Transcription of Introduction to ASQ Survey Measuring and …
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Introduction to ASQ Survey Measuring and …
airport Service quality ACI 2011 ACI 2010 0 ACI NA Marketing and Communications Conference June 22, 2011 Introduction to ASQ Survey Measuring and benchmarking passenger satisfaction airport Service quality ACI 2011 ASQ overview Who s in? Who wins? Why they win But every ASQ airport can win Content Today s agenda Five takeaways airport Service quality ACI 2011 Financial Indicators quality of Service Indicators airport benchmarking Information Partial availability Partial availability Available Operational Indicators Three Main Indicator Types Performance Indicators If you can t measure it, you can t manage it airport Service quality ACI 2011 3 The industry standard for passenger satisfaction benchmark data led by ACI and participating airports The world s largest managed airport benchmarking programme Every year, while waiting at the gate.
© ACI 2011© ACI 2010 0 Airport Service Quality ACI NA Marketing and Communications Conference June 22, 2011 Introduction to ASQ Survey Measuring and benchmarking ...
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