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Customer satisfaction improves, survey results show
By Staff Writers

The latest customer satisfaction survey, conducted by Airport Interviewing and Research (AIR) Inc. over a two-week period in January and February, shows that Hartsfield-Jackson's overall satisfaction score has improved.

In the latest survey, the overall satisfaction score was 71 out of 100. This represents an increase from the equivalent period in 2008, when the score was 70. Scores of 70 or higher are widely considered to be excellent in the aviation industry.

The score is based on more than 1,500 passengers' satisfaction ratings for various aspects within eight major categories: parking, check-in process, security checkpoints, terminal facilities, the Automated People Mover (APM), food and beverage, retail services and gate areas. There were significant increases in customer satisfaction related to security checkpoints, parking, and food and beverage.

"We use these surveys to identify areas for improvement and prioritize customer service enhancements," said Rebecca Francosky, senior market research analyst in the Department of Aviation. "They help us measure our performance and gauge whether our investments are paying off.

Data for the AIR survey are gathered three times a year.

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