Stories by Lawani Mikairu
Federal Airports Authority of Nigeria, FAAN, has subscribed to the Airport Service Quality Programme, ASQ. It is an Airport Council International (ACI) programme that uses data gathering to help FAAN measure its passengers reactions to all levels of its operations and to help it improve on service.
This was disclosed by the Director of Airports Operations, FAAN, Captain Rabiu Yadudu who said: “The programme is all about gathering data from the incoming and outgoing passengers on all aspects of our operations to help us improve our services through analysis of this data.” He also said the ASQ that would aid the agency to improve on service as it is the only international survey measuring passengers’ satisfaction while they are at the airport. “This type of benchmarking allows you compare your airports’ performance against industry best practice,” he added.
According to Yadudu, the ASQ programme uses Key Performance Indicators (KPIs) to let the airport in use of the programme know when it is over-performing or under-performing and where improvements are required or where investments are needed or likely to yield more.
He said: ”FAAN has subscribed to and has paid for an ICAO Programme, the Airport Service Quality Programme, which will help the agency measure our passengers’ reactions to all levels of our operations.
“This programe is all about gathering data from the incoming and outgoing passengers on all aspects of our operations to help us improve our services through analysis of this data. The ASP is all about efficiency and how we respond to passengers’ stimuli.
“Airports all around the world are part of this programme and we decided to join in to aid us in measuring what we do, using it to improve where needed and compete favourably among the comity of nations. Every six months, an independent and impartial judge in ICAO rate us based on the data we provide from the passengers who answer simple questions posed at them.
“This is a tested and trusted formula and it shows how committed FAAN is. Like all our programmes, the pilots will be in Lagos and Abuja and after some months, we will broaden it with other aerodromes. It is an effective programme, we gather data and facts and use them to improve our performance.”