Passenger experience is shaped by thousands of interactions across the airport every day. The Employee Survey for Customer Experience (ECE) helps airports understand whether the conditions are in place for employees and stakeholders to consistently deliver the customer experience they aspire to provide.
The ECE Survey enables airports to identify the cultural, leadership, and organizational factors that influence customer-focused behaviours and provides actionable recommendations to support continuous improvement.
The survey can be deployed across the airport community, including airport employees and selected stakeholders involved in the passenger journey, through a secure online platform.
Objectives of the survey
Employee Survey for Customer Experience
Employee Survey is intended for all airport employees, including frontline workers and office staff, and is self-administered online.
Benefits
For airports
For customers
For employees and stakeholders
Deliverables
The ECE Survey includes:
Survey scope
The Employee Survey for Customer Experience measures employee and stakeholder commitment through the following:
Desire to support the airport's customer experience vision.
Ability to deliver excellent customer experiences.
Determination to foster positive relationships with customers and colleagues.