Travel retail specialist agency 2.0 & Partners is carrying out a bespoke Strategic Mystery Shopping service at Naples Airport to help ‘ensure shopper satisfaction is maximised’.

The company has joined forces with the Italy hub with the aim of elevating the in-airport journey for travellers with ‘a fully tailored, holistic and seamless experience’.

Under the new partnership, Naples Airport will introduce 2.0 & Partners’ in-store and on-site analysis service, which has been specifically designed to meet the needs of shoppers in travel retail.

A hand-picked team from the agency will be deployed to carry out regular evaluations, which will help the airport to ‘fine tune’ its service and ensure it is tailored to the specific demands of the airport’s demographic of travellers and shoppers.

“Research from ACI has shown that an increase of 1% in shopper satisfaction leads to a 1.5% increase in non-aeronautical revenue, so it has never been more important to ensure that you are getting everything exactly right,” said Erika Giannini, Head of Strategic Mystery Shopping Italy at 2.0 & Partners.

“Our Strategic Mystery Shopping Service ensures that from the moment travellers arrive in the airport, they are receiving an experience which is tailored, not just to the travelling shopper, but to your specific travelling shoppers.

“We are delighted to be working with Naples Airport and I am looking forward to the excellence we can help to deliver there.”

Agency analysts are selected to reflect the specific passenger mix and ‘walk in the shoes’ of the airport’s shoppers in order to deliver actionable and in-depth insights for retailers and landlords.

The final reports, delivered to clients through a bespoke portal, cover everything from the cultural requirements of high-spending demographics to dwell time, and pinpoint areas for improvement.

As a result, users have full access to comprehensive insights complete with ‘in-depth explanations and clear, unbiased feedback’ that can be utilised to help drive performance.