Quality Monitoring System

Aviapartner uses several types of systematic quality measurements:

• Performance Measurements
• Perception Measurements
• Carrier Feedback

Aviapartner strongly believes in the balance between performance and perception measurements. Only the results of these two types of measurements will show what the quality of Aviapartner's services is really like.

Performance Measurements

Systematic measurement, analysis and publication of key performance indicators for the Aviapartner network:

Results of these measurements are published monthly per station in a "key quality parameter station graph". These measurements go parallel with AHM804 measurements which are daily and airline specific and Cargo 2000.

Perception Measurements

Internal perception measurements, such as systematic reporting and registration of incidents by our agents, providing immediate and valuable feedback for improvement

External perception measurements:

• Customer feedback: All feedback, positive and negative, is encouraged and is considered as valuable information which allows us to improve our processes. Each feedback (be it written or verbal) is analysed in detail at all levels and corrective actions to avoid recurrence are taken when needed.
• Customer Survey: In order to measure customer satisfaction an on-line Customer Survey is organised on a yearly basis throughout the Aviapartner network.
• External audits: Aviapartner warmly welcomes any external audits by third parties (airlines, airport authorities etc.) and provides its full co-operation to their preparation and execution.
• Internal audits: Aviapartner organises internal quality and safety audits in its network.

Carrier Feedback

Aviapartner considers measurements carried out by the customer (or the airport) as a valuable source of information to improve its processes. Therefore our staff is systematically informed of the results of these measurements.