ACRP Research Report 231: Evaluating the Airport Traveler’s Perspective

Travel, especially airport travel, can be stressful. Ensuring positive interactions throughout the airport terminal starts with an understanding of what customers need and what matters to them most. The authors examine the factors that influence customers, from employees they interact with to the environment itself. This article is based on the information and research documented in Airport Cooperative Research Program (ACRP) Research Report 231: Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Topics discussed include: developing a customer experience plan; metrics for assessing levels of employee engagement; tools for understanding customer perspective such as segmenting, journey mapping, and social media analysis; and the impact of COVID-19 on the customer experience.

Language

  • English

Media Info

  • Media Type: Digital/other
  • Features: Figures; References;
  • Pagination: pp 20-25
  • Serial:
    • TR News
    • Issue Number: 338
    • Publisher: Transportation Research Board
    • ISSN: 0738-6826

Subject/Index Terms

Filing Info

  • Accession Number: 01845218
  • Record Type: Publication
  • Files: TRIS, TRB, ATRI
  • Created Date: May 13 2022 10:50AM