SEA Quality Assurance Program

Seattle Tacoma International Airport (SEA) Customer Experience Quality Assurance program will engage a Consultant that specializes in measuring and reinforcing employee engagement to support service standards and brand compliance. The Confidential Customer is a program component that utilizes professional evaluators anonymously posing as customers to utilize various airport services and report on every aspect of their experience. Confidential Customer Representatives will follow detailed, scripted, typical scenarios and record their observations and experience. Confidential Customer feedback will provide SEA leaders and airport tenants with valuable insights that will lead to actions to improve customer satisfaction, reward positive behavior, and to identify training