Memphis International Participating
in Service Benchmark Study
Memphis International Airport is now one of 200 airports worldwide participating in an Airport Service Quality program to benchmark its customer service delivery performance. Program participation is part of a growing emphasis to understand and respond to customer perceptions in order to make and track service quality improvements.
The program, conducted by Airports Council International, will capture customer input in a “real-time” setting. Throughout the year, month-by-month, questionnaires will be filled in by travelers on-site at the departure gates. Passengers will rate more than 30 different aspects of the airport experience on their day of departure. More than 300,000 surveys are collected annually at participating airports, and from this data the Airport Service Quality program generates an array of quarterly benchmarking reports that highlight best practices and calibrate service performance.
“It is critical for an airport to understand what passengers need and expect, and at the same time to identify where the gaps lie in meeting those expectations. In today’s dynamic airport environment, we are responding to changes in airline services and routes and welcoming great numbers of domestic and international travelers. We want to meet that challenge by positioning ourselves ahead of the curve,” said Memphis International Airport President and CEO, Larry Cox. “This Airport Service Quality program will help our management teams measure our performance year-on-year and also to compare our results with fellow participants in the program. Sharing best practice and customer service solutions with other program members is yet another unique feature of this program and one that will help us to be more creative in improving our services.”
Angela Gittens, World Director General of Airports Council International (ACI), said “Traffic forecasters predict that global airport traffic will double over the next 20 years, and those passengers will demand high quality service from the world’s airports. We look forward to working with the Memphis airport team in the coming years to help them achieve maximum benefit from the ASQ program and to meet that exciting challenge.”
Photo: © Jeffrey Jacobs