Passengers regularly identify the length and complexity of airport operational processes as their key source of stress at airports. Systematically measuring those processes enables an airport to monitor and improve overall efficiency as well as understanding where the key bottlenecks are.
World class airports use this data in day-day operations and link it with customer satisfaction to understand and monitor the implications of operational investment decisions.
ASQ Performance is a global benchmark of passenger processing times, using 16 key performance indicators such as “waiting time at check-in” and “delivery of first bag / last bag”. ASQ Performance KPIs serve as the basis for the development of ACI Service Standards.
Measurements are conducted at peak hours using the same methodology at all airports. ASQ Performance is fully compatible with the ASQ Survey enabling airports to understand the link between the level of service offered and passenger satisfaction.
Learn more about the ASQ Performance
