Engage our Communities
Leading with our Customers
Established in 1999, the Customer Service Action Council (CSAC) is a collaboration between the Metropolitan Airports Commission (MAC) and its tenants, including airlines, concessionaires, vendors, and related service providers, that focuses on improving the customer experience at MSP.
Meeting monthly, the group of more than 60 members reviews customer complaints and compliments, while the Council's eight committees - ranging from the Travelers Advisory Committee to the Benchmarking Committee and the Surprise & Delight Committee - identify opportunities for improvement in their respective areas.
Throughout the month, customer comments are distributed to responsible parties for response and appropriate action.
In 2016, the group achieved a 99.2 percent response close-out rate on customer inquiries.
Airport Service Quality Survey
The Airports Council International's Airport Service Quality (ASQ) program is another method we use to better understand our customers' experiences. MSP is one of 284 airports across 79 countries that use ASQ survey results to identify strengths and areas to watch, in terms of our customers' perceptions about our products and services.
In 2017, MSP received two awards that exemplify our success in this area: the 2016 Airports Council International award for Best Airport: 25-40 Million Passengers and the 2017 Skytrax Award for Best Airport Staff in North America. In 2016, Trip Advisor - through its Travelers' Choice Award - and Travel + Leisure Magazine ranked MSP third and fifth, respectively, among US airports.
MSP Jobs Committee - Connecting Airport Employers with the Community
Based on discussions at CSAC meetings and with our tenants, the MAC discovered that MSP tenants were having difficulty recruiting employees and maintaining sufficient staffing levels. Recognizing such shortages would have an impact on our customers, we set about identifying the barriers employers and employees were encountering.
The hiring environment at airports is complex and competitive, and there's often little motivation for creating a coordinated recruitment program. It's even more difficult when everyone's hiring at once, which occurred in 2016 with the opening of more than 50 retail and food and beverage venues at MSP.
To help facilitate sharing of information and best practices, we partnered with our tenants to create the MSP Jobs Committee, which established these five goals:
The Twin Cities metropolitan area is home to growing communities of newly-arrived immigrants. In 2016, the airport community hosted three job fairs in areas where significant numbers of immigrants from Africa and Southeast Asia live in order to provide better access to these employee pools. Language skills, however, were a concern. Many airport employers need front-end employees who can write and speak English in order to provide quality customer service. Recognizing the need for English as a Second Language (ESL) instruction, the Customer Service Action Council is sponsoring a project that will partner with a local technical college to develop an ESL program specifically for airport employees.
Job fair held at the Minneapolis Central Library
Job fair held at the Cedar-Riverside Opportunity Center
Goal — Cultivate new and grow existing relationships
2017 – 2021 Objectives:
• Find opportunities to participate and engage in external sustainability initiatives
• Create and align opportunities for communities to learn about the world of aviation
• Engage airport tenants in opportunities and expectations to participate in our sustainability program
Collaboration is Key
Collaboration is at the core of meaningful sustainability work. We have been growing our sustainability network, and are engaging in high impact, highly relevant initiatives that help the MAC and other collaborators achieve their sustainability goals.
For example, we are proud to be a founding member of the Sustainable Growth Coalition, a group dedicated to advancing the circular economy in the state of Minnesota. Through partnership with 30+ entities, we will be collaborating on closing the loop and increasing the efficiency of our regional economy.