Airparks' customer experience programme

How Airparks is trying to go the extra mile and more...

Airparks, the UK's largest off-airport parking operator, is running a programme as part of their commitment to improving customers' experiences at their eight car parks across the UK. Being at the initial stage, the first steps were to find out what their customers and staff really thought about the business. By running various focus groups, surveys and mystery shopper exercises, it did exactly that.

Involving customers, who are the core of their business, meant hearing it straight from the horses mouth. And with an overwhelming response of over 4,500 completed questionnaires in a web survey, not only has it helped give an insight into what is already going well and where improvements need to be made. But it has also meant that five lucky winners have each won £100 of John Lewis vouchers.

As part of a bigger picture, the customer experience programme is designed to improve Airparks sites, both in terms of the appearance and the service provided. With the research collected, it will go towards improving customer service, where staff are already taking customer service NVQs to further their skills. Along with this, there will be the trial of an automated check-in system, re-branding, general refurbishment and operational improvements to every site.

One of the lucky winners, Miss Caddy from Nottinghamshire said, "I’m so excited to win a prize, I’ll be spending the money on a new outfit for a special wedding in Rome. Airparks really did exceed my expectations for speed and efficiency... I‘ll definitely be parking with them again when I travel to Rome from Manchester or Gatwick."

Keep your eye out for the latest updates on the Airparks' customer improvement programme online. And of course, keep your eye out at the car park, you are sure to notice a difference in the very near future.

Published by Ross Barnard on April 6, 2010