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Customer information service indicators

IndicatorMeasurement unit Malpensa T1Malpensa T2Linate
Easy to use and updated website % of satisfied passengers Target 2017 90.0% 90.0% 90.0%
2017 Result 93.2% 97.4% 91.2%
Perception of the efficacy of the operative information points % of satisfied passengers Target 2017 95.0% 95.0% 95.0%
2017 Result 96.6% 97.8% 94.1%
Perception of the clarity, comprehensibility and effectiveness of internal signage % of satisfied passengers Target 2017 98.3% 92.0% 98.4%
2017 Result 97.9% 96.6% 95.0%
Perception of the professionalism of staff (info point, security, etc.) % of satisfied passengers Target 2017 95.0% 95.0% 95.0%
2017 Result 98.1% 97.6% 95.8%
Overall perception of the efficacy and accessibility of public information services (monitors, announcements, internal signage etc.) % of satisfied passengers Target 2017 98.5% 93.0% 98.5%
2017 Result 99.0% 98.4% 97.9%

Airports in numbersT1T2Linate
Operational information points (desks + virtual desk) 14 4 5
Number of information monitor blocks 210 66 46

Source: SEA, Doxa

2017 marked the final phase of service consolidation in terms of the reliability of the information services telepresence system, the Live Info Point.

The use of the service by passengers, however, generated an annual increase, albeit minimal, of 6% at Malpensa.

Comparing September 2015, the month in which the installation of all totems at the 2 airports was completed (16 in total, 10 at Malpensa Terminal 1, 3 at Malpensa Terminal 2 and 3 at Linate), with the same month of 2017, video conference calls increased 20%.

During the last 2 months of the year, an engaging advertising video was created with the aim of better expressing the features and usability of the service.

The video is broadcast continuously on the 46-inch vertical monitor of the totem and, with the dynamic image of an operator, together with textual prompts (e.g. “Looking for your gate?”, “Do you need to check-in?”, etc.), attracts passengers in search of help by way of a welcoming gesture. The first feedback received indicates a marked increase in the use of the system after the implementation of the new communication tool (>20% compared to the previous period).