ITALY. SAVE Group has appointed UK-based travel retail consultancy 2.0 & Partners to conduct a passenger satisfaction survey at Venice Marco Polo Airport based on global benchmarks.
The survey will be conducted as part of the Airports Council International Airport Service Quality (ACI ASQ) programme. ACI ASQ is a globally-recognised airport passenger service and benchmarking programme.
SAVE Group previously appointed 2.0 & Partners to conduct a mystery shopping service at Venice Marco Polo.
2.0 & Partners CEO Fabio Bernardini said the ACI ASQ survey fitted “perfectly” with the company’s core activities of mystery shopping and brand scouting and screening.
“We consider it as a natural evolution and an extension of 2.0 & Partners’ value proposition,” he said. “We enjoy a consolidated expertise in airside areas. Every day approximately 100 2.0 & Partners agents cross the airside metal detectors of international airports to observe, survey, measure and eventually report consumer behaviours, sales staff attitude, security controls and airport services performances.”
Of the service offering at Venice Airport, Bernardini commented: “We immediately figured out that by simply replicating the traditional surveying approach to ASQ, as is, would have been a mistake.
“We realised that the training, the surveyors profile and especially the deployment of the ACI methodology required almost a fresh start, in comparison with the traditional field activity we carry out on a daily basis.
“Our travel retail-focused mind-set and our solid experience allow for a good deal of synergies and we have been operational in record times.”
