10c. Presentation - SEA Quality Assurance Program
Item No. 10c_supp Meeting Date: May 11, 2021 SEA Customer Experience Quality Assurance (QA) Program Why is Quality Assurance (QA) important? QA aligns with the long-term vision for SEA: To deliver a world-class customer experience, as measured by ASQ and Skytrax. To be the most Accessible Airport in the U.S. Provides SEA leaders and airport tenants with valuable insights for actions to: Improve Customer Satisfaction Reward Positive Behavior Identify Training Opportunities 2 What is QA, and how it can make a positive difference Measures and reinforces employee engagement Is guided by SEA's Customer Service Standards SEA Brand Compliance 3 How will the QA program work? Will utilize professional evaluators, referred to as Confidential Customer representatives Anonymously pose as SEA customers to engage with frontline employees Observations and Experiences are reported. 4 How will Quality Assurance Be Measured? Confidential Customer representatives will monitor and measure service SEA Customer Journey excellence by SEA employees across the customer journey. Employee Engagement At Key Touchpoints Parking & Curbside& Dining & Security Gates Landside Ticketing Services QA programs are a common best practice at US airports. 5 A Layered Approach to Quality Assurance New for 2021 Daily Facility Airport Service Skytrax Airport Quality Assurance Inspections Quality (ASQ) Ratings Program Customer Confidential Surveys Customer 6 S T A R S Elevated Customer Experience Program Standards SEA 5 Star Training Customer Service Training Assurance Program (Confidential Customers) Recognition Stakeholder Collaboration 7 Proposed Program Phasing Frontline Employee Engagement 2021 4Q Curbside-to-Gate This year: Departures curb Ticketing Wheelchair services Custodial Services Checkpoint queues Security Screening Customer Service Representatives Volunteers 8 Proposed Program Phasing Frontline Employee Engagement + Airport Dining, Retail, Parking, & Rental Car Shuttles The QA program will be expanded to add these touchpoints in the customer journey: Dining Retail Parking Toll Plaza Rental Car Shuttles 9 Questions? 10
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