Milan Bergamo Airport is collaborating with travel retail specialist 2.0 & Partners to boost customer satisfaction at the North Italian hub.
Through its Strategic Mystery Shopping service, 2.0 & Partners will carry out regular evaluations aimed at taking customer service at the airport “to the next level”.
According to 2.0 & Partners, its Strategic Mystery Shopping service is the only in-store and on-site analysis service which is specifically designed to meet the needs of travel retail shoppers.
Rather than applying domestic market approaches, the 2.0 & Partners team “walks in the shoes of travelling shoppers”. The analysts are chosen to reflect the passenger mix, “behaving as they behave and thinking as they think, to deliver actionable and in-depth insights for retailers and landlords”.
Final reports offer insights on everything from cultural requirements of high-spending demographics to dwell time and pinpointing areas for improvement. The findings offer feedback to help directly drive performance.
2.0 & Partners Head of Strategic Mystery Shopping Italy Erika Giannini said: “We are very pleased to be working with Bergamo Airport to ensure that every one of their customers has the perfect experience as they travel and shop.
“Experience is everything in the new normal for our market, and delivering an enjoyable, seamless and tailored journey is what sets our market apart. We have seen time and again that improved service translates directly to higher spend, so this is a vital part of every airport’s business.
“At 2.0 & Partners, we have decades of experience in this industry and a proven track record in helping airports to take their services to the next level and we are delighted to be working alongside Bergamo Airport to do the same.”
Further details on the 2.0 & Partners Strategic Mystery Shopping service are available here.
