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56 Integrating Airport Information Systems Table 4-18. Business-critical information for public relations. Business-critical Key Data information data elements Metrics source Complaints by issue Number of customer complaints by Trends, complaints per airport Passenger service issue process records and complaint- tracking systems Media contacts and issues Media phone contacts by issue Trends Contact log Airline requests for new or Letters or calls regarding new or Usage (turns per gate) by Air service expanded facilities expanded facilities by airline airline; return on investment of development contacts new facilities; airport-caused delays resulting from facilities or equipment problems Quality of community airline Number of airlines, airline routes Changes in airline service per Staff or consultants service and frequencies, aircraft types and period reports, operations fleet mix, airline competition and division reports, airfares industry newsletters and study data New or pending aviation New federal legislation; new Potential impact analysis, trend Industry emails, legislation or regulations federal regulations or notices of rule- analysis newsletters, alerts to making affecting aviation government affairs staff Significant Metrics from Public Relations Business-Critical Information Customer service is a major issue for airport management and is critical to how the airport is viewed by the community, the traveling public, connecting passengers who might have a choice of airports, and public officials. Metrics derived from the Public Relations functional area can help to resolve service issues, prevent customer frustration, and proactively plan and manage the changing environment of an airport. Using the data in trend metrics, usage reports, and planning analyses allows senior management to reduce delays, increase passenger satisfac- tion, and budget resources more effectively. Table 4-18 lists business-critical information for Public Relations.