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Saturday, Feb 22, 2020

Mixed results | New kiosks reveal generally satisfied travellers at airport

Mixed results | New kiosks reveal generally satisfied travellers at airport

The new customer service kiosks placed at the TB Lettsome International Airport and at the Road Town Ferry Terminal depicts that while travellers are generally satisfied in the service they received at the airport, a number of them were not.
This is according to data collected between November 30 and December 30 2019; a government-commissioned media release has indicated.

The kiosk requested customers to rate their experiences with front line officers such as Immigration officers, Customs officers and fund-collection officers. The machines are expected to be at every port of entry territory-wide, Business Change Manager for Improved Customer Kedimone Rubaine said.

She said the feedback provided is uploaded in real-time to a central online dashboard for analysis.

And according to the aforesaid media release. “customers received the prompt ‘How did I serve you today?’ and then selected a corresponding colour that measured their emotions at the end of the experience. The Road Town Jetty had 204 responses with 113 customers or 55 percent of the responders being extremely satisfied with their experience; 23 customers or 11 percent of responders being fairly satisfied; nine customers or four percent of responders being neutral; eight customers or four percent of responders being fairly unsatisfied, and 51 customers, or 25 percent of responders being extremely unsatisfied.”

It continued: “The TB Lettsome International Airport had 144 responses with 100 customers, or 69 percent of the responders being extremely satisfied with their experience; eight customers or six percent of responders being fairly satisfied; 10 customers or seven percent of responders being neutral; three customers or two percent of responders being fairly unsatisfied; and 23 customers, or 16 per cent of responders being extremely unsatisfied.”

In the meantime, Deputy Governor David Archer, Jr said the data would then be used to improve and enhance the areas of weakness in these front line workers.
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