The monitoring of quality is the basis of the Airport I.Q. Monitor. In order to effectively judge a facility, it is essential to talk to the actual consumers. Departing as well as arriving passengers are approached in our enquiries about their experiences with the airport. Several times a year, the quality of the airport is measured with the aid of face-to-face interviews which are conducted by professional interviewers. Important elements in the survey include: waiting times, accessibility, friendly personnel, hygiene, various facilities as well as a general opinion about the airport. With the Airport I.Q. Monitor it is possible to:
- Trace trends in the perception of quality in time.
- Evaluate the improvement, for each product and facility.
- Monitor the perception of quality per important passenger group and per separate locations of the airport.
The main strength of the Airport I.Q. Monitor lies in the fact that Schiphol's research method is more extensive and specific to the requirements of today's airport. Therefore our approach should prove most interesting to you.