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Worked with an International Airport to improve its ASQ ratings

The Task

To develop and implement a multi-dimensional and long term project with an Airport organization, in order to improve its Airport Service Quality (ASQ) rating.

The Solution

The client, with its vision to create a world-class Airport in one of the major cities, is investing heavily in creating a superior infrastructure and ensuring a benchmarked customer experience for over 25 million passengers travelling in and out of the Airport.

In its first phase, the project warranted a Need Diagnostic Study to:
  • Gauge passengers' expectations and align those with ASQ service parameters
  • Assess passengers’ current experience at the Delhi Airport
  • Observe passengers’ experience during moments of truth
  • Identify areas of strength and improvement witnessed during moments of truth. These may relate to infrastructure, processes or people.
  • Understand interdependencies of diverse service groups who are in touch with passengers at the Airport

The study encompassed having one-on-one interaction with over 130 passengers, observing over 2000 passengers’ interactions across multiple terminals at the Airport. It also included conducting in-depth interviews with multiple stakeholders including process owners, concessionaires, government agencies and executing focus groups for passengers to provide necessary insight and recommendations to the client.

Going forward, based on the findings of the Need Diagnostic Study, a Learning Training Academy has been set up to empower employees who in turn are enhancing passengers’ experience. Besides, Centum Learning has also trained a large number of ‘Customer Service Champions’ deployed at the domestic terminal to achieve service excellence.

Centum Learning is currently playing a critical role in realizing these goals and ensuring sustainable and continuous improvements in Airport Service Quality (ASQ) ratings, a global standard followed by over 100 airports across the world.

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CORPORATE OFFICE

Centum Learning Limited

Neelgagan, Mandi Road, Sultanpur,

Mehrauli, New Delhi-110 030.

Fax:+91-11-46001111

CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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