Introduction to ASQ Survey Measuring and …

1 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.

2 Over 350 000 passengers are interviewed and asked to rate their on-the day experience of the airport . 34 items are measured such as friendliness of check-in staff or waiting time at security control Margin of error just + or minus 4% Over 220 airports participating worldwide Benchmark with airports in over 50 countries ASQ Survey Overview ASQ Survey Introduction airport Service quality ACI 2011 4 34 Key Performance Indicators airport Service quality ACI 2011 Over 220 airports worldwide 60 of 100 top airports by passenger traffic 19 of the top 20 European airports Over half of the 30 largest NA airports Who s in ASQ ? ASQ Participation Atlanta Austin Baltimore Bermuda Boise Boston Calgary Cincinnati Cleveland Participants in North America Columbus Dallas DFW Dallas DAL Denver Detroit Edmonton Fredericton Ft Lauderdale Grand Rapids Halifax Houston IAH Houston HOU Indianapolis Jackson Jacksonville Kelowna Memphis Minneapolis Montreal Ottawa Portland Quebec City Regina San Antonio San Diego Salt Lake City Sacramento Saskatoon Seattle Springfield St.

3 John s Toronto YYZ Victoria Washington DCA Washington IAD Winnipeg airport Service quality ACI 2011 ASQ Award Winners Seoul Incheon (6th consecutive year at #1) Singapore Hong Kong Beijing Shanghai Pudong Who Wins? 2010 Overall Best Scores airport Service quality ACI 2011 How the world s best airports prioritize their service offering 1 Cleanliness of airport terminal 2 Overall satisfaction with the airport 3 Ambience of the airport 4 Cleanliness of washrooms 5 Availability of washrooms 6 Courtesy of check-in staff 7 Courtesy of airport staff 8 Efficiency of check-in staff 9 Ease of finding your way through airport 10 Feeling of being safe Identify where to concentrate efforts Why they win?

4 They prioritize according to best practice How the world s top 10 airports prioritize airport Service quality ACI 2011 ASQ Best Performing Airports All are committed to giving the passenger an experience akin to a 5-star hotel All are relatively new facilities or have new terminals Competition is intense no airport is content with stable scores There is considerable government support and investment in infrastructure The airports are recognized as catalysts for economic development The region s air carriers are also committed to excellence in customer service Identify where to concentrate efforts Common factors among the five Asia / Pacific winners airport Service quality ACI 2011 Absolutely not!

5 !! In 2010: In category, 2-5 million pax Ottawa, Halifax finished 1st and 2nd worldwide In 5-15 million pax category, Indianapolis 3rd and Austin 5th In 15-25 million pax category, Vancouver was 3rd, And over 40 million pax, DFW was 4th In 2009, BWI, Salt Lake City, Denver, Jackson and Houston (IAH) placed in the top five in their respective size categories Identify where to concentrate efforts Is NA oh for ASQ in terms of awards? ASQ NA Best Performing Airports airport Service quality ACI 2011 10 Benefits of ASQ Survey Identify possible service gaps and share best practice with other participating airports Understand strengths & weaknesses of delivered services Understand where to focus your efforts and investments by identifying in which service areas improvements have the greatest impact on customer satisfaction Identify areas of improvement and optimize investments Include ASQ Survey results into Service Level Agreements (SLA)

6 Or concession agreements Set and monitor service standards for suppliers and partners Use ASQ results to demonstrate your airport s commitment to service quality to stakeholders or to the public with the annual ASQ service Awards Marketing tool ASQ Survey Benefits - How every airport can win through improvement airport Service quality ACI 2011 Everybody wins! ASQ Trend Review Passenger satisfaction at airports worldwide has continuously improved since measured by ASQ Overall Satisfaction global + airport Service quality ACI 2011 12 Awards for airports achieving the highest scores in the ASQ Survey Awards categorized by regions, traffic size and best improvements Annual Awards ceremony at a key ACI conference Annual Regional meeting to discuss the use of the ASQ programme Next NA Forum Cancun, August 2011 Opportunity to network and share best practice between ASQ airports ASQ Events airport Service quality Events ASQ airport Forums ASQ Awards airport Service quality ACI 2011 13 Damien Kobel Director Tel.

7 +41 22 354 07 53 E-mail: For more information or questions, please contact: Paul Behnke ACI s North American Representative for ASQ or or check our website: Contacts Mark Adamson Director Tel: +41 22 354 07 50 E-mail.