Source: ACI

Airports Council International (ACI) World has today announced a major new evolution of its industry-leading Airport Service Quality program as the third annual Customer Experience Global Summit kicked off in Montreal.

ASQ surveys measure passengers’ satisfaction while they are travelling through an airport and provide the research tools and management information for airports to better understand passenger views, what they can improve, and the services  passengers want from them.

To ensure that this program addresses what members and passengers need and to remains relevant and responsive to changing passenger attitudes, expectations, and needs, ACI announced to participants at the global summit a major new evolution of the ASQ Departures Survey:

  • 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 to deploy from a catalogue of pre-defined ones.

In creating these improvements, ACI has ensured that key historical data – which is so important in benchmarking performance over time – will not be lost as 70% of the KPIs are the same (or slightly improved) and the remaining 30% are new opportunities to better understand today’s passenger journey.

“Our Customer Experience Global Summit is all about bring industry leaders together to discuss and explore how we can continue to prioritize the voice of our customers and ensure that we continue to meet their needs,” ACI World Director General Luis Felipe de Oliveira said.

“We are bringing a good number of delegates physically to Montreal with a hybrid meeting and we welcome the industry back to our first global summit since 2019.

“ACI has evolved the ASQ program to reflect the changing expectations of passengers to gain a deeper understanding of passenger profiles and behaviours.

“More than any other time in the program’s history, this responsive approach has been important to ASQ remaining the key industry program assisting airports to understand how to increase passenger satisfaction and improve business performance in this fast-changing landscape.

“We are excited to bring the global summit back to the international aviation events calendar as it comes at a crucial time for our industry as we navigate a recovery and look to rebuild global connectivity with the customer at the heart of our plans.

“We would like to thank Amadeus for the continue support provided for the ASQ Awards, and also all sponsors that helped to bring this event to the aviation community.”

The third edition of ACI World’s Customer Experience Global Summit is being held as a hybrid conference at Montreal’s Palais des Congres until 9 September exploring the theme Gateway to the new travel journey: Share. Rethink. Evolve. The event comprises physical and virtual elements.