Interview departing passengers 4. DKMA sends you results and analysis DKMA

6 QUESTIONNAIRE The DKMA survey research questionnaire is available on paper or tablet. To maximize response rates, the questionnaire is kept short and includes the following sections: Learn who is travelling through your airport Learn what they think of your airport s security Passenger demographics Passenger travel habits Satisfaction levels with airport security Satisfaction levels with sense of security Perception of time spent waiting Influence of additional checks on satisfaction Priority lane: willingness to use, to pay for To receive a sample of the questionnaire used, please contact DKMA DKMA

7 TABLET VERSION Simple, easy to use, no hassle SECURITY SURVEY DKMA designed app specifically created for airport research Access to full library of DKMA airport surveys Can be filled in by passenger or by fieldworkers Automatic upload of completed surveys Customizable questionnaire Possibility of rapid interim reporting during the quarter (on demand) DKMA

8 WHAT YOU GET All the insight you need to improve Perception of waiting time Waiting time standards as requested by passengers Actual vs perceived waiting time analysis See what they think Detailed satisfaction ratings for 35 KPIs covering the security experience Are passengers ready to pay for faster security screening? Market potential for new service Satisfaction levels for key passenger segments Trend analysis to monitor performance and systematically improve Price sensitivity analysis to guide pricing strategy DKMA

9 REPORTS & DELIVERABLES Four types of reports to give you the full picture 1. Management Summary 2. Airport Specific Report 3. Rapid reporting (extra option) Get the highlights Get the full story Get a preview Excel dashboard for quick access to main results All satisfaction scores and demographics KPI s and data trend over time Detailed report of performance for all KPIs Satisfaction ratings for security Passenger group comparisons Simplified reports / tables Available during the quarter Customizable 4. Raw data Excel, SPSS, CSV formats Create your own analysis DKMA

10 RESEARCH PRICING There are two options for purchasing DKMA Security Research Full annual subscription Get regular feedback on the security at your airport DKMA Research App One-off survey of airport security Two annual surveys of departing passengers 1,000 interviews per wave Annual cost of USD 20,000 Does not include fieldwork or the purchase of tablets Fully flexible. Survey for 1 quarter whenever you want. Up to 1,000 interviews Counts as 2 credits (2 credits = USD 9,500) Does not include fieldwork or the purchase of tablets DKMA

11 ABOUT DKMA DKMA provides the research and insight that helps over 300 airports improve their service quality How DKMA can help you improve service quality Quality audits Passenger surveys Airport process measurements Training Traffic forecasts Advisory services Key facts Based in Switzerland and Canada Currently working with over 300 airports worldwide Manages the ASQ initiatives for ACI Traffic forecasting for airports worldwide Produce the Global Traffic Forecast report for ACI DKMA

12 CONTACT DETAILS Ready to improve your airport s security? Contact DKMA to request a trial or to set up the research at your airport: Damien Kobel Director Tel: damien.kobel@dkma.com DKMA