Malaysia Airports’ Host Culture Transformation Programme receives recognition in achieving exceptional customer experience at the airport
SEPANG – Malaysia Airports, the sole Malaysian nominee, brought home the Silver Award for its Host Culture Transformation programme at the recent prestigious International Customer Experience Awards (ICXA ’20) held in November 2020. This award was garnered among five other luminaries from around the world in the ‘Customer-Centric Culture’ category. The Host Culture Transformation is a programme initiated and designed to uplift the standards of customer experience provided by the entire airport community.
Based on the service philosophy of ‘Happy Guests, Caring Hosts’, the programme was initiated in 2018 and has since trained about 10,000 people from airports nationwide to embody this service culture.
Malaysia Airports group chief executive officer (CEO), Dato’ Mohd Shukrie Mohd Salleh said this award is yet another validation to the successful transformation of the airport service culture to a customer-centric culture, “Since the implementation of the Host Culture Transformation programme, service standards at our airports have shown significant improvements.”
“In Q2 this year, KL International Airport (IATA Code: KUL) scored 4.94 out of 5.00 in the global Airport Service Quality (ASQ) survey run by Airports Council International (ACI) quarterly, which had led to KUL securing Top 10 placement in the world.”
“Although initiated by Malaysia Airports, the programme encompasses all airport stakeholders ranging from government agencies, airlines, ground handlers and retail partners. I am happy and thankful to see that all our stakeholders have shown stellar commitment not only to the programme itself, but also to the objective behind the programme which is to make Malaysia proud of the services offered at our own airports. It is important that we keep this momentum going so that we can continue to deliver on our promise to host joyful connections especially when travel picks up again,” he added further.
The execution of the programme is also supported by digital applications such as the Front Liner Behaviour Assessment Programme and the Exceptional People Proactive Playbook that assess and guide the front liners on the ground in delivering exceptional services to passengers.
The annual ICXA benchmarks and recognises the best customer experience practices around the world. As the Silver Award winner for ICXA ’20, we stand tall among leading global customer experience services institutions such as Shell, SAP, Telenor and TATA Consultancy Services.