AAI has to cater to very demanding customers who in the wake of globalization have the exposure to the best of facilities available at other airports in the world.

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.

Customer Satisfaction is one of the key performance objectives of AAI. It is evaluated through Customer Satisfaction Survey conducted by an independent agency commissioned by AAI. AAI undertake Customer Satisfaction to measure customer satisfaction at AAI’s top 40 airports which handles about 96% of the total Indian air traffic. The survey covers all airport users viz., passengers, visitors, concessionaires, regulatory agencies, employees working at the airports, airlines exporters, importers, pilots etc. They survey is conducted at both international and domestic passenger terminals, cargo terminals etc. 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.

More than 50000 airport users are interviewed by survey investigators through structured questionnaire, seeking their opinion on five point scale about facilities and services provided by AAI. The overall customer satisfaction level is worked out for each facility/service by taking weighted average of the 5 point options. The number of responses for each option is used as weights to work out the over all satisfaction level of the respective facilities/services. The overall customer satisfaction level of the airport is worked out by taking the weighted average of customer satisfaction level of all facilities/services. Usage level of each facility is used a respective weight. A customer satisfaction index for AAI is the weighted average of all 40 airports. The traffic handled at each airport is taken as the corresponding weight for the airports. The Customer Satisfaction Level is measured on half yearly basis and tested for significant improvement/deterioration. In case of deterioration, the responsible HOD/Airport Directors are advised to take corrective steps and to ensure improvement in the next round. 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 following table gives the overall Customer Satisfaction Index (CSI) of AAI from 1995-96 ;

The above table reveals that, a Customer Satisfaction Level of AAI airport is continuously improving. However, AAI has to go a long way to achieve the over all customer satisfaction level of 85 to 90%.