Centerlines - December 2010 - (Page 20)

C OS UE N G E R F O C U S PA L S M N BY NICOL E NEL S ON MEASURING CUSTOMER SATISFACTION W “THESE airports share the commonality that they are not static — when they win an award, they don’t just put it on the shelf. They are constantly tweaking, and never feel that they have achieved their ultimate score.” Airports use ASQ Survey to achieve serial success hen comparing apples to apples, North American airports participating in Airport Council International’s Airport Service Quality program are making the grade on the global customer service surveys. Serving nearly 200 participating airports with a benchmarking survey of customer satisfaction worldwide, the ASQ program wraps up each calendar year with recognition of the best in show. In the 2009 ASQ Awards, Austin and Halifax took home the No. 1 and No. 2 honors in the category canvassing North America, and while not lauded in a public forum, a number of other airports achieved desired results derived from survey-specific data. “These airports have full, top-down commitment to ASQ,” Paul Behnke, North American regional representative of the ACI ASQ Program, said. “These airports share the commonality that they are not static — when they win an award, they don’t just put it on the shelf. They are constantly tweaking, and never feel that they have — Paul Behnke, North American regional representative of the ACI ASQ Program achieved their ultimate score.” Behnke said over the course of eight years in ASQ and its predecessor program (an IATA survey), these repeat winners have never stopped their quest to improve processes, service and cleanliness and build upon their scores in all of the 34 parameters that frame the ASQ Survey. “ACI created ASQ, which is designed by airport operators for airport operators, so that it would be a product most useful to airport decision makers,” Behnke said. “A lot of work went into the design of the 34 questions and that work was done by ACI with a team of airport experts. ASQ is the only airport customer service benchmarking product with a carefully chosen sample of passengers.” 20 CENTERLINES | DECEMBER 2010

Table of Contents for the Digital Edition of Centerlines - December 2010

Centerlines - December 2010
Contents
President’s Message
Canadian Airports
Associates’ Corner
On the Hill and On the Stump
Cover Story: Evolving Airport Concessions
Passenger Focus: Measuring Customer Satisfaction
Fees vs. PFCs
Grand Openings
Now Underway
New Members
Index of Advertisers/Advertiser.com
Box Scores

Centerlines - December 2010

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