Page 27 - GOLDAIR HANDLING APOLOGISMOS 2018

REPORT 2018

Customer Service Application: Goldair Handling has developed the Customer Service Application, aiming to directly record and monitor Customer-passenger satisfaction survey “Happy or Not”: Additionally, Goldair Handling installed the “Happy or Not” electronic platform in
comments. Through the Customer Service Application, the Company’s Quality Department manages and analyses all the data emerging its CIP Lounges to gauge the satisfaction of its passengers with the services they received during their stay at the airports of Athens, Heraklion
in relation to customer service on a monthly basis. The Department then prepares the Customer Service Report, which is immediately and Mykonos. Goldair Handling received 17,758 responses in total, of which 15.872 (89%) were ‘Very pleased’.
forwarded to all the departments involved for information purposes and further investigation of the comments.

Customer satisfaction survey: The satisfaction survey is conducted annually and aims to gauge the satisfaction of Goldair Handling’s
customer - airlines. The most recent survey was conducted between 6/2/2019 and 31/3/2019 and concerned the evaluation of the services
provided over the course of 2018. The e-questionnaire used was revised, aiming to better record the needs of the Company’s customers.
In total, 46 customer - airlines in Greece were surveyed, 50% of whom responded. 5% 5%
- +

SATISFACTION SURVEY RESULTS (IN %)*
1% 89%

Does Goldair Handling Third-party comments: The Company also receives comments on the quality of its services from third parties, such as the companies
meet your operational managing the airports where it carries out its activities.
96% requirements? Does Goldair Handling In 2018, the Company received 181 comments from passengers, of which 120 pertained to Goldair Handling’s customer - airlines. The
meet your passenger
80% service requirements? comments were evaluated and communicated directly to the customer - airline the comments concerned. The remaining 61 comments
pertained to issues directly attributed to Goldair Handling, which in turn took immediate action to resolve the issues in question, where this
was deemed necessary.

83%

increase

in positive
comments
How would you describe Goldair Handling, based on your collaboration with the company?
25%

increase

in negative
comments

56.67%
40% 43.33%

13.33%

During 2018, the Company received a total of 242 positive comments
Reliable Effective Customer-centred Innovates on the courtesy of its staff, the speed with which flights are serviced,
and anticipates
and the quality of the services it provides.

*Results extrapolated on the basis of 50% of the responses to the e-questionnaire at the airports managed by the Company in Greece.

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