Customer success story.

Client: 

Project:

CMI Competencies:

Dallas Fort Worth International Airport.

Airport Parking Business Unit Mystery Shopping Services.

Marketing Research, Training, Customer Experience, Diverse Groups, Employee Engagement.

Client Need

DFW International Airport, the third largest airport in the nation, sought to obtain pertinent research data to enable a better understanding of customer service and amenity priorities, identify service improvement priorities, contribute to quality initiatives and investments, and assess performance-based data to ensure accountability and the ability to reward excellent customer service while correcting unsatisfactory service.

 

 

CMI Action

 

CMI provided Mystery Shopping Services for 13 airport parking services for thirteen parking locations.  The CMI team provided a rigorous shopper training program, random scheduling that took place on all days of the week and during all operational hours of the airport, and data trend report summaries. The team met with and worked closely with individual location managers to develop and revise evaluation tools that were unique to the service expected at each separate parking location. Our team provided managers with portal access that allowed them to view executive summaries, dashboards, surveys and trend reports. CMI was available to support managers on an as-needed basis to answer questions, anticipate problems and resolve any issues that arose in a timely manner.

Results

 

The data CMI collected has helped the Parking department and the airport consistently meet customer service needs at a critical point in the passenger process, the moment of arrival at the airport. Through their team of professional mystery shoppers and data surveys, CMI identified areas that need improvement and aided location managers in implementing solutions to improve service quality and efficiency. Our team held the parking locations to the highest standards of service that are expected of DFW Airport.  We understand how important the customer experience is to the airport. Our work provided accurate, performance-based data needed to make focused changes in the department. The CMI mystery shopping program has contributed to the Parking Departments increase in employee performance and other key performance indicators (KPIs).

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