Page 34 - Goldair Handling_Corporate Responsibility & Sustainable Development Report 2017

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In 2017, there were no incidents of non-compliance with regulations or laws relating to either the
Company’s services or the effects of these services on the health and safety of the public it serves.

2.3. Mutually beneficial relations with clients

Goldair Handling’s main clients include airlines that carry out SATISFACTION SURVEYS
commercial flights, general aviation and freight transport. A The satisfaction survey conducted during the period 22/1/2018-
characteristic feature of Goldair Handling’s customer oriented 11/4/2018 pertained to gauging satisfaction on the part of the
philosophy is continuous improvement of the services Company’s clients related to the services provided over the
provided in order to reliably serve existing clients and attract course of 2017. In total, 54 airlines were surveyed, and 30
new partnerships. responded (55.55%).
In this regard, the Company seeks to communicate regularly In addition, Goldair Handling conducted a survey on passenger
with its clients to better respond to their needs and expectations. satisfaction with our services in general and the service
At Goldair Handling, this procedure is applied in order to gauge they receive while in the VIP lounges and at the Athens and
customer satisfaction and to identify new needs and demands Heraklion, Crete airports. The survey was conducted on 91,755
on their part. passengers and 976 questionnaires were collected, the results
of which are set out in the charts below:

VIP LOUNGE SURVEY RESULTS VIP LOUNGE SURVEY RESULTS

ATHENS HERAKLION

Communication

Magazines/newspapers

Selection of beverages
and snacks

Comfort

Provision of information

Politeness of staff

excellent good fair poor very poor
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