Voice of the Employee

Dedicated airport employees who value and recognize the importance of service quality are essential to the success of an airport’s customer experience.

Employee Survey for Customer Experience provides comprehensive data to help airports understand and measure employee and stakeholder motivations, engagement, and commitment. The survey complements our customer surveys and identifies priority improvement areas to foster a positive customer experience culture among airport employees and stakeholders.

Objectives of the survey

Assess employee commitment and engagement

Determine priority improvement areas

Evaluate the success of customer experience measures

Build a positive customer experience culture

Over half of the world’s travellers passed through an ASQ airport

Employee Survey for Customer Experience

Employee Survey is intended for all airport employees, including frontline workers and office staff, and is self-administered online.

Benefits

For customers

Improved airport experience through better interface with airport employees.

For employees and stakeholders

Better understanding of the need to increase commitment/engagement to achieve the feeling of valued contribution and belonging to the airport community.

For airports

Capture the voice of employees/stakeholders annually, prioritize areas of improvements to increase their productivity and retention, measure their progression.

Unified pursuit of a seamless customer experience.

Benchmark customer experience initiatives and share best practice.

Cross-reference data with other surveys conducted to maximize understanding and optimize the prioritization of improvements.

Actionable recommendations to increase employee engagement for customer experience regarding communication, rules and procedures as well as recognition issues for example.