ITALY. Naples International Airport has joined forces with travel retail specialist 2.0 & Partners to maximise shopper satisfaction.
The airport will use the 2.0 & Partners Strategic Mystery Shopping service which is designed to meet the needs of shoppers in travel retail.
According to 2.0 & Partners. shopper satisfaction has “never been more paramount in the travel retail market, with research clearly demonstrating a direct link between improving the customer experience and increasing non-aeronautical revenue”.
2.0 & Partners team members will carry out regular evaluations which will help the airport company fine-tune its service and ensure it is tailored to the specific demands of the airport’s demographic of travellers and shoppers.
2.0 & Partners Head of Strategic Mystery Shopping Italy Erika Giannini said: “Research from ACI has shown that an increase of +1% in shopper satisfaction leads to a +1.5% increase in non-aeronautical revenue, so it has never been more important to ensure that you are getting everything exactly right.
“Our Strategic Mystery Shopping Service ensures that from the moment travellers arrive in the airport, they are receiving an experience which is tailored, not just to the travelling shopper, but to your specific travelling shoppers.
“We are delighted to be working with Naples Airport and I am looking forward to the excellence we can help to deliver there.”
2.0 & Partners pointed out that its team does not apply domestic market mystery shopping approaches to the travel retail sector. Analysts are chosen to reflect the passenger mix. “They walk in the shoes of the airport’s shoppers, behaving as they behave and thinking as they think, to deliver actionable and in-depth insights for retailers and landlords,” the company said.
Final reports offer insights on everything from cultural requirements of high-spending demographics to dwell time and pinpoint areas for improvement. The findings offer feedback to help directly drive performance.
Further details on the 2.0 & Partners Strategic Mystery Shopping service are available here.
