Customer Journey Mapping and Research for Albuquerque International Sunport
The Challenge
Albuquerque International Sunport (ABQ) set a goal to optimize its customer experiences in its concession, airport parking, and third-party transportation (especially Uber/Lyft) offerings. Prior to making improvements, ABQ and its advisor WJ Advisors LLC, took an important strategic decision to first enhance their understanding of customers needs and expectations, and hired Gold Research to aid in this research effort.
ABQ desired to collect insights from its customers about their experiences with ABQ concessions, airport parking and third-party transportation were still fresh in their minds. This entailed accurately capturing customer experiences “in real-time” at different flight times, concourses, concession, parking, and pick-up/drop-off locations throughout the airport.
The Solution
ABQ selected Gold Research, Inc. for its dual expertise in customer journey mapping as well as in collecting “real-time” feedback from airport customers while they are going through their travel experiences.
The Results
By leveraging our customer journey mapping and “real-time” research services, ABQ received:
- Targeted “in-the-moment” insights from actual ABQ customers as they went through travel, parking and shopping experiences at different parts of the airport.
- Immediate access to incoming data (so there was no waiting for results).
- Continuous monitoring of incoming data for guaranteed accuracy.
- Richer, deeper, “in-the-moment” insights that yielded several critical insights which would have been difficult to attain in a traditional online survey.
- Customer journey mapping showcasing key pain points, triggers, revenue leakage areas and moments-of-truth that provided actionable blue prints for what was neededto optimize and elevate customer experiences.
All planned research was developed and executed within 60 days.
Testimonial:
We selected Gold Research through a competitive process in which multiple national research firms were considered. We selected Gold Research as their customer journey research and mapping solution provided the highest level of research rigor for addressing our challenging business objectives.
I truly appreciated the professionalism of Gold Research’s research and on-site survey teams. All throughout the project, they impressed me with their transparency, open communication style, and a very high level of commitment to our project. Their efforts helped us understand exactly what we needed to do to improve our customer experiences. Overall, I was very happy and would recommend them to anybody wishing to do customer journey mapping and on-site research at airports.
– Nyika A. Allen, CM., Director of Aviation, Albuquerque International Airport
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Contact Us
1-800-549-7170
GoldResearch, Inc.
8000 I.H. 10 West | Suite 600San Antonio, Texas, 78230
