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ACI discusses the influence of customer service on revenue

Posted 26 April 2016 · Add Comment

Airports Council International (ACI) has announced the findings of a white paper analysing the influence of customer service quality on airports' non-aeronautical revenue.

The white paper is based on the ACI ASQ annual global survey, in which 550,000 passengers take part.
 
“ACI's Airport Service Quality research and analysis suggests that, for most airports, prioritizing customer service results in the greatest positive impact on non-aeronautical revenue. It can potentially deliver an even greater return on investment than can be achieved through traffic increases or expansion of commercial space," says Angela Gittens, director general, ACI World.
 
The paper showed that a 1% increase in passenger satisfaction levels results in an increase of 1.5% in non-aeronautical revenue.
 
“The in-depth tailored data provided by the ASQ programme not only gives each airport its own pathway to maximizing service quality, but also helps deliver the best return on its carefully targeted investment," said Gittens.  
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