India’s first ever Passenger Satisfaction Survey at Chhatrapati Shivaji International Airport

Survey Conducted By:

CBEC engaged a reputed Management School, L. N. Welingkar Institute of Management, Mumbai (WE School)

Purpose:

To conduct a survey of Passenger Satisfaction levels of customs clearance process at the Airport.

Delegate:  Chairman, CBEC, Shri Najib Shah.

Venue and date: Mumbai Customs House, 21st May 2016

Main Focus:

The scope of the Survey was to assess Passenger Satisfaction levels with the Customs Clearance Process

Focusing on three aspects – Information, Behaviour and Process

 24×7 Surveying:

• Faculty members and Research Associates of WE School conducted the survey over a week from 20th to 26th May on 24×7 basis
• The sample size of survey was 731 passengers being the, duly representative of demographics, nationalities, profession

Survey Findings:

1. Overall Satisfaction level at Mumbai Airport 

• 69% Experiences Satisfaction level is better
• 15% rated as Good service and about 16% rated as worse.

2. Other key findings of the Survey

• Passengers appreciated the improvements in Customs clearance process over the years.
• 35% of the respondents mentioned that clearance process has drastical improvement.
• 37% mentioned that there is marginal improvement.

3. Three areas where major improvement is expected by passengers

•  Access and availability of information
•  Speed of process and
•  Greater transparency of duty assessment process.

4. Manner of Payment

• The manner of payment of assessed duty amount at the designated bank’s counter (SBI)
• Lack of alternative facility to pay duty by Debit/Credit card/ Cash Card & Foreign exchange rate.

Overall survey in Percentages:

• 27% were ‘Fully Aware’ of the Indian customs rules and regulations
• 17% of the passengers were found to be accessing Indian Customs website for information
• 43% of passengers preferred medium of mobile phone for seeking information
• 50% of passengers were aware that the Baggage Declaration Forms had been withdrawn
• 68% welcoming the Positive Initiatives

Features of the Study:

• To address the information awareness gaps on Web promotion &amp
• Optimisation, mobile App based information dissemination
• Increased use of social media
• Verbal and non – verbal behavioral cues of the Customs Officer impressed by the passengers over 77%.

Passenger Satisfaction levels among customs officers:

• Managing crucial conversation
• Tone of communication
• Gender sensitization
• Emotional intelligence

About Chatrabathi Sivaji Airport:

• It is one of the largest and Busiest Airport in terms of international passenger traffic in India after Delhi.
• According to Airports Council International serving 35th busiest airport in the world by passenger traffic in 2015.

Awards:

• It won the 2015 ASQ Best Airport Award in the 25-40 million passengers per annum category by Airports Council International.
• It has also won the “Best Airport in India and Central Asia” award at the Skytrax 2016 World Airport Awards.