Fueled by a need in the industry, Airports Council International (ACI) has launched an exceptional program, the first of its kind in the industry: the Airport Customer Experience Accreditation program. It is designed to help airports promote service excellence and improve customer experience. The accreditation program is part of ACI’s globally established Airport Service Quality (ASQ) program.
The five-level accreditation program guides airports in their approach to customer experience management and identifies new practices that can be developed in the short and long term in order to progress through the levels of accreditation.
At each level, airports are evaluated based on their practices in eight domains, which contribute to each of the airport’s customer experience maturity level. These are: Customer Understanding, Strategy, Measurement, Operational Improvement, Governance, Airport Culture, Service Design/Innovation, and Airport Community Collaboration.
This accreditation is also a powerful tool for airports to show their commitment to improving customer experience.
Under its ASQ brand, ACI also offers a suite of solutions that assess customer satisfaction through passenger experience with ASQ tools such as Departures, Arrivals and Commercial (retail and food beverage activities) surveys. In addition to the voice of the customer survey, the employee survey for customer experience allows airports to conduct an internal diagnostic of their employees’ engagement and that of their stakeholders.