Airports Council International – Airport Service Quality Programme

Global Passenger Satisfaction Benchmarking Programme

ACI’s Airport Service Quality Programme (ASQ) is the world-renowned and globally established global benchmarking programme measuring passengers’ satisfaction whilst they are travelling through an airport.

The ASQ programme provides the research tools and management information to better understand passengers’ views and what they want from an airport’s products and services.

Making your airport more competitive is good business, and increasing passenger satisfaction will provide you the necessary edge over your competition.

Company Profile

  • Airport Service Quality Programme

    Across the globe, passengers are demanding higher levels of service. Likewise, regulators are paying closer attention to airport service provision and quality of service delivery.

    Competition among airports has reached new heights as structural and ownership changes bring new stakeholders and business models into the industry.

    Gone are the days when airports were merely points of departure and arrival. Today, airports are complex, multifunctional travel centres offering a wide range of services. Indeed, many have non-aeronautical revenues reaching more than half of total revenues. Airports have become key drivers of social and economic progress in cities, regions and countries the world over.

    In this fast-changing landscape, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance. ASQ research is in place in airports that serve more than half the world’s 6.6 billion annual passengers and provides unique data indicating:

    • how passengers rate your airport’s services;
    • how your airport compares to others around the world by traffic type, size, regions, etc.;
    • which aspects are of particular importance for your specific airport; and
    • how passengers’ perceptions and priorities are changing over time.

    ASQ puts that information, and much more, at your fingertips.

  • ASQ Benefits

    ASQ provides the information and insights you need to run a more successful and profitable airport operation.

    ASQ is designed for airports that understand the importance of monitoring and improving passenger service. In virtually all cases, satisfied passengers will spend more, contributing to a bigger non-aeronautical revenue stream and a better bottom line.

    The information ASQ provides will allow you to:

    Optimize investments and initiatives
    ASQ identifies the areas where investments will most improve levels of passenger satisfaction. Understanding what is most important to airport passengers helps identify where to invest and focus financial and human resources.

    Monitor performance of your suppliers
    By enabling comparisons with other airports, the ASQ Survey lets you set your service level target ratings alongside those of other airports, either on a regional or global level. That way you can set and monitor targets included in Service Level Agreements.

    Share best practice with other airports
    Airports participating in the programme share all passenger satisfaction information with the ASQ community of airports, which drives the use of best practices and promotes discussions aimed at helping airports improve their passenger service levels.

    ACI ASQ Forums are organized every year to discuss the latest changes, and share best practices and learnings on how to help raise service standards in all ASQ airports.

    Assess the performance of your management
    Service targets can be set for managers, and goals and incentives can be established to motivate managers and their respective teams.

    Help with regulators
    ASQ information and insights are often used in discussions between governments, regulators and airport management companies to provide a reliable measure of airport service performance.

    Market your airport more successfully
    ASQ is a unique offering that helps you inform airlines, passengers, the public and authorities of your achievements in passenger service. In addition, ASQ publishes a yearly rating of top-performing airports and recognizes top performers with industry awards and a press campaign that highlights their achievements.

  • ASQ Services

    ASQ is the world’s leading airport passenger service and benchmarking programme.

    Developed and implemented by ACI, ASQ is a survey programme that provides key passenger research and insight, as well as essential management information. ASQ is designed for airports seeking more effective, efficient and profitable ways to serve their passengers.

    The ASQ Survey is designed for airports that require up-to-date feedback on their service performance to drive superior operational and strategic decision-making. It helps the airport operator understand today’s performance and change over time, as well as allowing benchmarking and comparison of performance against other airports.

    An airport may be improving, but its competitors may be a step ahead by widening their offerings and implementing them at a faster pace. ASQ helps airports gauge where they stand, resulting in decisions and investments based on the best intelligence available.

    ASQ shows you how to get the best return from your investment in service delivery. It also allows you to create performance guidelines and set up incentive programmes for your staff or service providers with the goal of maximizing passenger satisfaction and spend at your facilities.


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