th MEETING NOTES FOR January 10 , 2019 Thursday, February 14, 2019

1. Welcome and Introductions – Chad Leqve, MAC Vice President, Management & Operations 2. Public Service Announcements- Katlyn Schenck

@ At Your Gate

@ At your gate launched in MSP in December, just now delivering to MSP Staff, but will be launching to all passengers soon!

3. Committee Updates: Forum Committee: Save the date for the next CSAC Forum: Thursday, February 28th, 2019 at noon (LUNCH IS PROVIDED), in the Commission Chambers. Ian Leonard, Fox 9 Chief Meteorologist is our guest speaker. All are welcome to attend!

We also thank Scott Skramstad for 3 successful years as the Forum Committee Chair! He has handed the reigns to Dana Nelson, from MAC Strategy & Stakeholder Engagement Division, and look forward to continued success with Forums under Dana. Travelers Advisory Committee: met Monday, February 11th at Peoples Organic and the Galleria Edina meeting room. A varied conversation from security checkpoints, to armed police to TNC’s was discussed.

Travelers with Disability Advisory Committee: TDAC will meet March 11th- location is still TBD!

Benchmarking: The next Benchmarking trip will be in 2020. The chair and direction of the benchmarking will be announced later 2019.

Building on Success: The second Employee Break room is scheduled to open in April! More to come at the March CSAC meeting on grand opening events.

Airport Customer Service Hero: Nominations are closed for the 2019 Hero award and will be announced this Spring. Nominations for 2019- is now open! Nominate any airport employee or volunteer by sending a nomination to: [email protected]

MSP Jobs:  MSP Jobs is excited that the inaugural class of MSP Jobs Subcommittee: Hospitality and Workplace Communications started in September and has been very successful. The group will be recognized at the February Commission meeting. The next class of 20 will begin February 26th- Registration is STILL OPEN for the 14 week class  A reminder that MSP Jobs surveys for Q4 are due. Please send to Katlyn Schenck to participate. For more information on these topics- please come to the next Jobs meeting (the 2nd Tuesday of the month at 815AM in the Airport Conference Office).

MSP Nice Celebration Committee: Thank you to all that attended, volunteered or sponsored the MSP Nice 5th Annual Celebration held Monday, January 28th. We look forward to start planning the 6th annual event! New committee members are welcomed! We will begin meeting after each CSAC meeting starting March 14th.

4. Concessions Construction Update- Matt Grimm The next round of concession construction is in full swing! NOW OPEN  F Food Concourse (Wendy’s, People’s Organic, , Chick Fil A)  - Main Mall  Chilis- Main Mall

COMING SOON  Food Court, Main Mall (PinKU, Auntie Anne’s, Moe’s Southwest, , )- Summer 2019

NOW CLOSED  C Food Court (Chick Fil A, Wok & Roll, Einsten’s Bagels, ) is now closed and will open Spring 2019 into a Chick Fil A, , and Starbucks o This will cause a push to quick serve food options on A concourse and across the G connector bridge.  O’Gara’s, F Concourse, is now closed. o Note, there will be no liquor license on the F Concourse until the opening of Hi Lo Diner (April)  Ike’s and Rock Bottom Brewery, Mail Mall- will become Leeann Chin, The Cook and the Ox (Summer 2019)

CLOSING SOON  Skol , A Concourse, closing in February and will become Tattersall Distillery

5. Terminal Construction Updates- Airport Development will be back in March with a full presentation on current construction projects!

6. ASQ Overview- Steve Gentry

ASQ Q4: 4.39

This is MSP’s highest score

ever to date since starting ASQ in 2006!

2018 Overall

Satisfaction: 4.34

This is also MSP’s highest yearly overall satisfaction

score since

2006!

 What is important to our customers?

The 3 W’s

 Wait Times

 Way Finding

 Washroom Cleanliness

Q4 and 2018 Overall saw our highest scores to date. We continuously saw gradual increases in scores- not in any specific category. Our continued success depends on asking ourselves “What can we do to make the customer journey more memorable?”

8. MSP Nice Cards- The MSP Nice

cards list the MSP Brand Standards that we use in our customer service training. Please use these cards to recognize MSP employees who are demonstrating good customer service. If you need a supply, please contact [email protected] or call 612-726-5574.

Our next meeting will be held on Thursday, March 14th at 10:00 am, at T-1 Lindbergh, Airport Conference Center, Commission Chambers. All are welcome to attend