ACI World Airport Service Quality Barometer Provides Global Snapshot of Airport Progress in Customer Satisfaction

Overall global passenger satisfaction with airport service quality increased in Q3 of 2018, according to the latest findings of the Airports Council International (ACI) World Airport Service Quality (ASQ) barometer.

The quarterly barometer reports, based on objective measurements derived from the ASQ Departures survey, enable airports around the world to gain invaluable insights to inform their approach to the increasingly competitive and crucial area of customer experience.

In Q3 2018, overall passenger satisfaction on a global level, increased to 4.21 from 4.17 year on year and has remained stable since the beginning of 2018. This reflects the importance placed on customer experience and satisfaction by airports around the world.

All category scores, such as access, check-in, wayfinding, security, passport/ID control, airport facilities and airport environment have showed improvement, with the highest increase in satisfaction belonging to the “airports facilities” category.

This category is devoted to the availability and quality of services, including food and beverage and retail options, including the passenger sentiment of how they rated the value for money of these services, available to passengers travelling through an airport.

“As competition in the airport industry grows, continuous service improvement is key for business performance and airports are clearly making the customer experience a high priority,” said Angela Gittens, Director General, ACI World. “Airports are taking a leading role in improving passenger experience as passengers are demanding higher levels of service and regulators pay closer attention to airport service provision and delivery.

“ACI’s ASQ programme is the globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. It provides a detailed view of the passenger experience through the complete airport journey showing the top airport performers to serve as role models for the whole industry.”

See the full Q3 2018 ASQ Barometer infographic.