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ACI First Airport Service Quality (ASQ) Forum of 2017 dedicated to “Cultivating a customer experience airport community”

May 4, 2017 Conferences No Comments Email Email

More than 230 delegates from airports, airlines, civil aviation authorities and other stakeholders gathered in Haikou, Hainan, China, for the first ASQ Forum of 2017. The event took place from 26–28 April 2017 and was generously hosted by Haikou Meilan International Airport (HAK).

Under the umbrella of “Cultivating a customer experience airport community,” the 2017 ASQ Forum theme recognizes that putting the passenger first is a shared priority among all aviation stakeholders and ACI will give focus to the role of all members of the airport community in cultivating a culture of customer service excellence.

“Airports have learned that to gain this continuous service improvement,” said Angela Gittens, Director General, ACI World, “the entire airport community must be engaged. Customer service excellence is generated by all staff, from every company and agency in contact with the passenger customer, and from those behind the scenes setting the policies, procedures and the physical and digital environment for the interactions to occur. The 2017 ASQ Forum content helps airports ensure that staff have the tools required to offer the best possible service to their customers.”

The ASQ Forums are a series of annual meetings, organized for airports that participate in the ASQ Survey, and for those that are considering joining the ASQ programme. The purpose of each Forum is to help airports get the best from the ASQ survey and results to effectively and efficiently manage passenger satisfaction, improve the quality of their airport services, and exchange examples of best practice in airport customer experience.

Key topics covered during the ASQ Forum Haikou included:

  • Developing the ultimate customer experience by connecting with airport employees and the community
  • Understanding arriving passengers and their expectations through the new ASQ Arrivals Survey
  • Comprehending airport passenger generations and how they travel
  • Optimizing customer service through the ASQ portfolio of services
  • Introducing the new ASQ Employee Survey for Customer Experience

The ASQ team also offered a complimentary full-day training session before the start of the Forum, and presentations during the Forum covered the ASQ Sample Plan Management Tool; ASQ Reporting Portal; fieldwork dos and don’ts; practical guidance on data collection; audits and eligibility criteria for ASQ Awards and much more.

“ACI would like to thank HAK for hosting the event,” Gittens concluded. “They are active members of the ASQ programme and have demonstrated stellar customer service, as reflected by their achievements in the 2016 ASQ Awards. HAK achieved 1st place in Best Airport by Size in the 15 to 25 million passengers per year category; 1st place in Best Airport by Size and Region in the 15 to 25 million passengers per year category; and tied for the 3rd place in Best Airport by Region in the more than 2 million passengers per year category. We look forward to presenting them with their accolades at the 2017 ASQ Awards ceremony, taking place at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, 16–18 October 2017.”

The second and third ASQ Forums of 2017 will be hosted in Prague, the Czech Republic, from 13–15 September and in Detroit, Michigan, from 2–4 October.

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