Aviation Presentation - Epinion

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.

GET IN TOUCH WITH OUR AVIATION EXPERTS CONTACT US

http://epinionglobal.com/aviation-and-transport.html

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



METHODS AND TOOLS


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



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.


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



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



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.


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.


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.


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.


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



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.


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

[email protected]

+45 27 15 05 90

TERJE VAMMENMANAGING DIRECTOR,

NEW MARKETS, AVIATION & TRANSPORT

[email protected]

+45 29 86 15 15

KRISTIAN BUDOLFSENDEVELOPMENT DIRECTOR,

AVIATION

[email protected]

+45 61 46 14 66

Aviation Presentation - Epinion

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