ACI World unveils ‘Voice of the Customer’ recognition

Posted: 9 February 2021 | | No comments yet

‘The Voice of the Customer’ recognition rewards airports that have worked hard to gather sufficient passenger feedback in order to help themselves better understand their customers during the pandemic.


Airports Council International (ACI) World has revealed a new official recognition for airports that have continued to prioritise listening and engaging with their customers during the COVID-19 pandemic.

ACI’s ‘The Voice of the Customer’ recognition is for airports which have demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them to better understand their customers during the pandemic.

To qualify, an airport member must have collected three or more quarters of data. It is separate from the world-renowned ASQ awards. This year, 140 airports have been recognised around the world.

“’The Voice of the Customer’ recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet the changing expectations of the customer experience in response to COVID-19,” said ACI World‘s Director General, Luis Felipe de Oliveira. “As our industry works towards recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better-placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking for airports to gather information on the needs and expectations of customers and help drive their performance in response.”

The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

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