ACI Media Press Release Archives (2011)
|Montréal, 30 August 2011 – ACI World is pleased to announce the launch of the Director General’s Roll of Excellence which recognizes airports that have ranked among the top five in Airport Service Quality (ASQ) for five consecutive years. |
ACI World will welcome 14 airports to the Director General’s Roll of Excellence during a ceremony at the November ACI World Annual General Assembly in Marrakech, Morocco. Among these airports, Seoul Incheon and Hong Kong have not only ranked in the top five in as many years, but they have also ranked top five in the same performance categories and deserve special recognition:
Inductees with Distinction
Established in 2006, the ASQ programme was introduced by ACI to enable airports to capture customer feedback by means of ASQ passenger surveys. Analysis of this valuable information enables airports to clearly understand passenger needs and customer service to better align service provision with customer expectations. The ASQ programme is also vital to understanding airport customer service rankings relative to airport peers and competitors in order to prioritize resource investment in improvement projects. With growing worldwide competition among airports, customer service delivery is increasingly being adopted as a business strategy by modern airport managers, which has led to the continued expansion of the ASQ programme and its recognition as a world class benchmarking tool.
According to ACI World Director General Angela Gittens, “We are very proud of our first inductees in the Director General’s Roll of Excellence and acknowledge their investment of time and resources to achieve excellence in customer service. While a dedication towards improvement is essential to attaining performance excellence, this is only 50% of the picture. ASQ has enabled our airport partners to couple their continuous improvement mindset with factual information. This information enables airports to make data driven decisions that further refine the customer service experience. I congratulate our 14 inductees for the high value they have placed on the pursuit of airport service quality excellence.”
“The Airport Service Quality Programme has effectively demonstrated the value of quality customer service at our airports world-wide,” said Max Moore-Wilton, ACI Chair of the Board. “These fourteen airports have achieved extraordinary results over the last five years and will be appropriately installed into the Roll of Excellence in Marrakech at our World Annual General Assembly. I look forward to highlighting their achievement and celebrating their success.”