J.D. Power Names IND Best for Customer Satisfaction a Sixth Time
Indy airport ranks highest among travelers for food and beverage options
INDIANAPOLIS (Sept. 20, 2023) – For an impressive sixth time, J.D. Power has named the Indianapolis International Airport (IND) best in customer satisfaction among medium-sized airports in North America. This makes the fourth time in five years that the Indy airport has received the prestigious recognition in the J.D. Power North America Airport Satisfaction Study, and the sixth time overall*.
Recognition is ranked by J.D. Power based on customer ratings. This year’s study is based on 27,147 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from August 2022 through July 2023.
“This award demonstrates the dedication of our team and airport business partners to the community,” said Mario Rodriguez, Indianapolis Airport Authority executive director. “The true magic is that our world-class team has a boundless capacity, year after year, to continuously improve the airport customer experience.”
The J.D. Power 2023 North America Airport Satisfaction Study is considered a reputable benchmark for measuring traveler satisfaction based on customer feedback. The survey looked at several factors associated with the airport customer experience. IND scored highest in the following categories: airport arrival/departure (getting to and leaving the airport), security check, terminal facilities (concourses, lounges, signage, restrooms and gate areas) and food/beverage and retail factors.
The Indy airport received an overall customer satisfaction score of 843 out of 1,000, which is the highest in the medium-sized airport category.
Throughout the year travelers give the Indy airport top marks in various customer feedback surveys leading to award recognition, including the industry title of Best Airport in North America from Airports Council International – North America. The Indy airport has held this title for 11 years running. Travel + Leisure readers also recently named IND one of the world’s best as a Top 10 Favorite Domestic Airport – a title the airport has held for eight years in a row.
“Our customers experience the team’s caring and pride in so many ways throughout their journey, and they only find that here at IND,” said Rodriguez. “Our team is the best in the industry, which is why the Indy airport is ranked the best repeatedly.”
Travelers repeatedly praise how well the Indy airport delivers on cleanliness, easy access to gates, efficient security check, variety of food and beverage and retail options, overall facility amenities and customer service.
The airport’s award-winning concessions program features retailers and food-and-beverage providers that offer a mix of nationally renowned brands, such as Shake Shack and FAO Schwarz, along with local favorites, including Sun King Brewery and Tinker Coffee.
Over the past year, the Indy airport opened several new restaurants, including the Pacers Courtside Club, Bub’s Burgers & Ice Cream, Bento Sushi, HotBox Pizza, The Farmers’ Market featuring Indiana Grown, Tinker Coffee Café, Ben’s Soft Pretzels and Shake Shack. Also, two long-standing restaurants completed a renovation and expansion with Chick-fil-A and Harry & Izzy’s, respectively.
Harry & Izzy’s at IND was named one of the world’s 10 best airport restaurants earlier in 2023, and stood out for its customer-service driven culture and sinus-clearing shrimp cocktail.
Click here to see the full results of the J.D. Power 2023 North America Airport Satisfaction Study.
* Indianapolis International Airport received the highest numerical score among small airports (fewer than 10 million passengers/year) in the proprietary J.D. Power 2010 North America Airport Satisfaction StudySM and the highest score among medium airports (4.5 to 9.9 million passengers per year) in the J.D. Power 2016, 2019-2020 and 2022-2023 North America Airport Satisfaction Studies of customers’ satisfaction with the airport they traveled through. Visit jdpower.com/awards for more details.