INTERNATIONAL. Airports Council International (ACI) World announced a “major evolution” of its Airport Service Quality (ASQ) programme as the third annual Customer Experience Global Summit began in Montreal yesterday.
ASQ surveys measure passenger satisfaction while they are travelling through an airport. It also provides research and management information for airports to better understand passenger views, what they can improve, and the services passengers want.
Key elements of the ASQ Departures Survey will now include:
- New key performance indicators to better monitor the evolving customer journey
- New demographic and behavioural questions to better understand passengers’ needs and expectations
- Customer emotional response will also be measured through the questionnaire to understand how this impacts their level of satisfaction with the airport experience
- New ASQ Departures Plus – offered only via tablet – will include the capacity to choose additional questions.
In…