Asia Pacific remains highest-scoring region in duty-free customer satisfaction

DFWC’s latest quarterly KPI monitor for Q3 2018, conducted in partnership with m1nd-set, highlighted the growing importance of the “duty-free differential” as a driver of customer satisfaction. The survey results, based on interviews with over 4000 international travellers across the world, demonstrated a growing demand for a differentiated customer experience in the duty-free channel.

Over the past 12 months, the share of shoppers who said that they purchased goods from duty-free shops because the products were “different than usual” increased from 18% to 22%. Over the same time period, the share of customers who cited “new brands” as a satisfaction driver increased to 28% from 25%.

(more…)