ANNUAL REPORT ‘12
BUSINESS REVIEW
41
The company also carries out an annual airline satis-
faction evaluation survey, for the purpose of determining
the level of satisfaction from this important sector of
stakeholders.
In 2012, Ponta Delgada airport saw an increase of
approximately 12.5% in the average airline satisfaction
level, compared to 2011, followed by Lisbon where this
increase was 2.3%.
In the case of Faro and Funchal, the levels of airline
satisfaction dropped by 1.6% and 10.5%, respectively.
The data for the Funchal results are currently being
analysed, in the hopes of identifying and implementing
the measures necessary for the improvement of
customer satisfaction and the corresponding change in
this indicator.
3.76
4.05
Ponta
Delgada
3.54
3.59
Lisbon
4.08
4.07
Porto
3.78
3.79
Faro
4.05
3.78
4.10
3.61
4.08
3.96
3.88
Madeira
PROGRESSION OF CUSTOMER SATISFACTION AMONG PASSENGERS (0 TO 5)
2010
2011
2012
4.50
4.00
Ponta
Delgada
3.50
3.42
Lisbon
3.80
3.81
Porto
3.70
3.76
Faro
3.31
3.70
3.50
3.48
4.26
3.85
4.20
Madeira
PROGRESSION OF CUSTOMER SATISFACTION AMONG AIRLINES (0 TO 5)
2010
2011
2012
