Airport Operations Managers need to deliver on passenger expectations and secure quality through every interaction. In the articles below you can read more about passenger experience in airports.
Airports are more than just passenger terminals. Most of them are complex, multi-functional travel centres with a wide range of services that contribute to the total revenue of airports. Airport Service Quality (ASQ) is a leading airport passenger service and benchmarking programme that measures customer satisfaction. Their studies show that there’s a direct relation between customer satisfaction and revenue.*
An important part of the travel experience
The focus for many Airport Facility Managers has shifted, moving from traditional facility management to experience management. What's the difference? In experience management the aim is to deliver on passenger expectations and provide quality through every interaction. The airport visit is an important part of the overall travel experience, which means that every interaction, every touchpoint, is important.
Hygiene and passenger satisfaction
Passenger satisfaction and ASQ scores are influenced, maybe more now than ever, by the hygiene and cleanliness of terminals and washrooms. From a maintenance perspective, this means delivering a consistently high standard of cleaning and hygiene as well as ensuring the availability of hygiene products in order to prevent complaints. As the need for improved operational efficiency increases, so does interest for solutions that save time and prevent run-outs, mess and waste. Plus, there’s a demand for operations becoming more optimised and sustainable. Thankfully, all of the above can be achieved with the help of real-time data and technology in the form of data-driven cleaning.
***Compared to competitor’s longest roll towel in Europe and North America
****Based on the documented results achieved by three Tork Vision Cleaning customers, measured before and after the implementation of Tork Vision Cleaning.
*****Measured across nearly 13,000 connected dispensers between June–December 2019, based on time per month that a dispenser is in an empty status against total time per month.
******Measurement of visitor satisfaction in two Tork Vision Cleaning washrooms and two traditionally maintained and equipped washrooms at ISSA/Interclean exhibition, May 2016.
Note: Tork Vision Cleaning was formerly known as Tork EasyCube®.