2.0 & Partners enhances shopper experience at Naples Airport
2.0 & Partners and Naples Airport have launched the bespoke Strategic Mystery Shopping service to help ensure shoppers satisfaction is maximized at the Italian airport.
"Shopper satisfaction has never been more paramount in the travel retail market, with research clearly demonstrating a direct link between improving the customer experience and increasing non-aeronautical revenue," reads the press release from 2.0 & Partners.
Under the new partnership, Naples Airport will deploy the 2.0 & Partners Strategic Mystery Shopping service, the only in-store and on-site analysis service which is specifically designed the meet the unique needs of shoppers in the travel retail market.
The 2.0 & Partners hand-picked team will carry out regular evaluations which will help Naples Airport to fine tune its service and ensure it is tailored to the specific demands of the airport’s demographic of travellers and shoppers.
Erika Giannini, Head of Strategic Mystery Shopping Italy at 2.0 & Partners, said, "Research from ACI has shown that an increase of 1% in shopper satisfaction leads to a 1.5% increase in non-aeronautical revenue, so it has never been more important to ensure that you are getting everything exactly right.
"Our Strategic Mystery Shopping Service ensures that from the moment travellers arrive in the airport, they are receiving an experience which is tailored, not just to the travelling shopper, but to your specific travelling shoppers.
"We are delighted to be working with Naples Airport and I am looking forward to the excellence we can help to deliver there."
The 2.0 & Partners team does not simply apply domestic market mystery shopping approaches the travel retail sector. The analysts are chosen to reflect the specific passenger mix and they walk in the shoes of the airport’s shoppers, behaving as they behave and thinking as they think, to deliver actionable and in-depth insights for retailers and landlords.
The final reports, covering everything from cultural requirements of high-spending demographics to dwell time and pinpoint areas for improvement, are delivered through a bespoke portal. This gives users full access to all the feedback, with in-depth explanations and clear, unbiased feedback to help directly drive performance.