Raipur Airport secures numero uno position in CSI for 4th time

Source: The Hitavada      Date: 08 Feb 2019 10:55:46


Staff Reporter,


Swami Vivekananda Airport of Raipur has once again emerged as ‘Numero Uno’ with the disclosure of Round-II (July-December) 2018 Customer Satisfaction Index (CSI) report submitted to Airports Authority of India (AAI).
“The Raipur Airport has achieved the highest score of 4.86 followed by Trichy, Udaipur and Vadodara airports that have scored 4.82, 4.80 and 4.78 respectively. Ludhiana airport has the lowest score of 3.67 among the 51 AAI airports surveyed during the Round-II,” a delighted Raipur Airport Director (APD) Rakesh R Sahay told The Hitavada.

While customer satisfaction is one of the key performance objectives of AAI, improvement of passenger facilities is a continuous process. “AAI is continuously striving to meet these challenges. Customer Satisfaction Surveys, airport Benchmarking surveys, Passenger Suggestion Schemes are the few mechanisms to identify the expectations of airport customers and take the necessary corrective action,” he underlined.

According to APD Sahay, Raipur Airport excelled in all 34 mandatory parameters of CSI, based on the very demanding customers, who in the wake of the globalization have exposure to the best of facilities available at other airports inside the country and abroad. Of the requisite 34 parameters taken into the consideration, the key features includes availability of best-class passengers amenities, shopping, food, check-in counters, security measures, eye-soothing interiors, landscaping etc, in addition to behaviour of employees working at the airport, concessionaires etc, he added.

To a query, Sahay informed that Tomorrow’s Management Private Limited, an independent agency appointed as Consultant to conduct the CSI by Ministry of Civil Aviation submitted its report to AAI, which covered 51 airports across the country on five point scale whose average reads 4. 35. “Out of 51 airports surveyed, 29 airports have CSI more than or equal to the average score of 4.35. Rest 22 airports have got CSI less than average score,” he explained.

While referring the CSI results released by AAI’s Director of Corporate Planning and Management Services, the Airport Director underlined that the Raipur Airport Director said that the CSI of all 51 airports have increased except Raipur, Udaipur, Dehradur, Jodhpur, Aurangabad, Kangra, Jamnagar, Allahabad, Shimla and Porbandar during Round-II (July-December) 2018 over Round-I (January-June) 2018 respectively. “The average CSI has increased 4.35 in Round-II over 4.31 in Round-I,” he disclosed. AAI sources, in the meantime, averred that the CSI is conducted at adopting systematic stratified sampling techniques. Statistical Confidential Intervals are derived for the results of the survey and the survey results are further tested for statistical validity. “The airport registering improvement in Customer Satisfaction are given higher targets for the following years and thus a continuous improvement in Airport Services is ensured by monitoring customer satisfaction level and continuously improving the facilities,” the sources maintained.