DEPARTMENT: Aviation
DEPARTMENT HEAD: Russell Handy
COUNCIL DISTRICTS IMPACTED: Citywide
SUBJECT:
Contract Award with Research Horizons for Quarterly and Supplemental Customer Satisfaction Surveys at the San Antonio International Airport
SUMMARY:
This Ordinance authorizes a Professional Services Agreement with Research Horizons, LLC dba Phoenix Marketing International to perform quarterly and supplemental customer satisfaction surveys for San Antonio International Airport passengers. These surveys will provide the data necessary to support the airport system's mission of ensuring a superior customer experience at the airport.
Airports Council International's (ACI) Airport Service Quality (ASQ) is the globally established benchmarking program measuring passengers' satisfaction while traveling through an airport. As part of SAT's mission to provide a top customer experience, the airport system participates with other commercial airports in the benchmarking program. As part of the contract award, Research Horizons will perform quarterly surveys of arriving and departing passengers with valuable insight on a number of customer experience performance measures such as friendliness of staff, concessionaire offerings, cleanliness of facilities, and allow the opportunity to gain perspective on performance. In collaboration with airport staff, the firm will also design and administer more in-depth surveys twice a year in order to further assess more meaningful passenger satisfaction. The firm will also perform data analysis which includes recommendations for improvement at SAT.
The initial term of the agreement is three years with the option to extend for two additional one-year periods. The annual cost for this scope is $94,000.00 and will be funded by the FY 2019 Airport Operating and Maintenance Fund.
BACKGROUND INFORMATION:
The airport system strives to provide an exceptional customer experience to all of its stakeholders. As part of this effort, ...
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