Quality of service is a key performance indicator in any business. At Canberra Airport, service quality is key performance indicator across the entire business, from the traditional airfield and passenger terminal functions to the business parks and retail centre. In each part of the Airport business, quality of service is measured, benchmarked and targeted for continuous improvement.
Quality of service indicators are therefore an integral part of the day-to-day management of Canberra Airport. While this type of information is typically not made public by the vast majority of businesses, Canberra Airport recognises the need for transparency in the quality of service delivered by the traditional airfield and passenger terminal functions.
Canberra Airport has, therefore, committed to quarterly reporting on the quality of service delivered by its airfield and terminal facilities, using actual indicators sourced from the travelling public. This information will be disclosed on the web, available for viewing by the travelling public, and for periodic review by all levels of government.