(Last UPDATED 10/8/2022) Description of the North American Airport Satisfaction Study and the ranking of the Sacramento International Airport. NEW: See “Update” below for the 2022 results.
Original Post
Sacramento International Airport scored the #1 spot for overall customer satisfaction in the 2017 North American Airport Satisfaction Study. The 12th annual poll by J.D. Powers asked almost 35,000 flyers to rank airports on a variety of factors including terminal facilities, check-in, security check and food.
The airport satisfaction study, released September 21st, ranked mega, large and medium sized airports.
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2017 North American Airport Satisfaction Study Results
Mega Airports
Orlando International Airport tops the list in highest satisfaction with a score of 778. Detroit Metropolitan Wayne County Airport ranks second with a score of 767, and McCarran International Airport came in third with a score of 765.
Large Airports
John Wayne Airport in Orange County ranks highest in satisfaction among large airports with a score of 796. Coming in second is Tampa International Airport with a score of 795, followed in third place by Dallas Love Field with a score of 790.
Medium Airports
Sacramento International Airport ranked highest among medium sized airports with a score of 810. Indianapolis International Airport came in second with a score of 807, and Ted Stevens Anchorage International Airport came in third with a score of 806.
As an aside: Sacramento International Airport (previously known as Sacramento Metropolitan Airport) celebrates its 50th Anniversary later this year on October 21st.
The overall customer satisfaction study utilizes a 1,000 point scale. Key findings included a finding that overall customer satisfaction (749) is at an all-time high. Increased satisfaction with security check, check-in and baggage check, and food/beverage and retail are the main drivers.
Increased passenger capacity demand is a big issue – and airports are utilizing a variety of creative strategies to make for a more pleasant experience for travelers.
Technology plays a role. Sacramento International Airport, for example, has developed a smartphone app that tells travelers where they can find a parking spot. Additionally, the majority of airports have invested in phone-charging stations and internet access improvements.
On a more basic level, passenger interaction with therapy animals (dogs, ponies and in one case a pet pig) is being utilized by some airports to help relieve traveler stress. Sacramento International Airport has pet handlers and dogs on-site as part of the Boarding Area Relaxation Corp. In case you were wondering – the pet therapy pig can be found wandering around San Francisco International Airport.
I personally prefer medium sized airports as I find it much easier to find my way around. Apparently the traveling public in general feels the same way as all the medium sized airports had higher scores in the poll than the mega and large airports.
In addition to being medium-sized, the Sacramento airport contains numerous works of public art and outposts of some favorite Sacramento restaurants. Add it all together with improved customer service – a winning combination!
Fun fact: Terminals A & B (combined) have 17 works of public art, 21 dining options and 19 shopping options.
Update
(10/8/2022) Things have changed a lot since Sacramento International Airport took the #1 spot in the overall ranking of medium-sized airports in 2017! On the heels of the COVID-19 pandemic travelers took to the skies. Among the things aggravating travelers were flight cancellations, parking woes, closed restaurants and expensive food.
The 2022 North American Airport Satisfaction Study now ranks Sacramento International Airport #10 of 27 airports in the large airport category with a score of 798. The overall average rank was 777.
It will be interesting to see have Sacramento International Airport fares in the ranking next year!
See related posts: Where Does Sacramento Rank? Leap – Sacramento Public Art and Sacramento International Airport Receives 1st Place Award
Comments?
What do you like or dislike about the airport? What is your favorite public work of art?
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