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Shane Carter

Bill and Hillary Clinton National Airport

Little Rock Municipal Airport Commission

(501) 537-7373

Passenger Satisfaction Study for Clinton National Reflects Positive Results


New Passenger Satisfaction Study Conducted for Bill and Hillary Clinton National
Reflects Positive Results

Four out of five passengers surveyed are satisfied with the airport


LITTLE ROCK, ARK. (Nov. 19, 2013) – Phoenix Marketing International, an industry leader known for reviewing and analyzing airport performance, has completed a detailed satisfaction study at Bill and Hillary Clinton National Airport. Recent survey results reflect that past and current renovations are transforming the airport into a convenient and comfortable location for business and leisure travel.
The survey, commissioned by Clinton National, interviewed 354 departing and arriving passengers during the week of Nov. 4, 2013. Four out of five passengers said they were satisfied with the airport, with two out of five passengers reporting they were very satisfied.
“Both arriving and departing passengers fell within a similar range of expressed satisfaction – 84 percent and 81 percent, respectively,” said David Pluchino, vice president of Phoenix Marketing International, based in Branchburg, N.J. “While there is room for improvement, from our perspective, this level of satisfaction doesn’t create grave concerns.”
Phoenix Marketing International is currently conducting research on more than 100 airports across the country and plans to release the combined results during  2014. Based on results so far, Pluchino and his team said Clinton National would fall in the middle of the pack, far from the worst.
“Phoenix Marketing International is a well-known and respected marketing research company with experience in dozens of airports across the country,” said Kay Kelley Arnold, Chairwoman, Little Rock Municipal Airport Commission. “It was important to us to undergo a legitimate, transparent and independent evaluation so that we may better focus our limited resources on the items that are most important to our customers. Verifiable research helps us accomplish that and improve our customer experience.”
Clinton National recently completed a $67 million building improvement project, which opened a new ticket lobby area that includes a state-of-the-art inline baggage screening system.
Many of the items that passengers mentioned in the survey that could be improved are currently in the works at the airport.
Current and planned renovations include:
  • Construction of new restrooms and renovation of current restroom facilities
  • New charging stations throughout the concourse, including at each gate
  •  Addition of a business work area in concourse rotunda 
  • Updated concourse appearance, including new carpeting and seating
  • Updated baggage claim
  • Renovated Visitors and Information Center, which will reopen in December
  • Additional kiosks for passengers to print boarding passes when not checking luggage
  • New curbside check-in for all participating airlines   
  • Addition of TSA Pre-Check
  • Update of free Wi-Fi
  • Improved directional signage
  • Addition of visual paging
We are committed to customer satisfaction and making Clinton National Airport a great airport for business and leisure travelers,” Arnold said. “We will continue to survey passengers next year to keep a close watch on what our guests want. This survey will not just sit on a shelf and collect dust. We are taking this feedback to heart and doing what we need to do to create the ideal travel experience for everyone who visits us.”
 Click here to view the full report.
Bill and Hillary Clinton National Airport
One Airport Drive • Little Rock, AR 72202-4402
Phone: (501) 372-3439 • Fax: (501) 372-0612