Airports Counil International (ACI), a nonprofit organization based in Montreal with 591 members operating 1,861 airports in 177 countries, surveys some 550,000 passengers each year on their satisfaction levels with their on-the-day experience at those airports participating in the ASQ Survey program.
Passengers are asked for their views on as many as 34 key service indicators, such as airport access, check-in, security, airport facilities, food and beverage, and retail.
“Airports are more than simply points of departure and arrival,” says Angela Gittens, director general of ACI World, in a statement. “They are complex businesses in their own right. As such, a focus on serving the passenger has become increasingly important to ensuring success.”
How airports can improve customer experience
Airports can decrease hassle time and make customer experience more pleasant by tuning in to daily foot traffic and giving the customer a voice. HappyOrNot® Customer Satisfaction Management System allows airports to get immediate feedback at a point of interaction in strategic areas of the airport such as Ticketing, Terminal Waiting Areas, Security, Business Centers, Restaurants, Restrooms, and Baggage Claim areas, among others. Monitoring daily performance with the HappyOrNot intelligent cloud-based Reporting Service allows management to see and follow service trends and propose corrective measures in a timely matter to any areas showing decline in service for immediate remedy.
The mere presence of the Smiley Terminals invites participation by on average 20% – even as high as 80% in some areas – of the entire footfall. And in addition to the impressive response rate, it builds customer trust and loyalty, and motivates employees to provide outstanding service every day.
Heathrow Airport, Dallas/Fort Worth Airport, Seattle-Tacoma, and Orlando International Airport are just a few examples of airports within the HappyOrNot family of clients that are successfully tracking performance to achieve high standards in customer service excellence.
The first U.S. airport to install HappyOrNot machines was Greenville-Spartanburg International Airport in South Carolina, with a few units in the baggage claim area reports Harriet Baskas in USA Today.
“We strive to improve the customer experience … and look for ways to measure the effectiveness of all these efforts,” said Rosylin Weston, GSP spokesperson. “The HappyOrNot units are not only an effective overall measurement tool,” said Weston, “but they can analyze data on a weekly, daily or even hourly basis.”
To learn more about how the HappyOrNot service helps Transportation organizations improve their patient and visitor satisfaction, we welcome you to read our whitepaper here: HappyOrNot for Transportation