May We Ask You A Question?

If you travel through RDU in the next few weeks, chances are you’ll be asked to take part in a survey about RDU.  If so, please do! Your answers could make a major impact on the future of your airport and help us determine how to improve your experience the next time you visit.

RDU is surveying travelers the next few weeks to learn how to improve our customer service.

RDU is surveying travelers the next few weeks to learn how to improve our customer service.

Why We Survey

Every few years, we conduct a comprehensive customer satisfaction survey to see how you feel about RDU. Our approach is scientific, with questions tailored from standard airport surveys around the nation. We also make sure that customers of each airline are approached. We also conduct the survey throughout the day to ensure we get variety in travel times.   

What It Entails

Surveyors will be out the next few weeks speaking with customers. Most surveys will be conducted on the concourse. The survey will take about 15 minutes and provides us with an invaluable amount of data that we use to continually evaluate ways to improve RDU. The survey covers a wide range of topics including:

  • Roadway Signage
  • Parking
  • Terminal Signage
  • Check-In Process
  • Security Checkpoint
  • Shops and Restaurants
  • Restrooms
  • Gate seating Areas
  • Amenities (such as power outlets and Wi-Fi)
  • Bag Claim

Changes Based On Surveys

Past customer satisfaction surveys have helped us evaluate and make improvements to our customer service standards. Everyone who works at the airport is expected to adhere to these standards that serve as guidelines for providing a world-class experience. We also use survey results to improve specific areas where you have concerns or suggestions.

For instance, in 2007 passengers expressed concerns about the cleanliness of restrooms in the old Terminal C. Your survey results alerted us to the problem, helped us craft specific standards for our cleaning contractor and assisted in updating the rating instrument we use to rate the cleanliness of our restrooms. Today, RDU is known for our clean and well-maintained terminal restrooms.

Showing Our Thanks

To show our thanks, each person who completes a survey will receive a gift. You’ll also be entered into a drawing for Visa gift cards or airport gift bags. This fall, I’ll share the results of the surveys.

Tell Us What You Think

Not traveling in the next few weeks? We would still love to hear your thoughts on what’s great about RDU and where we can improve your experience. The best way to share your experience anytime is through our Feedback system. In addition, we invite you to reach out to RDU via Twitter, Facebook or Google+! Also, you can write your comments below.

In listening to our customers, we receive valuable insights that help guide and shape RDU and our services. Each day we strive to provide exceptional service to every customer. By sharing your thoughts, you help RDU achieve its goal of providing a world-class customer experience.

About Jane Martin

Customer Relations Manager Jane oversees the Airport Authority’s Customer Relations Department, which includes everything from customer feedback to mystery shopping to setting service standards. She also manages the airport’s recognition and rewards programs. When Jane isn’t answering a customer’s question or looking like a Secret Service agent, she can be found wearing Carolina blue while her cocker spaniels, Zoe and Bella, a.k.a. “The Divas,” take her for a walk in north Raleigh.
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