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Customer Satisfaction Improves as
New Features are Unveiled

August 6, 2014

  HAS encourages passengers to provide feedback to improve the level of service offered at its airports.

  The above photo is a rendering of the wash and dry combination sinks that are available in Terminal A public restrooms.

Providing excellent customer service is one of the Houston Airport System’s (HAS) top priorities and new customer-focused programs are resulting in higher customer satisfaction.

Airport-wide Customer Service Training

Last year, Karen W. Ellis, HAS Director of Customer Relations, collaborated with the Customer Improvement Process Action Council (CIPAC) to develop airport-wide service standards for all employees working at the Houston Airports. CIPAC consists of a group of key airport stakeholders from all organizations doing business at the airport including concessionaires, federal agencies, the airlines and more. Working together, the group created consistent service standards including how to greet the guest and anticipate their needs among others.

Those new standards are proving successful. According to a recent customer service satisfaction survey conducted by Phoenix Marketing International, Bush Intercontinental Airport has seen significant gains in the categories of helpfulness of staff and courtesy of staff with overall satisfaction of customers jumping from 61% to 78%.

“The training has allowed for all employees to have a consistent, Houston Friendly approach when interacting with customers,” said Ellis. “According to our latest customer surveys, our employees are delivering and passengers are beginning to notice."

The program recently completed its first phase, which included training more than 1,200 HAS employees. The second phase will focus on training concessionaires and parking employees.

Customer Comment Cards Going Online

In an effort to reduce the Houston Airports carbon footprint and increase customer satisfaction, the Houston Airport System is now taking its customer comment cards online. Previously, passengers filled out a paper comment card and turned it in at one of the customer service kiosks. In the near future, customers will be able to simply scan a Quick Response (QR) code or visit to provide feedback on their experience at Houston Airports. The comments will be quickly transmitted to the appropriate department.

Wash and Dry Combination Sink Pilot Program

Airport officials are receiving positive feedback from customers on a recently launched pilot program that allows users to wash and dry hands at the sink eliminating water spills. The sink combines a tap hand dryer and faucet into a single fixture that sits above the bowl.

The dryer uses a small motor that has a smaller carbon footprint than other hand dryers and even paper towels, according to the company.

“We are constantly thinking of innovative ways to enhance our customers’ passenger experience, and the initial response on the sinks has been positive,” said Casey Zaunbrecher, HAS senior project manager. “We will continue to evaluate customer feedback before determining the feasibility of adding the sinks to other locations.”

The airport is collecting customer feedback through quick response code technology. One user stated, “I really like the deep sinks and faucet and soap dispenser.”

The new Dyson Airblade sinks are currently only located on the public side of Terminal A at George Bush Intercontinental Airport. 

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