CX Quick Scan

The CX Quick Scan is a structured self-assessment tool developed by NACO to help airport operators establish a clear baseline of their current customer experience (CX) maturity. Completing the scan takes approximately ten minutes, and the output is a personalised PDF report that profiles the airport's CX capabilities, identifies where it sits within a maturity framework, and flags both near-term quick wins and longer-term strategic directions.

The assessment is designed around the three pillars of NACO's CX methodology: strategic alignment (how well commercial, operational, and digital strategies converge around the passenger journey); experience design (terminal layout, wayfinding, passenger flow, and service personalisation); and experience mastery (the operational frameworks, data practices, and stakeholder-engagement processes that sustain CX performance day-to-day). Evaluating maturity across all three pillars allows the report to indicate not just where performance lags, but where systemic capability gaps exist.

For procurement and planning teams, the Quick Scan functions as a pre-feasibility tool. It establishes a documented starting point before commissioning larger consultancy engagements, helps build internal consensus around CX investment priorities, and provides a framing for discussions with airlines, concessionaires, and ground handlers who share accountability for the passenger journey. Airports seeking to improve ACI Airport Service Quality (ASQ) rankings or NPS scores will find the report's prioritisation logic directly applicable.

The Quick Scan is positioned as the entry point to NACO's wider CX practice, which spans the full CX Accelerator (a 30-day diagnostic programme including on-site terminal review and stakeholder interviews) through to master-planning and terminal-design commissions. NACO brings this methodology to a portfolio spanning more than 600 airports in over 100 countries.