Detailed airport service quality audits
Our detailed service quality audits are for airport directors who want an impartial review of their airport and a practical solution to fix key service issues once and for all.
- If your airport's satisfaction levels are flat or dropping and your competitors are overtaking you, we can show you how to improve
- If your airport is already achieveing high levels of satisfaction, we can show you how to get the extra 5% that will make you even better
Learn what is making passengers unhappy - We send a team to your airport for 1 week, do a detailed investigation of your services and management processes. We conduct mystery passenger studies to see if the problem is related to operations, interview key members of your team and stakeholders to understand your management processes and conduct passenger surveys to pinpoint causes of dissatisfaction.
Get a detailed solution to fix it - The audit is an impartial review of your airport that transcends internal politics. It explains what is causing passenger dissatisfaction: management processes, operational delivery or a mix of the two. And provides a detailed roadmap to help you fix the problem, listing the projects you should implement and the changes you should make to your management processes.
|Get to the root cause of dissatisfaction||Get a detailed solution to fix it||Apply best practice to your airport|
Learn more about our Service Quality Audits by clicking on the links below
With a DKMA Airport Service Quality Audit, knowing how to fix key service issues becomes easy:
1.We analyse your customer service data to understand potential weaknesses in your service delivery
2.DKMA experts visit your airport for 1 week to investigate the causes of the problem
3.Depending on needs, we may also carry out detailed passenger surveys to get extra insight into what is causing dissatisfaction
4.We provide a detailed audit report with our findings & recommendations 30 days after our visit
5.We can present key findings to your management and assist you in implementing our recommendations
DKMA Airport Service Quality Audits help you fix the fundamental causes of dissatisfaction at your airport.
Expert review of service quality that transcends internal politics
DKMA Airport Service Quality Audits provide a completely impartial review of the passenger experience at your airport. We will show you exactly what you are doing well but also the areas where you are falling short and help you fix these.
A complete solution for improving service quality
At the end of the audit we will have a detailed understanding of the root cause of dissatisfaction. We create a solution tailored to your airport and based on global best practice for managing service quality. You receive a a detailed report showing what is making passengers unhappy as well as our recommendations and complete solution for fixing it. Get detailed action plans and expert recommendations to help you improve.
Expert advice & support
To help you achieve change faster we can also present key findings to your management and support your team after the audit to help you successfully implement the changes we have recommended.
Need to brief your team on DKMA Airport Service Quality Audits? Download the full information pack on DKMA Airport Service Quality Audits