CXE & AXN Airport Survey Results Report | September 2021

Providing Ingishts into Airport Industry Tech Trends, Workforce Challenges, Employee Training, and Customer and Employee Experiences.

CXE & Airport Experience® News Present the

AIRPORT NOW! SURVEY RESULTS REPORT

Published September 2021 by:

CONTENTS | CXE & AXN AIRPORT NOW! SURVEY

TABLE OF CONTENTS Key Themes

1

Survey Process

1

Survey Background

1

Survey Questions

2

New Technology

2

Workforce Challenges

2

Employee Training

3

Employee Recognition & Appreciation

4

Communication

5

Attracting Talent

5

Diversity, Equity, and Inclusion Training

6

About CXE, Inc.

7

CXE & AXN AIRPORT NOW! SURVEY

KEY THEMES One constant has remained with so much pandemic-related uncertainty: the Customer and Employee Experiences have continually been identified as a tangible area of great opportunity, despite the unrest. Airports are demonstrating unparalleled innovation in their Employee Engagement initiatives while simultaneously improving the Customer Experience. The Airport Now! Survey Report reveals a new emphasis on the importance of employee Recognition & Appreciation, the value of integrating Diversity, Inclusion, and Equity (D.E.I.) training, and creativity in overcoming hiring obstacles, and many more insights! Please continue reading to learn more about how Airport Industry professionals are counteracting the effects of the pandemic with their CX and EX program strategies.

SURVEY PROCESS Now approaching 2022, and with the pandemic continuing to influence the industry, CXE, Inc., and Airport Experience® News (AXN) have partnered together to bring you Airport NOW! – a strategic, customized survey to keep you in the know on the latest trends and areas of focus for the airport industry. CXE and AXN measured the issues that matter most—specifically, Customer and Employee Experience programs, workforce development, Employee Engagement initiatives, relevant training topics and modalities, and emerging technology trends. We hope that these survey results will provide insights and offer rebuilding strategies amidst the pandemic.

CXE digitally issued the survey before, during, and after the August 2021 Airport Experience® Conference, the largest gathering of airport decision-makers and concession executives throughout the year to compile this report. In partnership with CXE, AXN distributed the survey via their digital newsletter, the Airport Experience® News Flash. The survey results were finalized on September 08, 2021.

SURVEY BACKGROUND Issuing the first Customer and Employee Experience Survey in June 2020, CXE sought to measure the initial effects of COVID-19 in the airport industry. The insights published in the first survey results report provided an optimistic view of what airports planned for their employees and customers at the height of the pandemic. One year into the pandemic, CXE felt it was essential to revisit the 2020 Customer and Employee Experience Survey by reissuing it in March 2021 to provide a comparative view and share new insights gathered via the second survey results report.

With 2022 approaching, and the pandemic persisting, CXE has partnered with Airport Experience® News to reach a broader audience of airport professionals.

TECH & WORKFORCE CHALLENGES | CXE & AXN AIRPORT NOW! SURVEY

SURVEY QUESTIONS & RESPONSES Which technologies have you implemented amid the pandemic? (Select all that apply.)

39.1%

Delivery Apps

Virtual Information Booths Virtual Security Line

50

%

10.9%

Robots

of participants reported using touchless technology as a result of the pandemic.

7.8% 1.6%

Biometric Technology

12.5% 39.1%

App Technology Mobile Payments and Touch-Screen Ordering

50% 12.5%

5G Network Access

10.9%

None of the Above

0%

10%

20%

30%

40%

50%

60%

70%

80%

90% 100%

Please list the top workforce challenges you are facing as a result of the pandemic. (Select all that apply.)

90%

Talent Shortage

43.3%

Retention

90

30%

Onboarding

20%

Training

38.3%

Budget Constraints Supply Chain

1.7%

Getting Employees Badged Fast Enough

1.7% 0%

10%

20%

30%

40%

50%

60%

70%

80%

90% 100%

%

of respondents cited that the talent shortages are negatively impacting airport operations as a result of the COVID-19 pandemic.

TRAINING | CXE & AXN AIRPORT NOW! SURVEY

What modality of training are you currently offering your employees? eLearning (31.3%)

1.6%

9.4% About

58

6.3%

%

of participants reported eLearning as their current primary or secondary training modality amidst the pandemic.

Blended: eLearning & Classroom (26.6%)

12.5%

26.6%

12.5%

Instructor Led (12.5%) Not Training Currently (12.5%) Train the Trainer (9.4%)

31.3%

None of the Above Methods (6.3%) eLearning & On-the-Job Training (1.6%)

When asked about 2022 training plans, respondents indicated that Blended: eLearning & Classroom increased from 26.6% to 40%, as the preferred training modality of the future.

Please list the training topics that you’d like to implement within the next year.

(This list represents 25 responses in alphabetical order. Topics with an asterisk received multiple submissions.)

Airport Facility/Familiarization & Operations*

Food Service Safety

Analytical Sales

IT & Software Systems

Brand Knowledge

Leading Change

Business Operations and Policies*

Management & Leadership Skills*

Coronavirus Health & Safety*

New Employee Onboarding

Crisis Communication Skills

Product Knowledge

Customer Engagement & Service Culture*

Respecting Boundaries During COVID-19

Customer Service Essentials*

Retail Basics

Diversity, Equity, & Inclusion*

Safety & Security (Including FAA Parts 139 and 1542)

eCommerce

Team Building

Emotional Intelligence

Time Management

Employee Health & Wellness

Unconscious Bias*

Financial Planning & Management

RECOGNITION & APPRECIATION | CXE & AXN AIRPORT NOW! SURVEY

Currently, what type of employee Recognition and Appreciation do you have in place? (Select all that apply.)

