Already a national icon for many Singaporeans, the airport is now aiming to be a service icon - one of four organisations selected under Spring Singapore's Customer-Centric Initiative (CCI) programme to lead the way. -- PHOTO: BH
CHANGI Airport has embarked on a $4 million journey to boost service standards throughout its facility - from the counters and taxi queues, to the shops and restaurants and even in the toilets.
Already a national icon for many Singaporeans, the airport is now aiming to be a service icon - one of four organisations selected under Spring Singapore's Customer-Centric Initiative (CCI) programme to lead the way. The others are Sentosa Development Corporation, Ion Orchard and Wing Tai Clothing.
The CCI is part of the Go the Extra Mile for Service (Gems) movement to overhaul Singapore's service quality in the retail, food and beverage, hospitality, health care and transport sectors.
In a major drive that kicked off about a year ago, Changi Airport Group is rolling out 12 new initiatives, all aimed at improving the passenger experience.
Among them is an instant feedback system that allows travellers and visitors to rate counter staff, immigration officers, retailers and cleaners using interactive touch screen devices that are being installed progressively.
A few buttons pressed and a cleaning supervisor is immediately alerted that a particular toilet needs cleaning or maintenance.
