To ensure that airports have rapid feedback on their service levels, the following ASQ Performance deliverables are provided on a monthly and quarterly basis:
Monthly Management Summaries
The management summary is designed to be a flexible tool that can be adapted as an airport’s needs change. It provides an easy-to-read overview of service performance for senior management.
Monthly powerpoint presentations of KPI performance over time
The report follows the passenger process from check-in to boarding to baggage reclaim covering seven key steps of the passenger process, the overview shows current trend performance as well as the official service delivery targets.
Quarterly Benchmark Management Summary
The Benchmark Summary page provides a comparison of the core KPIs with the other airports on the ASQ Performance programme. Benchmarking is only provided on a quarterly basis to ensure that the sample sizes are sufficient to make the results reliable and trends stable.
Quarterly Benchmark Management Report
The quarterly benchmark report provides insightful analysis of the results which can be distributed throughout the organization. The benchmark analysis aims to highlight service delivery gaps between ASQP participants as well as between different services providers and /or infrastructures at your own airport.
Causal Link Analysis (Customer Satisfaction vs Absolute Service Levels)
Comparisons and identification of trends as well as correlations of ASQP Service Delivery Levels with Customer Satisfaction. This is an annual overview of the key results created through correlation analysis between the two data sets and identification of trends / insights arising.
|Service provided under
contract by DKMA