56.5%

Employee-to-Employee Only

8.1%

Employee & Passenger-to-Employee

Close to

57

16.1%

Non-Monetary

35.5%

Incentive-Based

of respondents indicated that their current Recognition & Appreciation programs are only employee-to-employee nominations.

46.8%

Celebration/Awards Events

11.3%

None of the Above

6.5%

N/A

0%

10%

20%

30%

40%

50%

60%

%

70%

80%

90% 100%

Within the next year, what type of employee Recognition and Appreciation would you like to implement? (Select all that apply.)

25.8%

Employee-to-Employee Only

30.6% (+22.5% increase)

Employee & Passenger-to-Employee

19.4%

Non-Monetary

62.9% (+16.1%increase)

Incentive-Based

50%

Celebration/Awards Events

0%

10%

20%

30%

40%

50%

60%

70%

Respondents indicate a plan to greatly increase passenger involvement in their employee Recognition & Appreciation programs, as well as increase incentive-based awards.

80%

90% 100%

COMMUNICATION & HIRING | CXE & AXN AIRPORT NOW! SURVEY

Currently, what forms of employee communications and feedback does your organization utilize? (Select all that apply.)

49.2%

Employee Surveys

20.6%

Focus Groups

Almost

79.4%

One-on-one Conversations

47.6%

Employee Huddles/Meetings

Newsletters

38.1%

Email Updates

41.3%

Slack

1.6%

Town Hall Meetings

1.6%

%

of participants identified one-on-one conversations with employees as their most-used method of communication.

15.9%

Idea or Innovation Programs

80

4.8%

None of the Above

0%

10%

20%

30%

40%

50%

60%

70%

80%

90% 100%

What best practices are you implementing to attract talent?

(Select all that apply.)

50%

Job Fairs

74.2%

Social Media

33.9%

Paid Advertising

45.2%

Incentives

9.7%

None of the Above N/A

3.2%

Worforce Development Groups

1.6%

Referral Programs

1.6% 0%

10%

20%

30%

40%

50%

60%

70%

80%

74

90% 100%

%

of participants indicated that they actively recruit talent via their social media channels.

COMMUNICATION & HIRING | CXE & AXN AIRPORT NOW! SURVEY

If you offer hiring incentives, please indicate what types of incentives (Select all that apply.)

Participants identified that monetary and non-monetary incentives are offered to attract talent, with hiring bonuses, increased hourly wages, and growth/advancement opportunities emerging as the most popular.

45.3%

Increased Hourly Wages

47.2%

Hiring Bonuses

20.8%

Transportation Benefits

15.1%

Tuition Reimbursement

39.6%

Referral Bonuses

28.3%

Wellness Programs

11.3%

Meal Reiumbursement

32.1%

Professional Development Opportunities

43.4%

Growth/Advancement Opportunities

20.8%

None of the Above

0%

10%

20%

30%

40%

50%

60%

70%

80%

90% 100%

When it comes to Diversity, Equity, and Inclusion (D.E.I.), our organization : (Fill in the blank.)

“Has offered training and specific company goals in this area.” (43.1%)

3.4%

1.7%

“Is just beginning to focus in this area.” (32.8%) “Has not offered training in this area.” (19%)

43.1%

32.8%

“I’m not sure.” (3.4%) “Leads the industry in training, engagement, and workforce development!” (1.7%)

Did you know

that 67% of job seekers consider workplace diversity an important factor when considering employment opportunities?

19%

ABOUT CXE | CXE & AXN AIRPORT NOW! SURVEY

CXE inspires organizations to design and deliver employee and customer experiences that boost employee engagement, spark customer delight, and drive organizational success. CXE has proven award-winning success in organization-wide customer service culture initiatives, employee and leadership training, mystery shopping, coaching, and employee recognition and appreciation programs.

For nearly 30 years, CXE has partnered with hundreds of prominent airport, retail, hospitality, sports, and recreation clients.

CX & EX PROGRAM COMPONENTS CUSTOMIZED FRONTLINE & MANAGER TRAINING

CONSULTING & STRATEGY

PERFORMANCE MEASUREMENT

RECOGNITION & APPRECIATION

• • • • • • • •

• • • • • • •

Learning Management System (LMS) eLearning Virtual/Web-based training Train the Trainer Customer service Communication skills Performance coaching Service recovery

Service standards development Mystery shopping Form facilitation services Customer satisfaction surveys Social media monitoring Employee & tenant surveys Price audits

AFFILIATIONS & CERTIFICATIONS

Minority Business Enterprise certified in the state of Maryland & other cities & states

CXEINC.COM

• • • • • • • •

Service culture design Customer experience strategy Communication campaigns Service evaluation consultations Performance coaching & consulting Executive summaries & action plans CX leadership facilitation Focus groups

• R&A custom online recognition portal • Online gift catalog • Wall of excellence feed • On-The-Spot recognition • Company contests • Quarterly/Annual celebrations