Our “Make your Mark” employees survey was undertaken at the end of 2007 and attracted responses from 85.3% of employees across Scotland. This rate of response benchmarks well with similar organisations.

The survey results showed an upward trend in satisfaction with engagement and communications across Scotland, with a satisfaction rating of 85% (compared to 73% in 2006).

Across the three airports, a number of common themes emerged:

Areas of strength

• Understanding of individuals job role, responsibilities and expectations
• Understanding of BAA objectives and strategies and how their work contributes to success
• At Edinburgh and Aberdeen airports, which recently adopted Service Improvement Programmes (SIP), customer service issues came to the fore, with a greater commitment to putting the passenger first
• Immediate supervisors are supportive in times of personal crisis.

Areas requiring improvement

• Belief that promotions are not based on merit
• Disbelief that action will be taken as a result of survey.