Speaker Biograghy: Aymeric's responsibilities include information technologies, market analytics, the coordination of the strategic planning process of the airport and the measurement of passenger satisfaction. He is a member of the ASQ subcommittee that provides guidance and advisory on the survey programme, and is also a member of the Council for Chief Data and Analytics Officers of the Conference Board of Canada.


Day 1 - 14 March
Session: Customer Service & Passenger Experience

17:00 - 17:30 - Making sense of multiple measurements of passenger satisfaction
Synopsis: Airports today have access to multiple channels to evaluate the satisfaction of their passengers. From the traditional paper-based fieldwork survey, to feedback kiosks and the online monitoring of complaints and praise on social networks, airport operators have never had so many options at hand. However, although these tools generate a lot of useful data and analytics, before deploying them it is important to consider the exact usage that will be made of the new output. This will limit the risk of swimming in data with its usual consequences: imprecise interpretation and perilous comparisons between different channels.

Audience will learn:

• Selecting the appropriate tools to measure passenger satisfaction
• Integrating analytics that source from different channels
• Identifying underlying needs before implementing new measurements