The Customer Quality Service Survey, Essay Example

The Airport Service Quality (ASQ) survey aims to determine customer satisfaction for the airline industry. It is beneficial for airline companies to utilize this particular survey because it determines where industry leaders can adjust their business practices in order to achieve greater customer satisfaction, which will ultimately lead to identification of areas in which profit can be increased. The ASQ is considered effective because it includes a detailed survey of individual processes and services, focus groups and interviews, root cause analysis, action points, and success measurement and reviews (ASQ, n.d.).

ASQ’s service quality survey is beneficial because it assesses airline practices using several approaches. The survey can be used effectively to benefit the company because they can determine whether adjustments to practice have proved successful and to determine whether alternatives to these practices would be equally profitable. However, the airline industry can improve upon this information by using non-customer approaches. Useful statistics in the field include trends that determine the amount of customers that visit a particular airline compared to the competition. These numbers can be used to determine what the competition is doing successfully, and other airlines can mimic this model and observe whether these alterations are beneficial to the customer service experience on the basis of new and repeat customers.

Additional customer approaches in creating information systems is by randomly approaching customers and asking them questions about their customer service experience. A representative sample of consumers can be obtained using the process, which will provide a comprehensive understanding of company performance using a smaller customer sample. This information can be used to make testable changes to company operations and determine whether these changes should be kept.

References

ASQ. (n.d.). Airport Specific Research. Retrieved from http://www.airportservicequality.aero/content/survey/airport.html

The Customer Quality Service Survey. (n.d.). Retrieved from  http://home.ubalt.edu/ntsbmilb/survey/customer.HTM