The quality of service is indeed one of the key factors which has led to our continued success and development. In order to constantly monitor and improve the level of quality offered at Amsterdam Airport Schiphol, Schiphol Group has developed the Airport Integrated Quality Monitor. This Airport I.Q. Monitor is an effective and sophisticated research instrument to measure and improve overall customer satisfaction. Its modular build-up is one of the aspects that makes it a highly suitable instrument for managing the quality policy of your airport. The Airport I.Q. Monitor is based on a recurring quality survey, which takes a detailed look at the opinions of passengers on important and specific airport facilities over time.
However, simply carrying out a survey is not enough to ensure the integration of customer satisfaction in an airport's quality management. For this reason, Schiphol Group has developed an integrated approach to quality, made up of the following elements:
