Heathrow’s purpose is to Make Every Journey Better, which is why it looked to Ethos Farm to improve its customer experience, whether travelling on business or a dream holiday. With a focus on service KPIs such as Airport Service Quality (ASQ), Heathrow’s Service Team needed the right partner to deploy Customer Ambassador resources at various high volume passenger touchpoints like Security and Immigration. The solution had to be dynamic and flexible, to expand and reduce in line with operational peaks and troughs.
Ethos Farm worked with Heathrow Airport to recruit, train and manage over 450 customer service colleagues, focused on making every journey better and including:
A key strategic partner to Heathrow, Ethos Farm has been commended for its services under the contract, and a shining example for other partners and providers. As a result of its success, Ethos Farm has seen the scope of its services continue to grow, including other passenger journey touchpoints such as Fast Track through security and retail operations. Rising to the challenge, all service requests have been met with recognition in the form of some of the highest employee experience scores in the industry (Great Place to Work), and in contributing towards Heathrow’s achievement of successfully hitting their ASQ target.
