with LRA Worldwide to Manage and Improve
|NEW YORK, New York/HORSHAM, Pennsylvania; September 15, 2004 - The
Port Authority of New York and New Jersey recently announced a partnership
with LRA Worldwide, a Pennsylvania-based consulting firm, designed to improve
the customer experience for air travelers in the New York metropolitan
area. Under the initiative, the three airports managed by the Port
Authority - Newark Liberty International, JFK International and LaGuardia
- will undergo a rigorous program of facility inspections and "mystery
shopping" to ensure that all three facilities meet standards for cleanliness,
condition and functionality, and that the employees at each site adhere
to standards on attitude, appearance and knowledge.
"We realize a pleasant experience at the airport is crucial to enjoyable air travel, so we really wanted to look at our level of service through the eyes of the customer," explained Lysa Scully, Assistant Director of the Aviation Department at the Port Authority. "If we want to truly improve the customer experience at our airports, it will require commitment on the part of our airport partners and every employee, and this program will continuously uphold those standards."
"I think this shows the Port Authority of New York and New Jersey's commitment to customer experience," said LRA Vice President Melissa Farrell. "For an airport, this is a unique, cutting edge program, more likely to be found in the work we do for our clients in the hospitality and service sectors, such as Westin Hotels or the PGA TOUR Tournament Players Club golf courses."
The scope of the program is not confined strictly to Port Authority employees. Any airport workers who come in direct contact with customers - including those who work for airport vendors and subcontractors - will be subject to the monthly "mystery shopping" and twice-yearly inspections, and will be expected to meet the required levels of service. Web-based inspection reports will be available to Port Authority officials within the week of each inspection, allowing for immediate action to correct any deficiencies.
About the Port of Authority of New York and New Jersey:
About LRA Worldwide:
Director of Marketing
|Also See:||Hyatt Hotels Corp. Selects LRA for Quality Assurance Services / Aug 2004|
|Dover Downs Gaming & Entertainment, Inc. and Dover Motorsports, Inc. Are Not Leaving Employee Engagement to Chance; Sister Companies Partner with LRA to Measure Employee Engagement / April 2004|
|Pestana Hotels & Resorts Selects LRA Worldwide to Manage Guest Satisfaction Survey Program / January 2004|
|Interstate Hotels & Resorts and LRA Worldwide Partner on New Brand and Quality Initiative / October 2003|