NEWS Last modified on January 25, 2012

ACI unveils service quality programme for retail

ACI World has launched its Airport Service Quality (ASQ) Retail programme to encourage airport bosses to improve the performance of the retail operations at their gateways. 

ACI World has launched its Airport Service Quality (ASQ) Retail programme to encourage airport bosses to improve the performance of the retail operations at their gateways.
 

The ASQ Retail programme will act as an impartial benchmark for airports to rate and compare themselves to one other, based on the service quality and performance of their food and beverage, duty-free and non-duty-free operations.
 

ASQ Retail provides airports with a performance overview of their retail operations and grades each aspect of its performance in relation to that of other gateways around the world.
 

Airport managers can then evaluate the individual characteristics of retail operations from gateways worldwide and identify the areas that can be improved upon.
 

In addition, the programme will provide airports with information about shopper profiles, purchasing behaviour and seasonal variations in traffic patterns, in order to help managers make decisions regarding their retail strategy.
 

Angela Gittens, director general at ACI World, said: “During these times of economic instability, when passenger demand is stagnating and freight volume is decreasing, the role of non-aeronautical revenues in safeguarding airport finances is especially important.
 

“In 2010, non-aeronautical revenues made up 46.5% of industry revenue worldwide. The ASQ Retail programme is a powerful tool for measuring, benchmarking and managing the performance of airport retail, food and beverage services.”
 

ASQ Retail will provide airports with:
 

• Bi-annual benchmarking of sales performance and satisfaction levels with food and beverage and retail

• Benchmarking of commercial key performance indicators (KPIs) and key sales ratios (sales conversion rates, total spend, etc.)

• Comparison of shopper profiles

• Trend data to monitor performance over time

• Access to the full data from all participating airports

• Strict confidentiality of data which limits data access to participating airports and is not disclosed to third parties.
 

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