AIRPORT SERVICE QUALITY
Registration now open for Airport Service Quality Forums in Ecuador and Italy and profitable ways to serve the flying public while providing a systematic approach to continuously improving customer service.
Airports Council International (ACI) has announced that registration is now open for the upcoming 2016 Airport Service Quality (ASQ) Forums, scheduled for 2–4 November in Guayaquil, Ecuador and 30 November–2 December in Napoli, Italy. This year’s forums are organized around the theme “The people behind the numbers” and offer attendees the opportunity to learn more about the ASQ programme, hear the latest ASQ research informing the customer service initiatives of over 300 airports the world over and take part in training sessions developed specifically for forum participants. “The success of the 2015 ASQ Forums, and most recently that of the 2016 ASQ Forum Brisbane, is a clear indicator that airports are well aware of just how vital customer service excellence is to their success, from building customer loyalty to increasing non-aeronautical revenues,” noted Antoine Rostworowski, Director, Airport Customer Experience and Technology, ACI World. “More than ever, airports require in-depth, actionable intelligence on satisfaction levels across the multiple touchpoints of a traveler’s journey. The ASQ Survey provides this data, and the ASQ Forums give participants the opportunity to discuss findings and learn from each other with an eye toward continually improving the customer experience at their airports.” ACI’s ASQ Survey measures passengers’ appraisal of 34 key performance indicators on the day they travel, allowing airports to get an accurate and timely picture of traveler sentiment. Indeed, ASQ has been designed for airports seeking to measure their passenger service performance and to benchmark it against other airports with the overarching objective of offering more effective, efficient 34
ASQ is the leading customer satisfaction benchmarking programme in the airport industry today, and ASQ research is in place in airports that serve more than half the world’s 6.7 billion passengers. From benchmarking and the sharing of best practices to marketing tools that help airports communicate their achievements and services that are customizable to each airport’s unique needs, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance in the fast-changing landscape of worldwide aviation. “At its core, ASQ is about the people behind the numbers—the 7.1 billion passengers that moved through the world’s airports last year,” said Angela Gittens, Director General, ACI World. “The 2016 ASQ Forums have been designed from the ground up for delegates who want to develop a deeper understanding of their customers’ wants and needs with the end goal of crafting a passenger service strategy that not only meets expectations, but also exceeds them. “More than ever, this is a programme designed with member and passenger needs in mind, and ACI is delighted to share its latest customer service insights with ASQ Forum attendees in Ecuador and Italy,” Ms. Gittens added. “In keeping with the ASQ programme, these are learnings that they can take back to their home airports to make a real and immediate improvement in the quality of their passengers’ journeys.” For more information on the ACI ASQ Forum in Guayaquil, please click here. For more information on the ACI ASQ Forum in Napoli, please click here.
ACI World Report - July 2016