New ASQ Commercial survey helps airports boost customer experience by guiding retail and commercial services investment

New ASQ Commercial survey helps airports boost customer experience by guiding retail and commercial services investment

Full ACI ASQ service delivers a powerful overall view of every touch point of the passenger experience

Brussels, 19 June 2018Airports Council International (ACI) World has today launched its new ASQ Commercial survey, a significant new service within its globally-recognised Airport Service Quality programme.

The ACI ASQ Commercial survey provides insights into commercial performance and how airports can optimize non-aeronautical revenues at a time when maximising the potential in this area has never been more important.

It is a valuable new component of the Airport Service Quality programme which is the only truly world-renowned and globally established benchmarking programme. Combined with the departures and arrivals surveys, ASQ delivers a powerful holistic view of every touch point of the passenger journey through an airport.

The ASQ Commercial Survey helps airports of all sizes to assess their commercial areas – the services that they provide and how customers experience those services – and provides them with valuable insights into:

  • why passengers choose to spend or not in commercial areas
  • which passenger groups use retail, food and beverage and other commercial services the most
  • what airports should do to improve the commercial services experience for their customers, and
  • what airports can do to improve commercial revenues.

Data is collected continuously from departing passengers in gate areas while their experiences are still fresh in their minds.

“ACI’s ASQ programme is the only truly world-renowned and globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport,” said Angela Gittens, Director General, ACI World.

“Our new service, ASQ Commercial, has been developed to provide all ACI members with valuable insights that can inform decisions on investment and planning in retail and services to improve customer experience.

“The development of ASQ Commercial reflects the industry reality that growing competition among airports has increased the importance of passenger experience as a key business driver. This new service can help airports make important commercial decisions regardless of their current retail offerings, size, location and passenger make-up.”

Notes for editors

1. For more information,  visit the ASQ Commercial Survey webpage  .

2. 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 the global air transport system is safe, secure, efficient and environmentally sustainable. As of January 2018, provisional figures show that ACI serves 641 members operating 1,953 airports in 176 countries.

3.  Download the PDF version of this media release

Media contacts:

Hicham Ayoun            
Manager, Communications             
ACI World             
Telephone: +1 514 373 1223             
Email:    mediarelations@aci.aero

Anita Berthier              
Manager, External Relations and Special Events                
ACI World                
Telephone: +1 514 373 1254                
Email:    mediarelations@aci.aero