Benchmarking Service Quality

Airport Service Quality in Four Modules

Airports Council International’s (ACI) Airport Service Quality (ASQ) is a comprehensive initiative that provides airports with a framework for measuring and improving the
passenger experience, according to the association. ASQ consists of four programs which measure performance, identify best practices, and provide a system for achieving and sustaining quality customer service.

• ASQ Survey: Passenger Satisfaction Benchmarking

The ASQ Survey provides an authoritative and extensive analysis of airport service performance. More than 130 airports from some 45 countries participate in the ASQ survey resulting in analysis of some 250,000 passenger interviews worldwide.

• ASQ Performance: Benchmarking Passenger Wait Times

ASQ Performance measures passenger processing times using 16 key performance indicators such as “waiting time at check in” and “delivery of first bag/last bag.” Measurements are conducted at peak hours using the same methodology at all airports.

• ASQ Assured: Airport Certification

ASQ Assured is a quality management certification designed for airports as a framework to assist in driving continual improvement and identify areas of improvement. Certified airports benefit from industry recognition, an independent audit, and a report on their processes.

• ASQ Management: Advisory Services

Advisory projects range from supporting airports looking to achieve the ASQ Assured certification to assistance in implementing best practices throughout the airport.