ACI World’s globally recognized Airport Service Quality (ASQ) program provides ACI member airports with tools and expertise to measure and improve passenger satisfaction, business performance, and airport service quality.
We equip airports with a unique suite of customer experience solutions, including comprehensive customer and employee surveys, benchmarking tools, and advisory services to promote airport excellence worldwide.
ACI Customer Experience Value Proposition
Why Focus on Customer Experience?
Customer experience is vital to successful airport operations. A robust customer experience plan enhances passenger satisfaction, increases revenue, and ensures airports are equipped to meet evolving customer needs and expectations.
Voice of the Customer
ASQ Departures, Arrivals, and Commercial Surveys provide airports worldwide with unique insight into customer experience.
Voice of the Employee
Employee Survey for Customer Experience helps airports understand and measure employee motivations, engagement, and commitment.
Advisory Services
ACI's customer experience team offers a suite of advisory services, including customized market research, onsite assessments, and strategic planning.
Accreditation
The Airport Customer Experience Accreditation program builds airports' long-term capacity to enhance customer experience management.
4 Types of Awards and Recognition
ASQ
Awards
The annual ASQ Awards recognize airport excellence in customer experience worldwide.
The Voice of the
Customer Recognition
The Voice of the Customer Recognition is awarded to airports that have demonstrated significant efforts in gathering passenger feedback.
ACI Director General’s
Roll of Excellence
The Roll of Excellence recognizes airports that have consistently delivered excellence in customer service over five years.
Airport Customer
Experience Accreditation
The Accreditation recognizes airports dedication to improving customer experience.
Airport Customer Experience Training
ACI World offers various courses and programs to enhance customer experience at your airport.
Customer Experience Programs
Airport Customer Experience Designations
The Airport Customer Experience Professional Designations (ACED) are an integral part to develop staff involved in the ASQ Airport Customer Experience Accreditation program, and to ensure they are proficient and qualified to lead the implementation of a customer experience strategy.
Customer Experience Courses
News
Customer Experience Webinars
Webinars
ASQ 2022 Global Traveller Survey: Business Strategies to Address New Customer Expectations: Airport Opportunities from Sustainability Approaches to Technology (Part 2)
Nov 24, 2022
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ASQ 2022 Global Traveller Survey: Customer Experience in a Post-Pandemic World (Part 1)
Nov 9, 2022
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