Press Releases

Airports Council International launched the Employee Survey for Customer Experience

Airports Council International launched the Employee Survey for Customer Experience

Montréal, 12 June 2017Airports Council International (ACI) has launched the Employee Survey for Customer Experience (ECE) , an annual internal diagnostic and benchmarking tool that can be used for all staff working at an airport. By measuring employee engagement through a structured questionnaire, the survey helps airports determine their readiness in providing customer experience excellence.

The ECE is designed to:

  • understand whether there might be a need to increase the commitment of airport staff to achieve the common goal of improving the customer experience;
  • provide a global index which is structured around 3 determinants, 10 components and 73 questions;
  • assess whether airport stakeholders collectively have the desire, ability and determination to deliver an outstanding customer experience;
  • help airports prioritize areas of improvement and to support development of an action plan toward the enhancement of the overall customer experience; and,
  • allow airports to benchmark their customer experience initiatives and share best practice with other participating airports.

Participating airports would also benefit from the accompanying ECE toolkit that offers:

  • an online, self-administered questionnaire;
  • a unique link and access code;
  • web reporting with search capability (type of entry, function, stage of customer journey, employer, seniority); and,
  • strategic recommendations for the entire airport written by an expert consultant.

“Airports have learned that to provide customer experience excellence, the entire airport community must be involved,” said Angela Gittens, Director General, ACI World. “ ACI has developed ECE and the ECE toolkit to support our Member airports in assessing and improving their engagement with all staff working in an airport—ultimately improving employee satisfaction; the passenger experience; and revenue growth, as well as raising the customer service bar across the industry.”

The ECE is the ideal complementary tool for existing Airport Service Quality (ASQ) Member Airports. The ASQ programme is the only worldwide programme to survey passengers at the airport on their day of travel. Every year, the Programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants.

Notes for editors
1. Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. As of January 2017, ACI serves 623 members operating 1,940 airports in 176 countries.

2. Learn more on how and/or to order the  Employee Survey for Customer Experience.

4. Download the  PDF version of this media release

Media contact
Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1223
Anita Berthier
Manager, External Relations and Special Events 
ACI World 
Telephone: +1 514 373 1254