Ambassador Mystery Shops

Transcription

1 Ambassadr Mystery Shps Prepared by M/A/R/C Research 2016 by M/A/R/C Research All rights reserved. N part f this paper may be reprduced in any frm f printing r by any ther means, electrnic r mechanical, including, but nt limited t, phtcpying, audivisual recrding and transmissin, and prtrayal r duplicatin in any infrmatin strage and retrieval system, withut permissin in writing frm M/A/R/C Research.

2 Methdlgy 2 DFW Airprt initiated a mystery shp study f DFW Ambassadrs t evaluate the level f service prvided t travelers. 102 Ambassadrs were apprached by interviewers psing as travelers: Cnducted 12/14 12/16/15 n the secured-side f the terminals Apprximately 20 evaluatins cnducted in each f the five terminals Thirteen (13) different infrmatin scenaris were asked abut acrss the 102 interactins: Ttal 102 Directins t TRE 10 Infrmatin abut retail shp 10 Flight infrmatin 9 Directins t gate in different terminal 9 Directins t DART 9 Infrmatin abut pet relief area 9 Flight infrmatin 8 Grapevine shuttle 8 Infrmatin abut restaurant 8 Which Wi-Fi netwrk t cnnect t 7 Infrmatin abut yga facility 5 Family restrm 5 Infrmatin abut nursing rm 5

3 Overall, the Ambassadrs make it easy fr travelers t apprach and interact with them. 3 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Apprachable 99% (101) Listened Attentively 99% (101) Greeted with a Smile 93% (95) 9 (18) 9 (18) Cmmunicated Clearly (98) (18)

4 The Ambassadrs had a cuple f issues with acknwledging custmers in a timely manner. 4 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Acknwledge in a Timely Manner (98) 9 (18) Reasn fr Delay: Helping thers/ Just standing -- Just standing -- Persnal Call Aplgized fr Delay: N -- N -- N

5 Questins regarding pet relief areas and yga facilities generated the mst cnfusin, especially in Terminal D. 5 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Prvided Accurate Inf 91% (93) 9 (18) 8 (16) Inquires Answered Inaccurately: Pet Relief Areas, Yga Facilities, Directins t DART, Inf abut Restaurants Ambassadr Already Knew Inf 65% (66) 65% (13) 85% (17) 55% (11) 45% (9) 73% (16) Tp Inquiries Nt Readily Knwn: Nursing Rms, Pet Relief Areas, Yga Facilities Tp Resurces Cnsulted: DFW Airprt Mbile App, DFW Airprt map, Flight Bards, Phne Call, Brchures

6 Over 8 f Ambassadrs were aware f the DFW Mbile App. Hwever, they did nt always realize the infrmatin needed was available n the app. 6 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Aware f DFW Mbile App 82% (84) 7 (14) 10 8 (16) 75% (15) 86% Nt Aware Inf Requested was Available n Mbile App (Amng Thse Aware f App) 27% (23) 29% (4) 2 (4) 31% (5) 53% (8) 11% (2) Infrmatin needed, but nt aware f: Directins t DART, Nursing rm, Pet relief area

7 Adptin f the new unifrm has nt yet ccurred. 7 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Attired in New Unifrm 4% (4) 5% 5% 1 (2) Attired in Old Unifrm (97) 10 85% (17) 10 Nt in Unifrm 1% 5%

8 All Ambassadrs wre a badge. Thse in Terminals A and B were mre likely t have a ribbn identifying language capabilities. 8 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Wearing a Visible Badge Wearing Ribbn t Identify Language Spken 8% (8) 15% (3) 15% (3) 1 (2) Languages Identified: Chinese, Spanish

9 The Ambassadr statins are nt fully staffed at all times. 9 Ttal A B C D E Ttal shps (126) (23) (26) (24) (23) (30) Ambassadr Statins Nt Staffed 19% (24) 13% (3) 23% (6) 17% (4) 13% (3) 27% (8) Psted Be Back Shrtly Sign (Amng Statins Nt Staffed) Be Back Shrtly 13% (3) 17% 33% 13%

10 Over ne furth f Ambassadrs went abve and beynd basic respnsibilities. 10 Ttal A B C D E Ttal shps (102) (20) (20) (20) (20) (22) Went Abve and Beynd 28% (29) 3 (6) 25% (5) 2 (4) 35% (7) 32% (7) Shwed directins n ur mbile app He pulled ut his phne and shwed the app and what infrmatin I can find n it. Gave and marked clear directins n the map Walked with custmer t desired lcatin Made a phne call t address custmer inquiry Pulled ut the map, circled where I was, and shwed n the map where I needed t g. Gave extra infrmatin t give me ptins. Persnally waked me t Skylink. She knew hw t call the cmpany t get in the nursing statin. Phne n dr.

11 Custmer cmments n Ambassadrs effrts t g abve and beynd 11 He pulled ut his phne and shwed the app and what infrmatin I can find n it. Pulled ut the map, circled where I was, and shwed n the map where I need t g. Gave extra infrmatin t give me ptins. The persn went t the bard after asking me my flight number t make sure I was ging t the right gate. Gave me a map and explained hw t get n Skylink t get t the terminal that I wanted t g t. He als suggested that since I had sme time t g t Terminal D. He mentined that it had nice shps. Shwed me the app, hw t get the app, what it lked like He used the DFW guide sheet t give me several chices fr lcatins that wuld have what I was lking fr. He als explained hw t use Skylink t g t the lcatins in ther terminals. Tk ut her phne and accurately gave me the web mbile app site Went and fund me a TRE rail schedule Highlighted all pet relief areas, as well as thse where the animal wuld have t g utside security. i.e., Terminal C. Checked n her phne t give me accurate mbile app name Tld me hw t get n Skylink and exactly which ne t catch, "g t the left". Very helpful and curteus. Walked me t flight bard and Skylink, and shwed me where t g Pulled ut his phne t shw me mbile app n his phne He was visibly n break and still ffered t assist me and had accurate infrmatin Persnally walked me t Skylink Shwed me the app n phne. Made extra suggestins t. There were three ambassadrs at this lcatin and they teamed tgether t answer my questin. Remembered my riginal questin regarding pricing f the shuttle Gave details n hw t get t Skylink and which stp t get ff at Shwed me the mbile app n his phne and what it lked like Lked n phne fr my flight t determine the gate in Terminal E Actually called t make certain her infrmatin was accurate regarding the nursing rm Very friendly and asked if the dg was kay... etc. Tld me fastest way t get t terminal. She tld me there were tw ways t get t the gate I was lking fr. D22. I culd either walk r take Skylink. The persn nt nly talked abut the shps, but als said that I shuld lk at the beautiful art wrk. She than shwed me sme f the art wrk that were n the flr. Walked me ver t the restaurant She knew hw t call the cmpany t get in the nursing rm. Phne n dr. Made a phne call t get infrmatin. Made a phne call t ask abut the mbile apps fr DFW