Charter Services

How we support our partners

During the design of the Charter Services we support our partner in all stages of the process.

In the design of the Charter Airport Services work alongside our partners in all stages of the process. Our services are:

  1. Analysis of the airport facilities
  2. Find the best solutions for conducting the survey activities
  3. Selection of the Human Resources for the job of survey
  4. Training of the Human Resources
  5. Management of the surveys with tools that limit the error during the interviews
  6. Management of the survey with tools that limit the error during the interviews.
  7. Monitoring during the data collection phase and immediate manage of the criticality
  8. Data uploading with a particular software easy to fill in and that prevents the load errors
  9. Data analysis
  10. Improvement of the data collected with datawarehouse techniques
  11. Analysis of the critical issues identified
  12. Report processing
  13. Processing of report with graphic content that allow to appreciate the main points in 60 seconds.
  14. Scan all paper forms and delivery to the customer on CD ROM

Our services with high added value

Training of human resources

The proper training of the human resources is the winning move to reach the goals of the customer satisfaction projects.

The experience of SPS in the training sector has allowed us to define very strict guidelines for the training of human resources in full compliance with the EN ISO 9001: 2008.

In particular, the process foresees that:

  1. Definition of the training manuals for the human resources;
  2. FIRST MEETING: a lesson about the content  of the manual with the Project Manager
  3. SECOND MEETING: exchange of views to clarify the doubts
  4. A simulation inside the airport in order to verify the learning
  5. Final exam in order to verify the learning
  6. Debate about the results of the test in order to bridge the training gaps

Software for data uploading:

It is a tool developed by SPS since 2013.

The main functions are:

  • Accelerate the data uploading with the use of masks that facilitate the compilation. In this way the human resources can dedicate more time to the collection of data.
  • Check the coherence of the questionnaire, communicating to the user via pop-up in case of error or contradiction during the date uploading
  • Concordance between the data uploaded and the paper questionnaire
  • Improvement of the data collected with datawarehouse techniques
  • Protection of the statistical data. The user can display the data uploaded only for individual modules and never in their entity. Also, the data transfer happen sending with a secure connection and without which the user can view the transmitted file. In this way the file cannot be transmitted to third party. Finally, at the end of the transmission, the data is automatically removed from the user’s PC.

Online system for the detection of Customer Satisfaction

It is a system under development and the experimental version has been online since July 2014. It is a system for the detection of the customer satisfaction which show some questions provided in the Charter Services.

The system has been translated into English, French, German, Spanish and Russian.

The system is available both PC version and smartphone version at this link.