Customer Driven Transformation: Download the first two chapters

KCC Social Innovation Lab Creation

Creating the front-line service standard to deliver the 'Make Every Journey Better' ambition

KCC Social Innovation Lab Creation Image

The Challenge

Heathrow Airport needed to develop a Service Standard for all suppliers and contractors to avoid poor customer feedback. The Engine Service Design Team worked with the airport to define the customer service standards and to align with the ‘Make Every Journey Better’ strategy and improve the passenger experience. The service standard is now included in all third-party contacting and SLAs, resulting in significant increases in staff and passenger satisfaction.

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