Perception management

The quality of an airport is determined through the perception of the passenger. In order to have an impact on quality control, the perception of the passenger must be translated in concrete adaptations and improvements within the process. Amsterdam Airport Schiphol has extensive experience in exploring the relationship between quality perception and process standards. Therefore, research is directed to various waiting times, walking distances, as well as levels of hygiene.

The passengers' experience within an airport is becoming more and more important. How do you make the stay of the passenger a pleasant one without frustration? When reaching the limits of process-improvement, how do you keep increasing passenger satisfaction? The Airport I.Q. Monitor gives insight to these complex questions and from that standpoint, offers you workable solutions.