MSP has been chosen by J.D. Power as the number one airport in customer experience for the mega-airports category.
During the recent ACI North America annual conference held at Minneapolis-St Paul Airport (MSP), I was fortunate to spend time with Katlyn Schenck who spearheads, and is the specialist of, Customer Programs. Katlyn is also the face for the Customer Service Action Council (CSAC) program – which forms the foundation for MSP’s recognition for excellent customer experience.
The morning Katlyn and I were having coffee, MSP had just been chosen as the J.D. Power number one airport in customer experience for the mega-airports category. The timing of this catch up could not have been better.
The key to MSP’s success is by prioritizing taking care of our people,” said Katlyn. “In 1999, MSP formed CSAC. It is chaired by Roy Fuhrmann, Chief Operating Officer of the Metropolitan Airports Commission (MAC), in response to a State of Minnesota ‘quality’ initiative and charged the council with leadership of its strategic effort to provide world-class, customer-oriented air transportation services at MSP. CSAC’s mission is to improve the customers’ experience at MSP.”
Katlyn also refers to CSAC as a fundamental community, which acts as a glue between all the internal and external stakeholders to ensure consistency in services. Katlyn walked me through the CSAC council background, set up, and how it connects the entire organization to prioritize service excellence. Today, 40-50+ representatives across multiple organizations meet every month to promote, inform and improve the customer experience at MSP.
CSAC enhances customer experience through the three pillars of Promote, Inform, Improve. The CSAC has nine committees:
My personal experience of travelling through MSP? Absolutely fantastic. Arriving was one of the simplest and easiest I have experienced in a US airport. From disembarkation to baggage belt to Uber, all in under 10 minutes. Aside from the quick delivery of my luggage, I cannot pass this point without mentioning the great seating area in the baggage hall.
The departures experience was incredibly pleasant. What did I enjoy the most? The variety of F&B, the overall cleanliness and calm ambience, live music in the terminal, the scent and the soft classical music in the most beautiful airport washrooms I have ever seen in recent times – think 5-star hotel.
Thank you MSP for being so awesome, and looking forward to travelling through your airport again soon.
[To learn more about Modalis Infrastructure Partners’ customer experience-focused service airportCX by Modalis and how it can make a difference to customer retention and revenue growth, please click here.]
To learn more about