API magazine
October 1, 2020
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The first-of-its-kind programme was developed specifically for the aviation sector early in 2019 to offer a common definition and framework for customer experience management. The multilevel Airport Customer Experience Accreditation - part of ACI’s globally-established Airport Service Quality (ASQ) programme - guides airports in identifying short- and long-term practices and approaches that ultimately ensure enhanced customer satisfaction. Complementing the existing ASQ surveys, the Airport Customer Experience Accreditation serves as a new quality management standard that assesses the process of managing the customer experience, as opposed to its outcomes.

Photo : Victor Jiang /