b'78 MIA OPERATIONS $681 million to upgrade and modernize escalators,elevators and moving walkways; $130 million to replace about 430,000 square feetof roofing; and a $547 million electrical infrastructure hardeningprogram to replace backup generators, etc.From March through July, airport Lightning teams completed more than 3,500 tasksan average of 23 per day.All Aviation Department employees must completeStrong Return on Investment a one-hour customer service training program. The impact of programs to improve customer service and satisfaction can often be hard to measure. Not so with I AM MIA.consider travelers a captive audience. But Cuti and other airport Cuti reports that between April and June 2024, the airportsdirectors emphasize the importance of providing customers a overall customer satisfaction score reported by J.D. Power jumpedstellar experience.by 23 points. In the terminal facilities category, MIAs customerNinety-eight percent of all Miami-Dades visitors come satisfaction score increased by 45 points. through the airport, and about 60% of the states international That gives us a good indication at an early stage that itsvisitors come through MIA. We are the first impression people working, he says, adding that the airport also received far fewerget of our city. It behooves us to put our best foot forward, says complaints via social media than in the past several months. Cuti. At the end of the day, if youre going to be the gateway to Cynics from outside the industry may wonder why customerthe Americas, if youre going to be the first and last impression satisfaction programs like I AM MIA are important, because somethat people have when traveling, we want to make sure that impression is a good one. We want return business. January | February 2025AirportImprovement.com'