The ASQ Award for Best Improvement in Africa went to Mombassa, Kenya.
Mombasa airport is located 8.5 km north-east of the city of Mombasa & at 197 Ft ASL. It covers an area of 538.76 hectares and has 2 intersecting runways – 03/21 is 3500 meters long (3.5kms) 45 meters wide, while runway 15/33 is 2300 m long and 30 m wide. The Airport is fully owned by the Kenya government.
Mombasa airport has been in the ASQ program for the last four years. The survey results of previous surveys are presented to staff and stakeholders on quarterly basis. To ensure improvements in service quality, deliberate efforts to improve the customer experience have been put in place.
Being the most improved airport in Africa in 2012 is a major milestone for Mombasa airport. Taking note that cleanliness is a key driver of customer satisfaction in airports; efforts were put in place through by management by embracing the aspect of cleanliness and dedicated to perfecting it. This has seen consistent improvements not only in cleanliness but overall satisfaction for the past two years. The measures put in place included working closely with cleaning contractors and close monitoring to ensure adherence to Service Level Agreements, frequent meetings with third party essential service providers like customs and immigration departments.
For continuous improvement, Mombasa airport embarked on product improvement exercise that identified gaps and set targets that had to be met on completion. These included availability of free internet, alternative transport, Flight information screens, upgrade of PA system, smoking booths, training of all staff and stakeholders on customer service, acquisition of new trolleys and beautification.
The management of the airport is committed to continuously put customer satisfaction into perspective. The plan in place is to continuously focus the airport community on the goal of achieving top notch service quality. Initiatives in focus include re-organization of duty free shops, installation of additional speakers to improve the current PA system, finally put bigger Flight Information Display System screens.