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Customer Service Action Council (CSAC)

Customer Service Action Council (CSAC)


Providing your best airport experience.

Brand Promise 

MSP Nice, one experience at a time.


The Metropolitan Airports Commission (MAC) welcomes you to the Minneapolis-St. Paul International Airport (MSP) community. We trust you will be an active contributor in our vision - Providing your best airport experience.

In 1999, the MAC created the Customer Service Action Council (CSAC) in response to a State of Minnesota “Quality” initiative and charged the Council with leadership of its strategic effort to provide world-class, customer-oriented air transportation services at MSP.

Roy Fuhrmann, Chief Operating Officer of the MAC, is the council's chair. Membership includes representatives of the MAC, airlines, tenants, vendors, and other customer-facing services. We invite you to send representatives to our monthly meetings. 

There are several CSAC Committees and Teams. View a listing of committees/teams and contacts for each. 

CSAC Customer Service Initiatives

CSAC initiatives focus on developing the customer service culture, improving airport services, recognizing and motivating front-line service personnel, soliciting customer feedback, and measuring perceptions. They include:

  • Employee motivation/recognition programs:

    MSP Nice Award: This program specifically recognizes any MSP employee, regardless of their employer, who receives a written compliment from a member of the traveling public demonstrating the MSP Airport Customer Service Standards. The employee is presented with a certificate, recognition pin, and a $25 Visa gift card. These award winners are also invited to the MSP Nice Celebration - an exclusive party for all MSP Nice Award winners in the previous year.

    MSP Nice Card: CSAC has created the program, which allows managers to recognize employees, across entities, whenever they witness customer service excellence. On the spot, they can present employees with an MSP Nice card. The MSP Nice card has multiple airport locations where complimentary beverages and snacks can be obtained, please refer to the card for more details. A supply of cards can be obtained at the monthly CSAC meetings.

  • Participate in the Airports Council International’s “Airport Service Quality” (ASQ) Survey Program. The ASQ program surveys customers at more than 220 airports worldwide each month and publishes its findings quarterly and annually, regarding the traveling public’s perception of satisfaction with those airports. MAC/CSAC utilizes the ASQ survey findings as its “big picture” performance measurement tool.
  • Maintains the “MAC Compliments & Complaints Database” as a means for customers to provide direct feedback. Complaints and compliments are collected on an ongoing basis via several methods, including in-terminal comment cards, contact forms on MSP websites, telephone conversations and written letters. Comments are distributed to the appropriate organization for a response and appropriate action, and are reviewed at CSAC’s monthly meetings.
  • Maintains a “Travelers Assistance Compliments & Complaints Database” as a means for customers to provide direct feedback through our airport volunteers. Compliments and complaints are collected daily from each Airport Foundation helpdesk. This program provides additional insights which may not have been identified from other resources.  Results are reported at CSAC’s monthly meetings. 
  • Airport Customer Service Hero - this award is presented annually to the employee or volunteer who best exemplifies our customer service standards.  The award includes a trophy, public recognition within MSP Airport and a check for $1,000. The award is open to all employees and volunteers at the MAC’s seven airports; Minneapolis-St. Paul International Airport, Anoka County Airport, Airlake Airport, Crystal Airport, Flying Cloud Airport, Lake Elmo Airport, and St. Paul Downtown Airport.

CSAC Contacts

If you have questions about CSAC please contact:

CSAC Chair - Roy Fuhrmann, Chief Operating OfficerMetropolitan Airports Commission

Phone: 612-726-8134


Steve Gentry, Customer Research Analyst, Metropolitan Airports Commission

Phone: 612-467-0888


Katlyn Schenck, Customer Programs Specialist, Metropolitan Airports Commission

Phone: 612-726-5574