Analytic Report
San Francisco International Air Port Customer Satisfaction Survey1 What time of the day are you leaving the airport (select one)? _____AM (Flights departing before 11 am) _____MID (Flights departing 11 am to 5 pm) _____PM (Flights departing after 5 pm) What is the name of the airline you are flying today? Where are you traveling to today? From when you arrived at the airport to when you departed the airport, how long will you have stayed in the airport (please respond using hours and minutes)? For this next section, please rate the quality of our airport by placing an “X” at some point on the line: Artwork and exhibitions
Totally
Unacceptable Unacceptable Acceptable Outstanding Excellent
Restaurants
Totally
Unacceptable Unacceptable Acceptable Outstanding Excellent
Retail shops and concessions
Totally
Unacceptable Unacceptable Acceptable Outstanding Excellent
Information on screens/monitors
Totally
Unacceptable Unacceptable Acceptable Outstanding Excellent
San Francisco Airport as a whole
1 The survey presented here is based on the 2016 data collected by the San Francisco International Airport. The data is publicly available here: http://media.flysfo.com.s3.amazonaws.com/media/sfo/media/2016%20SFO%20Customer%20Survey%20Data.zip
Totally Unacceptable
Unacceptable Acceptable Outstanding Excellent
How would you rate the cleanliness of our airport? Please rate the quality of our airport by placing an “X” at some point on the line:
Filthy Dirty Average Clean Spotless
Are you traveling with a pet or service animal on your trip today? (select one) _____No _____Yes-Pet _____Yes-Service Animal _____Other-Specify What is your age? _____Under 18 _____18 - 24 _____25 - 34 _____35 - 44 _____45 - 54 _____55 - 64 _____65 and over What is your gender? _____Male _____Female _____Other
Results
When does your flight leave? Frequency Percent Valid AM (Flights departing before
11 am)
928 30.1
MID (Flights departing 11 am
to 5 pm)
1055 34.2
PM (Flights departing after 5
pm)
1104 35.8
Total 3087 100.0
Destination City Frequency Percent Valid ATLANTA 47 1.5
AUCKLAND 17 .6
BAKERSFIELD 6 .2
BALTIMORE 17 .6
BEIJING 21 .7
BOISE 19 .6
BOSTON 50 1.6
BURBANK 3 .1
CALGARY 4 .1
CANCUN 17 .6
CHARLOTTE 25 .8
CHENGDU 18 .6
CHICAGO-O'HARE 96 3.1
CINCINNATI 18 .6
DALLAS-FT. WORTH 58 1.9
DENVER 73 2.4
DETROIT 48 1.6
DUBAI 17 .6
DUBLIN 18 .6
DUSSELDORF 14 .5
FRANKFURT 43 1.4
FT. LAUDERDALE 36 1.2
GUADALAJARA 21 .7
GUANGZHOU 13 .4
HONG KONG 26 .8
HONOLULU 51 1.7
HOUSTON-BUSH 51 1.7
ISTANBUL 30 1.0
KAHULUI 9 .3
LAS VEGAS 146 4.7
LIHUE 12 .4
LONDON-HEATHROW 37 1.2
LONG BEACH 51 1.7
LOS ANGELES 256 8.3
MANILA 12 .4
MEDFORD 16 .5
MEXICO CITY 25 .8
MIAMI 9 .3
MINNEAPOLIS 40 1.3
MONTREAL 39 1.3
MUNICH 11 .4
NASHVILLE 18 .6
NEW YORK-JFK 223 7.2
NEWARK 36 1.2
ONTARIO (CALIF) 49 1.6
PALM SPRINGS 31 1.0
PARIS-DE GAULLE 24 .8
PHILADELPHIA 17 .6
PHOENIX 68 2.2
PITTSBURGH 4 .1
PORTLAND 83 2.7
PUERTO VALLARTA 32 1.0
SACRAMENTO 10 .3
SALT LAKE CITY 94 3.0
SAN DIEGO 68 2.2
SAN SALVADOR 9 .3
SANTA ANA 43 1.4
SANTA BARBARA 23 .7
SEATTLE 187 6.1
SEOUL-INCHEON 69 2.2
SHANGHAI 34 1.1
ST. LOUIS 30 1.0
TAIPEI 13 .4
TOKYO-HANEDA 22 .7
TOKYO-NARITA 9 .3
TORONTO 87 2.8
VANCOUVER 183 5.9
WASHINGTON-DULLES 54 1.7
WUHAN 20 .6
XI'AN 27 .9
Total 3087 100.0
Airline? Frequency Percent Valid AER LINGUS 18 .6
AEROMEXICO 46 1.5
AIR BERLIN 14 .5
AIR CANADA 209 6.8
AIR CHINA 21 .7
AIR NEW ZEALAND 17 .6
ALASKA 252 8.2
