Gestione Qualità
Quality Management
Quality Management
As a private company responsible for managing a strategic public service, Gesac operates on a model aimed at continuous improvement of the quality of airport services offered to passengers, based on a Quality Management System certified by a third party, in compliance with international reference standards.
Quality Monitoring
We carry out continuous monitoring of all airport services quality through direct interviews to passengers (QSM:Quality Service Monitor and ASQ:Airport Service Quality); waiting times measurement and provision of services (QCS: Quality Control System) and feedback analysis, with the aim of achieving higher levels of services quality and improving the travel experience.
QSM |
The Quality of Service Monitor (QSM) is a system for monitoring customer satisfaction, based on direct interviews on 80 indicators, related to the main airport services (waiting times, comfort, cleaning, assistance, punctuality, etc.). |
QCS |
The Quality Control System (QCS) consists of measuring the objective parameters of airport services, such as waiting time at check-in, security and passports checks, baggage drop-off , flights punctuality, etc. |
ASQ |
ASQ:(Airport Service Quality) is the Service quality monitoring program promoted by ACI (Airports Council International), through a standardized questionnaire distributed to passengers at about 400 airports worldwide. |