Survey Results of the Customer
Satisfaction Survey in FY 2023

June 2024

CS Promotion Office, Passenger Service Department
Tokyo International Air Terminal Corporation1

GreetingThank you very much for using the International Passenger Terminal of Tokyo InternationalAirport.
We have been striving to understand the evaluations and requests with regard to our services
from customers and working to improve our services on a routine basis.
Although we hear the voices of customers through our website and the suggestion boxes
installed in the terminal on a daily basis, we also implement a satisfaction survey on an annual
basis in the form of our researchers directly interviewing customers.
Although we had postponed the implementation of the survey after the survey in FY 2019because of the COVID-19 crisis, we resumed the survey from the last fiscal year, and this is toinform you of the summarized results of the Customer Satisfaction Survey for FY 2023.

We would like to take this opportunity to thank you for your cooperation during the survey period.
June 2024
CS Promotion Office, Passenger Service Department
Tokyo International Air Terminal Corporation2Survey Overview■Purpose of the Survey: The purpose is to quantify customer satisfaction, understand customer
evaluations of the facilities in the international passenger terminal andof the variety of services as well as further improvements to thefacilities and increases in customer satisfaction.
■Survey Targets: Customers who use international flights at Tokyo International Airport(international flights at the Terminal 3/Terminal 2)■Survey Method: A face-to-face interview survey using iPad terminals■Survey Date and Time: Four days from February 6 (Tue.) to 9 (Fri.), 2024

■Number of Samples Collected: 1,025 samples■Survey Company:3

Survey Results (1)Slightly
dissatisfied 2.0

0.4 Dissatisfied

Slightlysatisfied

27.0
Satisfied

70.6

97.6
Satisfied + Slightly satisfied =Overall satisfaction
Satisfaction of customers who used the international terminals at Tokyo International Airport
was 97.6 points, which led to a highly satisfactory result in general.
While facilities/equipment, responses by the airport staff, guide displays within the terminals,
and other elements were generally highly satisfactory, and although the satisfaction of store
management was high, there tended to be many points on fewer restaurants that offered
greater food diversity, such as halal, vegetarian, and vegan.
4Survey Results (2)Satisfaction by Key Item

96.6

Facilities/equipment
施設・設備
Responses by airport
空港スタッフの対応
staff

94.7

Guide
displays within
ターミナル内案内表示
the terminals

91.8
89.4

Retail物販店舗
storesServicestores
サービス店舗

88.9
85.1

飲食店舗
Restaurants
7880

82

84

86

88

90

92

94

9698

*Satisfaction showed the percentages of “Satisfied” and “Slightly satisfied” among the five-point
scale of “Satisfied,” “Slightly satisfied,” “Yes and no,” “Slightly dissatisfied,” and “Dissatisfied.”

5Survey Results (3)Item

Facilities/equipment

Responses byairport staff(Partial) Comments received from customers while implementing the interview survey
Evaluation Content-The entire airport was clean -Toilets were clean-Air conditioning was working well
-There were fewer chairs and charging facilities-The Wi-Fi connection environment was not good
-The concierge was easy to talk to-Overall staff responses-Some staff members’ wording was not good
-It was easy to find the boarding gate

Guide displays-Guide signs leading to ground transportation were difficult to understand-I could find what I wanted to buy
Retail stores-Product lineup -Number of stores-Opening hours

Service stores

Restaurants-The baggage storage service was good
-There were plenty of vending machines-Congestion in the shower room
-Congestion in the lounge-The atmosphere was good
-There were many foods on the menu

-Food diversity (halal, vegan, and vegetarian)-Opening hours

6