Survey Says: RDU Delivers World-Class Experience Amidst Record Growth

Survey Results ImageCustomer satisfaction continues to rise at RDU! According to a survey conducted by the Airport Authority and released at its July board meeting, 99 percent of respondents rated RDU a 4 or 5 on a 5-point scale, for an overall airport score of 4.92. That’s an increase of .24 points over 2014 results and an 18 percent increase when compared with results from 2007.

Also announced at the recent meeting, June 2017 marked the airport’s 40th consecutive month of year-over-year monthly passenger gains, with a record high load factor of 89.8 percent – meaning on average, planes departing RDU are almost completely full!

With growth continuing to rise, we’re proud to see customer satisfaction is keeping pace.

The highest rated categories in the recent survey included terminal facilities, restroom cleanliness, and in-terminal signage and wayfinding. Respondents said that Wi-Fi and Bag Claim could be better, but still received a rating above 4 on the 5-point scale. We’re happy to say that enhancements to Wi-Fi are underway and the Airport Authority continues to work with airline partners to improve bag delivery times.

In total, the survey measured 14 elements of the customer experience, including: parking, ground transportation, food and retail services, security screening, and gate area comfort, among others. And, according to the results, 57 percent of travelers are flying for leisure, 39 percent for business, and about 4 percent for other reasons, such as school-related travel. 83 percent of travelers had previously visited RDU, while 17 percent were starting their vacation or business trip at RDU for the first time.

48 percent of travelers reported 16-59 minute commute to the airport, with 28 percent traveling more than 1 hour. Additionally, 24 percent of travelers reported less than 15 minutes of travel time to RDU.

More than 1,500 passengers participated in the survey and were interviewed in-person at RDU between November 2016 and February 2017 at various times of day and locations. The survey has a margin of error of +/- 2.5 percent.

Have you had a great experience at RDU? Think we have room for improvement? Share your thoughts with us by following this link.