Customer Satisfaction

Opinions of its users (passengers, accompanying persons, visitors and employees) are of great importance to SEA Group. With this feedback, SEA Group implements a continuous policy of monitoring and improving quality level and standards of offered services. Surveys conducted by CFI Group (leading market research institute) in 2015 regarding services provided at Malpensa and Linate airports showed a stable and positive level of satisfaction among passengers.
In 2015, the new customer satisfaction assessment system based on the Customer Satisfaction Index (CSI) showed CSI values (0-100 scale) that were improving compared to 2014 figures.

Evolution of the Customer Satisfaction Index

For some years now SEA has participated in ACI ASQ (Airport Service Quality) programme, which involves about 300 airports worldwide and over 90 in Europe.
The programme is based on the results of interviews with passengers departing from participating airports. The questionnaire used is common to all airports, and this provides a uniform benchmark of the satisfaction expressed for services received at various locations in the world and helps identify the best practices that SEA increasingly references in implementing new services and improving passengers’ travel experience at Milan airports. During 2015, passengers passing through Malpensa Terminal 1 expressed an appreciation for all services of the newly renovated airport that was significantly higher than in 2014. Airport’s restyling affected many of its spaces, improving operational efficiency and the general appearance of waiting and shopping areas by offering a renovated, bright, spacious, comfortable and relaxing environment.

ACI AWARDS: Milan Malpensa best airport in Europe

In 2015, Milan Malpensa was recognised as the best European airport in 10-25 million passenger category by a jury of industry experts in the scope of ACI EUROPE for the excellent results achieved in service quality and for the new infrastructure offered to airlines and passengers. The award recognised quality levels achieved in delivering customer services, security, shopping experience and innovative services dedicated to various types of passengers travelling to Malpensa (Chinese Friendly Airport, Geronimo Stilton for Families, etc.). This included the development of the latest technology to stay in touch with passengers (for example: irtual Desk, Wearable App) and to offer state-of-theart operating services (variable-height mobile boarding piers for the new A380).