FALL 2021 Customer Experience
Baseline Report
summary
The Fall 2021 PNS customer experience survey was conducted to gather baseline customer perception data from airport passengers, and define and measure metrics associated with the Fly Easy Promise. Data was collected to provide information on passenger satisfaction and experience with PNS facilities, services, staff and amenities, Net Promoter scores and more.
A total of 1,004 complete digital surveys were collected with travelers sharing responses from 41 states and five countries including the United States, Canada, Netherlands, Germany and Brazil.
1,004
completed surveys
5 countries
United States, Canada, Netherlands, Germany & Brazil
41 STATES
key findings
Average Overall Performance score of 81 out of 100.
Over two-thirds of passengers (79%) rated their airport experience positively, with 32% giving the airport the highest rating of “Impressive.”
Net Promoter Score (NPS) averaged a very high 92% and far exceeds similar industry standards in the 50 to 60 percentiles such as hospitality and travel, transportation and consumer services industries.
An overwhelming majority of respondents (80%) said that PNS definitely reflected Pensacola’s personality and hospitality.
Airport staff courtesy remained the highest scoring question throughout the duration of the study with an average satisfaction rating of 86%.
- Top four areas of improvement included: food & beverage options, general facility improvements, additional charging station and additional parking options.
- TSA was a neutral scoring area with both positive and negative sentiment ratings.
- Food and beverage was the lowest scoring question with an overall rating of 77%. Passengers requested additional options and types of selections throughout the concourse area.
