INTERNATIONAL. Airports Council International (ACI) World announced a “major evolution” of its Airport Service Quality (ASQ) programme as the third annual Customer Experience Global Summit began in Montreal yesterday.

ASQ surveys measure passenger satisfaction while they are travelling through an airport. It also provides research and management information for airports to better understand passenger views, what they can improve, and the services passengers want.

Key elements of the ASQ Departures Survey will now include:

  • New key performance indicators to better monitor the evolving customer journey
  • New demographic and behavioural questions to better understand passengers’ needs and expectations
  • Customer emotional response will also be measured through the questionnaire to understand how this impacts their level of satisfaction with the airport experience
  • New ASQ Departures Plus – offered only via tablet – will include the capacity to choose additional questions.

In creating these improvements, ACI said it has ensured that key historical data – important in benchmarking performance over time – will not be lost.

ACI recognised the airports that stood out for customer service during the pandemic at its Customer Experience Summit last night

“Our Customer Experience Global Summit is all about bringing industry leaders together to discuss and explore how we can continue to prioritise the voice of our customers and ensure that we continue to meet their needs,” said ACI World Director General Luis Felipe de Oliveira.

“We are bringing a good number of delegates physically to Montreal with a hybrid meeting and we welcome the industry back to our first global summit since 2019. ACI has evolved the ASQ programme to reflect the changing expectations of passengers to gain a deeper understanding of passenger profiles and behaviours.”

He added: “We are excited to bring the global summit back to the international aviation events calendar as it comes at a crucial time for our industry as we navigate a recovery and look to rebuild global connectivity with the customer at the heart of our plans.”

Last night ACI celebrated the winners of its most recent ASQ Awards, announced in March, as reported.

“Amid the most challenging year in the history of our industry, ACI’s ASQ awards recognise airport members that have prioritised listening and responding to the voice of the customer – this has never been more important,” de Oliveira said.

“I celebrate and congratulate all our winners and those recognised today as they set an example for the entire industry as we rebuild crucial global connectivity and lead the global economic recovery. ACI continues to adapt the ASQ programme to ensure the benchmarking and findings remain the industry standard and reflective and relevant for the changing landscape of air travel. I am very happy that we have also continued our successful partnership with global travel technology company Amadeus to deliver the awards.”

The third edition of ACI World’s Customer Experience Global Summit is being held as a hybrid physical and virtual conference at Montreal’s Palais des Congres until 9 September exploring the theme Gateway to the new travel journey: Share. Rethink. Evolve.

Next year’s event will be held in partnership with Kraków Airport from 13-15 September.