Ten-time recipient of the Skytrax Best Airport in North America, YVR (Vancouver International Airport), is the only airport to have achieved this accolade, this many years in a row. Why is that? Their value proposition delivers a world-class airport experience.
Travelers using YVR have readily available access to services such as ground transportation, door-step access to the SkyTrain, lounges, restaurants, hotels, airport shopping, and a designer outlet mall on the airport property. YVR also displays the most extensive collection of West Coast native art in the world. The systems and innovations that YVR has to offer make the airport experience as quick and painless as possible.
You never have to look far to find a kiosk at YVR, where a staff member will give directions and travel recommendations. In the short interest turnaround, YVR has developed a digital passport scanning system, a digital declaration system for international travelers arriving at the airport and a self-serve baggage drop system that reduces congestion which is nearly four times faster than the previous bag check system.
Measuring Performance
Measuring the time spent in the airport by the people who use the airport is a YVR Key Performance Indicator. This KPI drives one of the top tenants of the YVR value proposition, which is “making the YVR airport experience as quick and easy as possible.”
Although YVR stands out for its fantastic customer experience, it too has its pitfalls. There can be line ups for check-in, bag drop off, security, customs and border inspection, checked baggage, shuttles, food kiosks, restaurants, lounges, taxis and ground transportation and to get in and out of parking lots.
KPI measurements are necessary to reduce or eliminate line ups at all these spots at YVR. If YVR fails to keep line ups to a minimum, their “quick and easy as possible” value proposition will be eroded, and they could risk losing their prestigious Skytrax Best Airport in North America status.
The use of KPI’s is what drives YVR’s value proposition and allows for that seamless traveler experience. It is critical for every company to determine the necessary KPI’s that drive and maintain their optimum value proposition.
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