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NEWS Last modified on October 29, 2018

Customer satisfaction levels rise at the world's airports

Passenger satisfaction levels at the world's airports increased in the third quarter of 2018, according to the latest analysis from Airports Council International (ACI).

ACI's quartely Airport Service Quality (ASQ) barometer report reveals that global passenger satisfaction levels in Q3 2018 increased to 4.21, up from 4.17 for the same peroid a year ago, and has remained stable since the beginning of 2018.

It says that this reflects the importance placed on customer experience and satisfaction by airports around the world.

All category scores, such as access, check-in, wayfinding, security, passport/ID control, airport facilities and airport environment have showed improvement, with the highest increase in satisfaction belonging to the 'airport facilities' category.

This category is devoted to the availability and quality of services, including food and beverage and retail options, including the passenger sentiment of how they rated the value for money of these services, available to passengers travelling through an airport.

“As competition in the airport industry grows, continuous service improvement is key for business performance and airports are clearly making the customer experience a high priority,” says ACI World director general, Angela Gittens.
“Airports are taking a leading role in improving passenger experience as passengers are demanding higher levels of service and regulators pay closer attention to airport service provision and delivery.

“ACI’s ASQ programme is the globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport.

"It provides a detailed view of the passenger experience through the complete airport journey showing the top airport performers to serve as role models for the whole industry."

The quarterly barometer reports, based on objective measurements derived from the ASQ Departures survey, enable airports around the world to gain invaluable insights to inform their approach to the increasingly competitive and crucial area of customer experience.


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