With airports becoming a hub of shopping, dining, and commerce, savvy airport managers have seized the opportunity to maximize passenger dwell time and bottom line profits. Improving the passenger experience pays dividends.
To improve the passenger experience, we must know what the experience is and what areas are succeeding and what areas need improvement. For those interested in implementing a mystery shop program in their airport to gather this information, there are three things you should consider:
Implementing an airport mystery shopping program as a component of a larger service improvement program is a great place to start. Before you begin, you may want to take a peek at a sample airport quick shop form. See our Sample Airport Mystery Shop form below!
For more information on airport service improvement and mystery shopping see these articles: