Schiphol and the airline community share a common ambition: continuously improving the quality and performance of airport operations. To support this ambition, Schiphol and airline representatives have jointly developed a framework of 21 Service Quality Metrics (SQMs).
The SQM framework provides a shared and transparent way to monitor airport performance, identify trends, and prioritise improvements. By working with a common set of metrics, Schiphol and airlines can strengthen collaboration, support data-driven decision-making and focus collective efforts on the areas that matter most to passengers and airline partners.
The Service Quality Metrics (SQMs) are a jointly agreed set of indicators used to measure the performance of key airport processes and the passenger experience at Schiphol.
The framework was developed through a collaborative process involving Schiphol, BARIN, IATA, SAOC and several airline representatives. Together, the partners established 21 metrics.
The SQMs create a shared fact base that helps all parties monitor results, analyse trends, and jointly identify opportunities for improvement.
The complete SQM framework, including all metric definitions, methodologies, and governance arrangements, is available in the SQM document.
Please note that this document is password protected and can only be opened with a valid password. If you would like to receive access to the document, please contact your Customer Support Manager or email customersupport@schiphol.nl.
The SQM framework is not a one-time measurement exercise. Throughout the year, Schiphol and airline representatives review performance results, discuss trends, and identify improvement opportunities.
A structured governance process supports continuous improvement through:
This ensures that the SQMs remain relevant and continue to support the shared objectives of Schiphol and its airline partners.
For more information about the Service Quality Metrics framework, please contact your Customer Support Manager at Schiphol or email customersupport@schiphol.nl.