DKMA currently runs on behalf of ACI, ASQ - Airport Service Quality, the world’s leading airport customer satisfaction benchmarking program which is syndicated to over 70 airports worldwide. Service ratings from ASQ have proven to be a powerful decision support tool for airports needing to prioritise investment and helping airports to attract new airlines and new business.

Design and implementation of a mystery shopping project for a large European charter airline. The aim of the project was to benchmark in-flight products of 20 competing airlines on short and long-haul routes, providing senior management with objective information on their airline’s service level. This project highlighted an over-investment in in-flight product which led to a decision to reduce service level, yielding sizeable cost savings.

Ongoing brand assessment research for a large European logistics provider. This research provides the company with a clear view on its brand in relation with its 3 main competitors. DKMA designed and implemented this project analyzing areas such as service level, brand recognition and communication. The information is gathered by face-face and telephone interviews. This research is now part of the company’s management information system.

Design and installation of a Customer Satisfaction / Loyalty research program for a leading multi-national media firm covering 65 countries. The program delivers leading as well as lagging indicators of performance and includes front-line to management communication channels to ensure effective customer service. Management remuneration is linked to the program.

Full market mapping (size, competitiveness, fragmentation and attractiveness) of the global market for IT core software in retail finance. This project provided the basis for the marketing plans (strategic and tactical) for one of the world’s largest IT companies looking to launch a new core database system. Multi-national coverage included prioritisation by country and market entry strategies.