aviation presentation - epinion
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The Market Research for Aviation Market in EuropeTRANSCRIPT
AVIATION MARKET RESEARCH
EPINION AVIATION
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Epinion delivers market
research to more than 35
airports. Epinion is the primary
chosen partner of all the
airports due to its exceptional
high international expertise and
quality.
FACT BASED DECISION MAKING FOR
STRATEGIC MANAGEMENT.
HIGH EXPERTISE IN QUANTITATIVE
AND QUALITATIVE MARKET RESEARCH
FOR AIRPORTS.
ALL PLATFORMS OF DATA
COLLECTION.
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ABOUT EPINION
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Epinion was established in 1999 as
a specialised market research
and fact-based consultancy firm -
currently with offices in Aarhus,
Copenhagen, Hamburg, London,
Malmö, Oslo, Saigon, Stavanger and
Vienna.
Epinion is one of Europe’s largest
market research companies in the
field of aviation with a large and
diversified customer base, which
ensures that Epinion constantly works
with the newest developments and
trends within the sector.
Furthermore Epinion has great insight
and expertise in consulting and
employs more than 150 highly skilled
specialists and consultants with
extensive experience in both
quantitative and qualitative methods.
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“We are delighted with the
highly professional and
efficient way Epinion have
transitioned our core
surveys and introduced new
and more efficient field
management processes”
DAVID ELLIS
Head of Research and Insight Commercial
Passenger Services at Heathrow Airport
AIRPORTS USING EPINION AS
CHOSEN MARKET RESEARCH SUPPLIER TODAY
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METHODS AND TOOLS
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DATA PROCESSING: PRODUCT DEVELOPMENT, ANALYSIS, EVALUATION ETC.
Observation
Focus groups
Innovation workshops
Personal in-depth interviews
Regression analyses (multiple,
logistic, linear and non-linear)
Factor analyses
Cluster analyses
Structural equation modelling
Conjoint analyses
Time series analyses
Latent growth modelling
QUANTITATIVE
PAPI CATI CAWI CAPI Focus group In-depth interview
QUALITATIVE
Epinion uses all standard data
collection and analysis methods.
The choice of method depends on
the survey.
Epinion has extensive experience in
mixing methods in survey designs.
We provide data in all formats
(Excel, SAS, SPSS or ASCII) to
clients, who want to analyse data
in-house.
We ensure that the collected data
is directly applicable for the clientQUALITATIVE STATISTICS
DATA COLLECTION
Online interviews
Webpanels
Telephone interviews
Stop-go interview
Mystery shopping
Hall test
QUANTITATIVE
6GET IN TOUCH WITH OUR AVIATION EXPERTS CONTACT US
ROUTE DEVELOPMENT
FLOW, OBSERVATION AND PASSENGER COUNTING
COMMERCIAL DEVELOPMENTF&B, RETAIL AND PARKING
EMOTIONAL ANALYSIS
MYSTERY SHOPPING
PASSENGER SATISFACTION
CAMPAIGN AND CONCEPT TESTING
PASSENGER TRACKING
AND PROFILING PASSENGER EXPERIENCE COMMERCIAL
PRICE AND BUYING BEHAVIOR ANALYSES
AVIATION RESEARCH SERVICES - OVERVIEW
FLOW, OBSERVATION AND
PASSENGER COUNTING
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We monitor and develop passengers´ paths through all
service points in the travel value chain in order to identify
under and over performance in all relevant contact areas of
the passenger journey. Our services will enable you to plan
and optimise resources in order to obtain the most ROI on
each passenger contact point in the travel value chain.
Our methods can enable you to identify and explore the
performance of each entrance and flow route through an
airport and create the best possible basis for decisions for
layout and design—for instance, the location of CUSS
machines, new retailers, advertising etc. We can also help you
identify when and how passengers arrive at the airport, as
well as patterns in arrival to check-in in relation to expected
departure.
PASSENGER TRACKING AND PROFILING
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ROUTE DEVELOPMENT
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We can provide valuable knowledge about passengers´
behavior. These results can serve as a central input in the
decision-making process. We provide the necessary insights
to help you explore your passenger statistics.
These insights can serve as an important tool in order to
develop, optimise and plan new routes or enhance existing
routes. Supplement the passenger statistics (MIDT data, etc.)
with knowledge of passengers´ demographics and travel
behavior.
The results we provide can be used to target route
suggestions to the individual airlines and identify new
potential routes as well as the need for increased frequencies
on existing routes.
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PASSENGER TRACKING AND PROFILING
PASSENGER SATISFACTION
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Uncover drivers—tangible as well as intangible—in order to
gain insight into the parameters that affect overall passenger
satisfaction. We can help you identify any areas in need of
improvement that would be particularly beneficial to focus on
in the future.
