A question I ask myself from time to time is how the traveling public views the airport’s parking and shuttle service? Is it merely a means to an end or is it viewed as a valuable component to the overall airport experience? As Salt Lake Airport’s parking manager, I believe we are a valuable asset, but with only a few options to gauge customer feedback we are left with a customer service conundrum.
Guest satisfaction surveys and comments to our webmaster via email are the traditional methods for feedback, but customers don’t always care to respond in this fashion and their voice is not heard. They may share their experience with relatives and friends, but not directly with us. We wanted to be able to hear firsthand from our customers to better measure our level of service, and address the areas where we may fall short.
Last May, Salt Lake City International Airport added a public relations and marketing manager to the staff. One area of responsibility she was tasked with was developing our social media programs, which hadn’t been done due to staff constraints. She began to tweet important information regarding the availability of space in our garage, which fills up weekly, along with information regarding our upcoming terminal redevelopment project. Within a few weeks, our social media platform grew and gained momentum.
In just a few short months, our Facebook followers have grown to more than 13,000, and we have more than 2,500 followers on Twitter. Although we know those are not huge numbers, the increase over such a short time has been dramatic. Even more impressive is the fact we are now getting timely feedback from the public, especially as it relates to parking and shuttle services. The messages received have given us greater clarity on the level of service we provide on a daily basis, and allow us to share passenger experiences with employees and their supervisors. Just as importantly, we can easily respond to all social media communication—positive and negative—in an expeditious fashion. By establishing a foundation of communication with the Salt Lake community, we are quickly finding out what our identity is, and how we are perceived by the traveling public.
So…what’s your identity? Comment below.