J.D. POWER SURVEY
Bradley airport improves its customer satisfaction rating.
Bradley International Airport significantly improved its standing among its medium-sized, U.S. airport peers in a new customer satisfaction survey Wednesday, but remains in the “about average” range.
Out of a possible 1,000 points, Bradley scored 782 overall, a jump of 39 points over the Windsor Locks airport’s score in 2017, according to the J.D. Power 2018 North American airport survey. The average gain among airports was 12 points.
“Bradley is up quite a bit because of physical improvements to the airport,” Michael Taylor, who leads the airport survey for J.D. Power, said.
Bradley’s score was pushed higher in 2018 by large jumps in customer satisfaction in baggage claim, food and beverage service and check-in services, Taylor said. Baggage claim soared 57 points in customer satisfaction, with the average gain across all airports being 15 points, he said.
Bradley’s score is just shy of the average score of 789 points for medium-size airports. Buffalo Niagara International Airport scored the highest in that category, at 814. Among medium-sized airports, Bradley ranked 17th, ahead of General Mitchell International Airport in Milwaukee and behind Ontario International Airport in California.
The ranking categories for airports are “among the best,” “better than most,” “about average” and “the rest.” Airports are divided into mega, large and medium-sized venues.
Kevin A. Dillon, executive director of the Connecticut Airport Authority, said Bradley is pleased to see the improved score compared with last year. He attributed that to a combination of capital projects, improved check-in services and more amenities.
“Additional concessions such as Phillips Seafood Restaurant and Two Roads Brewing Co. are really paying dividends,” Dillon said. “Amenities such as the lounge that we’ve added here are very, very helpful.”
Dillon said he expects further improvement, with projects in the coming year including a $5 million upgrade to restrooms throughout the airport.
Dillon noted that Bradley’s score is higher than nearby competing airports such as John F. Kennedy International and LaGuardia airports in New York and Logan International in Boston, which are ranked in either the large airport or mega airport rankings. Kennedy scored 752, LaGuardia, 678, and Logan, 747.
Such comparisons are valid, Taylor said, because passengers are asked the same questions no matter the size of the airport.
Taylor said the airport ranking came from a broader survey of 24,000 passengers across North America, which included 301 who gave responses for Bradley. The margin of error is plus or minus 6 percent.