2023-04-26-CAPSE-2022年度航空公司服务测评报告_23页_925kb

CAPSE Airport Service Evaluation Summary

Overview

CAPSE (Civil Aviation Passenger Service Evaluation) is a third-party evaluation system for Chinese airports, assessing services based on passenger experiences. It uses real surveys via mobile apps, such as with "飞常准" and携程, to ensure authentic feedback. The evaluation covers 52.5 million airports in China, with metrics including airport traffic, security, services and facilities, shopping, baggage, and abnormal flight handling.

Key Findings for 2020

• Average Score: In 2020, the average comprehensive score for million-level airports was 3.98/5.
• Performance Differences: Scores ranged from 3.38 to 4.35, with airport services and facilities (4.35/5) being the highest and abnormal flight handling (3.38/5) the lowest.
• Variance: Indicators like airport services and facilities showed small score gaps, indicating consistency, while abnormal flight handling had larger disparities in performance.

Trends and Changes in 2020

• Compared to 2019, certain indicators improved, such as airport services and facilities, while others declined, including airport security and abnormal flight handling.
• Specific benchmarks for 2020 showed slight drops in composite scores and decreases in areas like audit procedures, reflecting passenger concerns.

Methodology

CAPSE ensures data authenticity by requiring passengers to use verification methods (e.g., ID or boarding pass checks) on apps like "飞常准" and携程. It provides net promoter scores and other indices to analyze passenger satisfaction, focusing on value for money without considering company size or traffic volume.

Conclusions

The 2020 report highlights opportunities for improvement in abnormal flight handling and security processes, while progress was made in service modernization. CAPSE continues to evolve with mobile technologies to support targeted enhancements in airport services.