Epinion has extensive experience within the aviation sector and is a world leader in aviation market research. Epinion handles the entire analysis setup for more than 35 airports of which Copenhagen Airport (CPH) is one.
It is important for us to have a permanent supplier/partner who knows our business. It is a substantial advantage to our mutual project that Epinion has solid insight into airport operations.” Marion Lobedanz Witthøfft, Head of Commercial Excellence at Copenhagen Airports A/S.
ADDRESSING THE ISSUES
In order to run a competitive and successful airport Copenhagen Airport needs to map passenger mix, travel behavior, travel pattern and general passenger satisfaction with the airport on a regular basis. To achieve this it uses Epinion to collect, process, analyse and report all the data that's required.
“One of the merits of working with Epinion is their ability to manage the numerous quotas and the complex data collection associated with airport interviews which is a prerequisite for a representative survey.” explains Ms. Witthøfft.
Epinion employs a range of quantitative and qualitative techniques to collect and analyse data for CPH:
- Travel behaviour and patterns: The largest of our data collection projects, with 125,000 interviews annually, it provides CPH with knowledge about passenger demographics, travel behavior, travel pattern and purchase behavior broken down by flight number. This large database contributes to new route development in CPH by identifying potential for new routes as well as the need for increased capacity on existing routes.
- Customer experience at arrival and baggage collection: Epinion documents international passenger service perception on arrival at CPH related to the baggage collection service. This data is of great importance for the overall impression of CPH.
- Visits to the transfer areas: Epinion maps the perception of the passenger experience of the travel value chain at CPH as well as tracking passenger flows through the transit area.