INTERNATIONAL. Airports Council International (ACI) World today launched the ASQ Commercial survey, a service from its Airport Service Quality (ASQ) benchmarking programme.
The survey aims to provide insights into commercial performance and how airports can optimise non-aeronautical revenues, said ACI.
“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 ACI World Director General Angela Gittens. “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.”
ACI said that the ASQ Commercial Survey would help airports of all sizes to assess their commercial areas with insights into:
- why passengers choose to spend (or not) in commercial areas
- which passenger groups use retail, food & beverage and other commercial services the most
- what airports should do to improve the experience of commercial services for their customers, and
- what airports can do to improve commercial revenues.
Data is collected from departing passengers in gate areas, with the benefit that their experiences are still fresh in their minds, noted ACI.
