Jan Richards

Jan Richards

Title: Head of Insights & Planning

Company: Dublin Airport

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How Dublin Airport used the 3 P’s for CX success


Dublin Airport was in 12th place out of 13 in 2007 in the ACI (Airport Council International Airport Service Quality) awards. A concerted programme was put in place to improve the passenger experience and in 2015 Dublin Airport was awarded first place in Europe in the 15-25 million passengers per year category in the Airport Council International ACI worldwide airport service quality benchmark rankings and joint second place among all airports over two million passengers per year in Europe.


Passenger growth at Dublin Airport 2015-2017 has increased by over three times the European average, and it is getting ever harder to maintain a superb passenger experience. This presentation will give the background and an indication of future plans to try to maintain Dublin Airport’s ranking at the top of the ACI ASQ awards by using the 3 P’s – Voice of the People, Voice of the Process, and Voice of the Passenger.

About the speaker

Jan is responsible for managing the significant Dublin Airport Insights & Research programme, including monitoring future trends, passenger tracking, continuous CX improvement research feedback, and developing brand positioning strategy & measurement. She is proud of her key role in developing and launching an organisational values programme in 2014 that, after the first 9 months, had an awareness level of 73% of the 3,000+ strong workforce, and has now over 100 Values Ambassadors throughout the organisation.

Previously, Jan was the Senior Planner with MCCP Planning and Insights, where she worked with client companies in brand development and positioning, qualitative research and insight generation. Jan worked in advertising in London, Budapest and Dublin for 16 years; she was Client Director of DDB Budapest and Planning Director of Owens DDB in Dublin, and lectured in Marketing and Communications. Jan is Chairwoman of the Board of Dublin WellWoman Clinics.



Jan will be speaking at: