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Improving customer satisfaction at Aéroports de Paris
Journal of Airport Management,
9
(3),
206-209
(2015)
Abstract
The staff at Aéroports de Paris (ADP) are known for their expertise in airport planning and building, however for years their customer service performance has been considered to be below par. For this reason, in 2008 it was decided to create a dedicated team in charge of managing a large programme aimed not only at improving customer satisfaction, but also at helping the company develop a customer-oriented attitude. This paper examines some of the key principles that have informed the team in charge of this programme.
Keywords: customer service; Aéroports de Paris; ADP; client satisfaction
The full article is available to subscribers to the journal.
Author's Biography
Dominique Mary has been director of customer experience and change management at Aéroports de Paris since 2007. Dominique was previously in charge of customer service at Air France/KLM. She has worked for airlines (Air Inter, then Air France) since 1985.
