Control system and values management
Munich Airport measures the performance of its managers using financial and non-financial indicators. The most important of these are the indicators that measure corporate sustainability and quality. Accordingly, the perception of traditional sustainability management is governed economically by earnings before taxes (EBT) and ecologically by CO2 reductions. Munich Airport uses the Passenger Experience Index (PEI) to determine whether quality objectives, which provide for increasing customer satisfaction as a strategic approach, have been achieved. FMG surveys internal and external interest groups each year to determine and regularly affirm the relevance of the most important performance indicators for stakeholders.
Earnings before taxes (EBT)
Earnings targets for managers are formulated on the basis of earnings before taxes (EBT). EBT is the input factor for determining profitability. It relates to the consolidated earnings before taxes, calculated by applying the International Accounting Standards in the version adopted into European law by the European Commission.
The CO2 reductions (in tonnes) indicator not only allows the reduction in greenhouse gas emissions to be measured, but also takes into account factors such as respectful use of resources or efficient use of energy. Munich Airport set itself a new climate target at the end of 2016 to achieve carbon-neutral operation of the airport from 2030. At least 60 percent of emissions are to be effectively reduced with the remainder being offset by high-value compensation measures. Emissions caused directly by Munich Airport itself through energy supply and fuel consumption (Scope 1) and emissions arising from purchased energy (Scope 2) are factored into the calculation.
Passenger Experience Index (PEI)
The PEI is a measurement model for customer satisfaction, which allows Munich Airport to derive location-specific targets adjusted to the needs of target groups, and to assign the fields of action for improving service to existing customer contact points. Responsibility for determining these values lies with an independent external service provider for reasons of objectivity. Using questionnaires, the provider surveys the satisfaction of departing and arriving passengers on a regular basis over the course of the entire year. Munich Airport therefore receives a wealth of detailed information about the satisfaction of its passengers in eleven categories along the passenger experience chain both on a monthly basis and at the end of the year. The measurements originally planned for 2020 were suspended for the remainder of the year following the outbreak of the pandemic, since a comparison would not have been possible due to the low number of passengers.