CMH Presentation Mark Adamson 20 April 07

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1 Airport Service Quality ACI Customer Service Conference – 20th April 2007 Mark Adamson DKMA Customer Satisfaction Benchmarking

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2 Airport Service Quality (ASQ) Customer Satisfaction Benchmarking What is ASQ

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3 Global Coverage London Heathrow Singapore Dallas Amsterdam Kuala Lumpur Johannesburg Munich San Francisco San Diego Melbourne Cape Town Glasgow Malta Bermuda Madeira Hub Airports Mid – Sized Airports Regional Airports Leisure Airports Airport Operators Curacao

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4 96 airports worldwide Austin, Bermuda, Calgary, Cleveland, Curacao, Dallas, Denver, Detroit, Edmonton, Guayaquil, Halifax, Houston HOU, Houston IAH, Mexico City, Minneapolis, Montreal, Ottawa, Port Columbus, Port of Spain, San Diego, San Francisco, San José SJO, Toronto, Vancouver Amsterdam, Aberdeen, Athens, Bergen, Birmingham, Brussels, Budapest, Copenhagen, Dublin, Edinburgh, Faro, Frankfurt, Funchal, Glasgow, Hamburg, Helsinki, Keflavik, Krakow, Larnaca, Lisbon, London LGW, London LHR, London STN, Geneva, Madrid, Malta, Manchester, Moscow DME, Munich, Naples, Nice, Nottingham EMA, Oslo, Palma, Paphos, Paris CDG, Paris ORY, Ponta Delgada, Porto, Rome FCO, Southampton, Stavanger, Stockholm, Trondheim, Venice, Vienna, Zurich Adelaide, Auckland, Beijing, Cairns, Christchurch, Gold Coast, Guangzhou, Hong Kong, Seoul ICN, Kuala Lumpur, Melbourne, Mumbai, Nagoya, New Delhi, Singapore, Shanghai PVG, Sydney Johannesburg, Cape Town, Durban, Nairobi Abu Dhabi, Doha, Dubai, Muscat, Tel Aviv Americas (23) Europe (47) Asia (17) Africa (4) Middle East (5)

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5 Benefits of ASQ How do airports use ASQ?

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6 Setting & Monitoring Standards ASQ ratings are used to set service standards as well as to monitor quarterly performance Overall Satisfaction 1 5 4 Score 3 2

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7 Define excellence ASQ helps identifying excellence within your organization and in the industry Poor Excellent

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8 Identify true levels of performance ASQ information allows a local and industry-wide analysis, supporting investment decision in areas which improve customer satisfaction Industry Average Restaurants Gate Areas Parking Cleanliness of terminal Security Inspection Above Average Below Average Info Screens Business Lounges IT Facilities Washrooms Ambience Ease of connection Baggage Carts

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9 Conclusion Practical management information, helps airports to systematically improve customer service Benchmarking of services and infrastructure Evaluation of the performance of suppliers Continuous monitoring of customer service and Customer groups ASQ

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10 Mark Adamson Director DKMA Tel: +41 22 354 07 54 E-mail: mark.adamson@dkma.com THANK YOU FOR YOUR ATTENTION