Professional Airport Customer Experience Consulting Services

The vendor is required to provide that professional airport customer experience services to be performed by small business enterprises as requested on a “call-in” basis defined in general terms.
- Services shall include, but not be limited to:
(1) Preparing draft and final written reports documenting findings and recommendations;
(2) Preparing quality assurance and quality control (QA/QC) plans;
(3) Participating in stakeholder meetings; and
(4) Conducting presentations.
- Include the following:
• Recommend and conduct strategy development and implementation planning for customer service initiatives.
• Conduct data analyses on customer experience data sources to identify pain points, key drivers, correlations, trends, etc. to allow teams to make informed business and operational decisions.
• Develop, implement, and monitor customer experience key performance indicators.
• Research and advise on benchmarks and best practices.
• Conduct in-field surveys and other market research activities
• Develop targeted marketing and communications campaigns (including special event coordination).
• Develop cx-focused airport employee training program(s) for deployment to airport employees.
• Develop/recommend technology and process improvements that would enhance customer experience, service delivery and/or data collection and analysis.
• Review, update and revise airport customer experience performance and standards manual.
• Prepare and/or review and bid documents for customer experience technology and service-related projects. conduct other activities to support the development of a world class customer experience at port authority airports.
• Review and assess accuracy of digital content on various platforms and sources. make recommendations for revisions and facilitate as directed.  
• Develop standard operating procedures (sops), facilitate collaboration and implementation, and monitor for effective adoption.    
- Contract Period/Term: 4 years
- Virtual Pre-Proposal Meeting Date: February 06, 2025