Case Study MELBOURNE A I R P O R T© 2011 Survey Analytics | 800 326-5570 Melbourne Airport is the primary airport serving the city of Melbourne and the second busiest airport in Australia. It is Australia’s only major, single-terminal, curfew-free airport and in 2010, the number of travelers to pass through the airport in a single year rose to 27.7 million, an increase of 10 percent over 2009. Over 12,500 people work within the Melbourne Airport pre- cinct and, with 27.7 million customers to serve, Melbourne Airport continues to put customer satisfaction at a premium. In order to gain insight into the customer experience and improve service, the Melbourne Airport research department works to listen to their customers by gath- ering survey data. The surveys by the Melbourne Airport tea

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