Townsville Airport ACI ASQ aims

1 ANSWERS

1. Guest1262
   

   The ACI ASQ aims to be the world’s best airport customer service analysis and benchmarking program. ASQ monitors the opinions of thousands of passengers at departure gates around the world. The survey is conducted year-round and is based on a standard questionnaire that covers 31 key service items.
   Townsville Airport participates in the ASQ research because it offers a world benchmark and best practice in monitoring service quality.
   ASQ is a benchmarking tool for airports to test consumer satisfaction levels across a range of services and operations. The main program has more than 180 airports participating and is designed for airports which require regularly updated information on their service performance for operational and strategic decision-making. More than half of the world’s top 100 airports participate in ASQ.
   
   Every month, at all participating airports, departing passengers are interviewed about their on-the-day experience. All airports use the same questionnaire and methodology. Every year, over 220,000 passengers are interviewed for the ASQ Survey.
   The program offers quarterly results providing insight and comparisons with service performance of airports all over the world. The wide range of ASQ participants allows each airport to select an appropriate benchmarking panel. Each airport is then benchmarked against its peers to give an indication of performance standards versus other ports.
   Townsville Airport uses the ASQ program to track the performance of specific criteria against investments made in improving services.

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