We provide you with insights into need-to-have factors in
relation to buying experiences and the general experience
surrounding travel - both factors that increase general
passenger satisfaction.
PASSENGER EXPERIENCE
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EMOTIONAL ANALYSES
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Airports and airlines often have a general knowledge about
how to optimize passenger satisfaction. Traditional analyses
often focus on deviations in departure time and prices, but
that´s just the tip of the iceberg. Passenger satisfaction also
involves a lot of feelings – fear of being late, stress, joy,
excitement, and so on.
We provide you with the tools to help you measure these
feelings and give you a deeper understanding of what´s
important for your passengers.
By bringing feelings into the equation, you´ll gain a strong
foundation for optimizing your passengers´ overall
satisfaction and bringing them closer to you on a different
level than your competitors.
PASSENGER EXPERIENCE
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COMMERCIAL
DEVELOPMENT F&B, RETAIL
AND PARKING
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Depending on the specific business case, we develop and
create the platform on which to base strategic decisions to
innovate your business concepts landside and airside.
What is the perfect shop mix and the best placement of the
shops/concepts?
What do the passengers want and what can be expected in turnover at
different shop/concept mixes?
Do any of the shops/concepts overlap?
What is the “cannibalization” rate landside versus airside associated with
developing the commercial areas of the airport?
We use a set of different methods and advise on the most
optimal scenario, not only from a passenger point of view but
also from an overall revenue perspective, so you have the full
picture when entering your next commercial development
business case.
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COMMERCIAL
MYSTERY SHOPPING
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Epinion delivers Mystery Shopping according to the mantra
“The bitterness of poor quality remains long after the
sweetness of low price is forgotten”. As a rule of thumb, it
takes seven satisfied passengers to compensate for one
unsatisfied passenger. This means that we have a critical view
on quality, and we ensure that the results we provide create a
call to action for the organization which leads to the
optimization of service, procedures and general customer
experience.
We help you gain valuable insight into passengers´
experience – insights that will increase the overall service
level through increased focus on sales and service. Mystery
Shopping also serves as a strong dialogue and feedback tool,
for instance between the airport’s key account managers and
each store unit or the provider of public transportation and
the operators.
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COMMERCIAL
PRICE AND BUYING
BEHAVIOR ANALYSES
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We conduct price comparisons in order to determine price
differences. We analyse price perception and price sensitivity
across various products and services. Our services provide
you with qualified input for pricing of various products and
services, for instance ticket prices, lounge access and airport
parking, and help you identify the right product combinations
that passengers demand.
The analyses are performed using a variety of methods such
as conjoint analysis, MaxDiff and Van Westendorp´s price
sensitivity meter.
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COMMERCIAL
CAMPAIGN AND
CONCEPT TESTS
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We can measure the impact of campaigns through such tools
as unaided/aided awareness, un-helped/helped message
comprehension, likeability (why do they like/dislike), intention
to buy and buying behavior.
We can help you to determine the best way to communicate
(choice of media, placement of advertisement etc.), and we
can test and develop products, slogans, price and product
mixes.
We can also determine the ROI of an investment in new
services or products, such as free internet, mobile apps,
parking services, or types of shops at the airport, and we can
evaluate the effectiveness of a campaign on social media.
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COMMERCIAL
MARKET RESEARCH AT ALL LEVELS
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All our interviewers have airside passes enabling us to access respondents in all areas of the airport.
Entry Security Gate /
boarding
Baggage
claimExitCheck in Shopping /
F&B area
Coming
back
Custom
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AVIATION REPORTING
SOLUTIONS
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Insights must be communicated to create value, and Epinion
therefore offers a range of online reporting solutions to
complement to our research services.
We work with industry standard business intelligence
software as well as Incite – a proprietary reporting solution
designed specifically for survey results. Developed in close
co-operation with our aviation customers, Incite comes with a
number of customizable templates for the industry –
including passenger tracking, profiling and satisfaction, route
development, mystery shopping and smaller ad hoc surveys.
Our reporting solutions span survey-oriented market
research reports, business intelligence dashboards and KPI
scorecards.
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INCITE
CONTACT OUR TEAM
OF AVIATION EXPERTS
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We’d love to hear about your next project,
so get in touch with Epinion and determine
how you can benefit from our Aviation’s
expertise.
Our team of dedicated consultants are
waiting to help you in your market research,
allowing your business to truly take flight.
OLE PAASKESENIOR MANAGER
+45 27 15 05 90
TERJE VAMMENMANAGING DIRECTOR,
NEW MARKETS, AVIATION & TRANSPORT
+45 29 86 15 15
KRISTIAN BUDOLFSENDEVELOPMENT DIRECTOR,
AVIATION
+45 61 46 14 66