AMERICAN 264 8.6
ANA ALL NIPPON 9 .3
ASIANA 41 1.3
AVIANCA 9 .3
BRITISH AIRWAYS 20 .6
CHINA EASTERN 13 .4
CHINA SOUTHERN 33 1.1
DELTA 248 8.0
EMIRATES 17 .6
EVA AIR 13 .4
FRONTIER 28 .9
HAWAIIAN 38 1.2
JETBLUE 243 7.9
KOREAN AIR 10 .3
Lufthansa 1 .0
LUFTHANSA 23 .7
PHILIPPINE AIR 12 .4
SINGAPORE AIRLINES 18 .6
SOUTHWEST 240 7.8
SUN COUNTRY 10 .3
TURKISH AIRLINES 30 1.0
UNITED 648 21.0
UNITED INTL 249 8.1
VIRGIN AMERICA 253 8.2
WESTJET 40 1.3
Total 3087 100.0
Statistics How long did it take before you left (in
minutes)? N Valid 2970
Missing 117
Mean 152.233
Median 129.999
Mode 90.000
Minimum 9.999
Maximum 869.000
Quality of Art Frequency Percent Valid Totally Unacceptable 23 .7
Unacceptable 89 2.9
Acceptable 624 20.2
Outstanding 993 32.2
Excellent 844 27.3
Total 2573 83.3
Missing System 514 16.7
Total 3087 100.0
Quality of Food
Frequency Percent Valid Totally Unacceptable 55 1.8
Unacceptable 234 7.6
Acceptable 864 28.0
Outstanding 1018 33.0
Excellent 509 16.5
Total 2680 86.8
Missing System 407 13.2
Total 3087 100.0
Quality of Stores Frequency Percent Valid Totally Unacceptable 32 1.0
Unacceptable 207 6.7
Acceptable 897 29.1
Outstanding 998 32.3
Excellent 491 15.9
Total 2625 85.0
Missing System 462 15.0
Total 3087 100.0
Usability of Terminal Information Screens Frequency Percent Valid Totally Unacceptable 15 .5
Unacceptable 78 2.5
Acceptable 530 17.2
Outstanding 1225 39.7
Excellent 1077 34.9
Total 2925 94.8
Missing System 162 5.2
Total 3087 100.0
Overall Satisfaction Frequency Percent Valid Totally Unacceptable 7 .2
Unacceptable 51 1.7
Acceptable 497 16.1
Outstanding 1633 52.9
Excellent 731 23.7
Total 2919 94.6
Missing System 168 5.4
Total 3087 100.0
Cleanliness Frequency Percent Valid Filthy 6 .2
Dirty 39 1.3
Average 426 13.8
Clean 1311 42.5
Spotless 1212 39.3
Total 2994 97.0
Missing System 93 3.0
Total 3087 100.0
Did you fly with a pet? Frequency Percent Valid No 2952 95.6
Yes-Pet 20 .6
Yes-Service Animal 9 .3
Other-Specify 3 .1
Total 2984 96.7
Missing System 103 3.3
Total 3087 100.0
Age Frequency Percent Valid . 125 4.0
18-24 378 12.2
25-34 754 24.4
35-44 504 16.3
45-54 516 16.7
55-64 470 15.2
65-Over 340 11.0
Total 3087 100.0
Gender Frequency Percent Valid Female 1465 47.5
Male 1468 47.6
Other 154 5.0
Total 3087 100.0
When does your flight leave? * Overall Satisfaction
Count
Overall Satisfaction
Total
Totally
Unacceptable Unacceptable Acceptable Outstanding Excellent
When does your flight leave? AM (Flights departing before
11 am)
1 7 128 490 238 864
MID (Flights departing 11 am
to 5 pm)
3 17 165 557 250 992
PM (Flights departing after 5
pm)
3 27 204 586 243 1063
Total 7 51 497 1633 731 2919
When does your flight leave? * Cleanliness Count
Cleanliness
Total Filthy Dirty Average Clean Spotless
When does your flight leave? AM (Flights departing before
11 am)
1 7 112 381 401 902
MID (Flights departing 11 am
to 5 pm)
0 10 138 452 412 1012
PM (Flights departing after 5
pm)
5 22 176 478 399 1080
Total 6 39 426 1311 1212 2994
Gender * Overall Satisfaction
Count
Overall Satisfaction
Total
Totally
Unacceptable Unacceptable Acceptable Outstanding Excellent
Gender Female 5 20 225 753 373 1376
Male 1 28 247 811 317 1404
Other 1 3 25 69 41 139
Total 7 51 497 1633 731 2919
Gender * Cleanliness Count
Cleanliness
Total Filthy Dirty Average Clean Spotless
Gender Female 4 15 206 607 587 1419
Male 2 23 199 655 561 1440
Other 0 1 21 49 64 135
Total 6 39 426 1311 1212 2994