Research Projects

A Primer: Using Customer Experience Measurement Tools and Data Analytics to Monitor and Improve the Passenger Experience

With increasing passenger demands for personalization, accelerated movement towards a truly seamless journey, and airlines providing amenities throughout the passenger journey, airports are challenged to consistently and regularly measure the quality of the experience in their airports. While many other hospitality industries (hotels, airlines, sports) regularly measure their customer satisfaction, airports often lag in the maturity and technological advancement of their measurement solutions. In order to improve customer experience measurement (thereby driving movement towards improved ASQ scores) and establish a scalable measurement program, airports need to understand best practices and how to tailor them to the airport environment.

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Idea No. 201