Airport Service Quality

New ASQ Commercial Survey Helps Airports Boost Customer Experience by Guiding Retail and Commerciall Services Investment

The ACI ASQ Commercial survey provides insights into commercial performance and how airports can optimize non-aeronautical revenues at a time when maximising the potential in this area has never been more important.

Airports Council International

Airports Council International (ACI) World has today launched its new ASQ Commercial survey, a significant new service within its globally-recognised Airport Service Quality programme.

The ACI ASQ Commercial survey provides insights into commercial performance and how airports can optimize non-aeronautical revenues at a time when maximising the potential in this area has never been more important.

It is a valuable new component of the Airport Service Quality programme which is the only truly world-renowned and globally established benchmarking programme. Combined with the departures and arrivals surveys, ASQ delivers a powerful holistic view of every touch point of the passenger journey through an airport.

The ASQ Commercial Survey helps airports of all sizes to assess their commercial areas – the services that they provide and how customers experience those services – and provides them with valuable insights into:

  • why passengers choose to spend or not in commercial areas
  • which passenger groups use retail, food and beverage and other commercial services the most
  • what airports should do to improve the commercial services experience for their customers, and
  • what airports can do to improve commercial revenues.

Data is collected continuously from departing passengers in gate areas while their experiences are still fresh in their minds.

“ACI’s ASQ programme is the only truly world-renowned and globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport,” said Angela Gittens, Director General, ACI World.

“Our new service, ASQ Commercial, has been developed to provide all ACI members with valuable insights that can inform decisions on investment and planning in retail and services to improve customer experience.

“The development of ASQ Commercial reflects the industry reality that growing competition among airports has increased the importance of passenger experience as a key business driver. This new service can help airports make important commercial decisions regardless of their current retail offerings, size, location and passenger make-up."



Logos, product and company names mentioned are the property of their respective owners.