Benchmarking commercial excellence

In an outstanding presentation, Airports Council International (ACI) ASQ Associate Director Dimitri Coll introduced the new ASQ (Airport Service Quality) Commercial survey from ACI, which provides insights into commercial performance and how airports can optimise non-aeronautical revenues..

Coll was interviewed by The Moodie Davitt Report Events & CSR Director Michael Barrett in a fascinating exploration of why customer experience is so important and how it impacts sales.

In a key finding, he said that a +1% increase in passenger satisfaction – as defined in the ASQ Survey – generates on average a +1.5% growth in non-aeronautical revenue.


Non-aeronautical revenue (NAR) is mainly influenced by size of retail zone, number of passengers and customer satisfaction, according to Dimitri Coll.

The Moodie Davitt e-Zine | Issue 252 | 16 November 2018