DELIVERING STRATEGIC EXPERTISE GLOBALLY

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Now Available – Airport Cooperative Research Program Report 157: Improving the Airport Customer Experience

This guidebook provides airport operators with a comprehensive resource on how to improve the overall customer experience. It presents the drivers of customer satisfaction, the methods some airports use to engage their staff and other stakeholders in improving the customer experience, and how customer satisfaction can be measured and monitored, and it lays out a range of techniques and methods that can be used to implement an airport-wide strategy for improving customer satisfaction, including the use of rapidly evolving new technologies.

The report is available for download from the TRB website:

http://www.trb.org/Main/Blurbs/174127.aspx