Dallas Fort Worth (DFW) International Airport has earned the title of “Best Large Airport in North America,” according to Airports Council International (ACI), the company said.
DFW achieved the top ranking for customer satisfaction among large airports, according to ACI´s 2016 Airport Service Quality (ASQ) program survey.
DFW finished first for all airports in North America serving more than 40m passengers each year. The survey covers 34 key performance indicators of the passenger airport experience, giving the most complete picture of customer service at each airport. ASQ Award winners are considered among the world´s best airports for the quality of their customer service experience.
International passengers gave DFW high marks for the variety and quality of restaurants and shopping facilities, as well as for the ambience of the airport. Customers noted comfortable waiting and gate areas and the cleanliness of DFW terminals and washrooms. The airport also received positive feedback from customers for technological innovation and availablity, staff friendliness and the ease of passenger flow.
The ACI ASQ program is the airport industry´s only global benchmarking program that measures passenger satisfaction in real time, while passengers are at the airport. Implemented at more than 320 airports worldwide, the ASQ program delivers an in-depth assessment of the quality of the customer service experience, including check-in, security, wayfinding, food and beverage offerings, restrooms and more.
Underscoring the significance of the ASQ awards, DFW Airport also uses ASQ data for its own goal-setting, with the survey scores included annually as one of the executive team´s measurable objectives.