airport service quality

© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 1

Airport Service QualityDepartures Main Programme

FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY


Table of Content

1Introduction to the ASQ Departures Survey 4

Main programme annual cycle

Three components

Overview of the data collection process

5

6

7

2Fieldwork Preparation 8

Fieldwork agent – profile

ASQ Departures questionnaires

Sample plan review

Planning the timeline

9

10

11

13

3

Fieldwork Guidelines 14

When?

Who/where?

How?

After data collection

Summary of Dos and DONTs

15

16

24

29

32

4

Sample Plan Management Tool (SPMT) 33

Login

Targets page

Capacity page

Manage page

Shipment page

Summary page

Compliance page

User page

Info page

Edits page

Help and logout page

34

35

43

45

46

47

48

49

50

54

55


Table of Content

5

ASQ Quality Control Process 56

Roadmap and funnel process

Audit results communication

Quality control funnel: level 1



57

59

60

67

69

6ASQ Awards Eligibility Criteria 71

Eligibility criteria 72


Section 1: Introduction to the ASQ Departures Survey

Programme provides the research tools and management

information to better understand passengers’ views and what they

want from an airport’s products and services


Legend

Green Fieldwork Preparation: questionnaires (language, printing…), sample plan, etc.

Orange Fieldwork: data collection on site according to the sample plan

Red Questionnaires Return: ALL must be received by the 14th of the third month

Yellow Deliverables: quarterly database and reports released


Results

Guidelines

Survey

To collect the passengers’ views with respect

to airport’s products and services while their

experience is still fresh in their mind.

To evaluate passenger satisfaction and compare

progress with other participating airports

(Benchmarking tool, Awards)

Provide procedures, steps and tool

to ensure that each member part of

the programme is following the same

rigorous process

(Before-During-After of data

collection)

Three key components composing the ASQ departures programme

ASQ Departures SurveyThree components


Paper Questionnaires

Quarter specific questionnaires are printed and shipped by ACI’s authorized subcontractor to the participating airports. Fieldwork staff to use blank questionnaire for data collection.

Sample Plan

Quarterly targets are populated for each airport based on airline-destination pairs operating at airport. Fieldwork staff shall collect adhering to target totals.

Data Collection

Data collection shall follow ACI fieldwork guidelines.

Return

Deadline

Questionnaires shall be returned for scanning and analysis purposes within quarterly deadlines.

Please note that the schedule, location, and other details of the fieldwork shall be kept confidential in order to ensure that behavioral bias from airport staff is not introduced.

*The current minimum number of completed questionnaires per quarter is 350.

Quality

Control

Participating airports are subject to

receive off site and on site audits.

ASQ Departures SurveyOverview of the data collection process


Section 2: Fieldwork Preparation

Key checks before data collection


fluent in the main local language.

have upper-intermediate knowledge of English.

have previous experience in questionnaire collection and management.

have outstanding communication skills.

follow smart casual dress code or be wearing the participating airport’s uniform.

carry a visible airport identification card.

Selecting Fieldwork Agents who are..

Fieldwork AgentProfile


ASQ Departures QuestionnairesSelecting the languages

The ASQ Departures questionnaire is available in 47 languages

Albanian Arabic Basque Burmese

Catalan Chinese Simplified Chinese Traditional Croatian

Czech Danish Dutch English

Estonian Farsi Finnish French

Galician German Georgian (new) Greek

Hebrew Hindi Hungarian Icelandic

Indonesian Italian Japanese Korean

Latvian Lithuanian Macedonian Malay

Malayalam (new) Maltese Norwegian Polish

Portuguese Portuguese Brazilian Romanian Russian

Spanish Swedish Tamil (new) Thai

Turkish Urdu (new) Vietnamese (new)

Changing the language split of an airport’s questionnaires (for the upcoming quarter) and ordering

additional questionnaires (for the current quarter) can be done on the “Info” page of the SPMT

(Sample Plan Management Tool).


Sample plan outlines airline-destination pairs (IATA codes) to be surveyed and respective

quotas.

Sample plan is created by ACI before every quarter and available in (Sample plan

management tool) SPMT.

ACI obtains airport specific flight status to create sample plans from OAG World Directs

database.(OAG is able to provide ~95% of world flight statuses and extracted each quarter)

Sample plan covers all three months of the quarter and all operating day and hours at the

airport.

Sample plans are split per traffic type (Domestic, International (incl. Charters / Transborders)

Representative sample of all departures at participating airports

during the quarter is called

Sample plan

Sample Plan for DeparturesReview Quarterly Targets (1/2)


If passengers cannot disembark at first stop

because it is a technical stop. Sample plan

considers next stop where passenger disembark.

Departure

First stop

(technical stop)

First stop(not technical)

The destination nomenclature used in the sample plan has been set to use

first stop.

Departure

First stop/Final destination

Departure

First stop

Final destination

Destination on sample plan refers to first

stop where passenger disembark.

***Review sample plan targets before starting fieldwork***

Sample Plan for DeparturesReview Quarterly Targets (2/2)


Data collection starts on the first day of the quarter (questionnaires completed before the start

of a quarter will not be accepted for the new quarter).

The fieldwork shall be conducted evenly over all three months of a given quarter. Ideally, one

third of the airport’s interviews are collected per month. Due to the fact that the last month of the

quarter is cut short by the quarterly deadline , it is acceptable to collect 15% of the sample size in

the third month only.

There is a minimum of two days of fieldwork per month, and a minimum of seven days for the

whole quarter.

Every day of the week, from Monday to Sunday, shall be surveyed (at least one Monday,

Tuesday, …) during each quarter. Over the period of a quarter, on each of the seven weekdays,

at least 30 questionnaires have to be conducted.

The fieldwork will cover operating hours of the airport to maximize the heterogeneity of departing

passengers and replicate the true distribution of departing passengers at any given airport.

Distribute no more than 10 surveys per single gate visit(If more than 10 as target, airports shall plan

multiple visits).

Plan quarterly fieldwork to fulfil sampling requirements

Planning the FieldworkData collection timeline


Section 3: Fieldwork Guidelines

Four key questions regarding data collection

HowWhereWhoWhen


arrive at the gate for a selected flight at least:

▪ 30 minutes before the announced boarding time for narrow body flights (<230 seats);

▪ 45 minutes before the announced boarding time for wide body flights.

space the distribution of questionnaires over the entire available waiting time before boarding

▪ to include in the sample those travellers who usually arrive at the gate early

▪ to include travellers that arrive at a time closer to the boarding call (e.g., passengers

spending time in business lounges).

Fieldwork agents shall :

When?Arrival at the gate


Field agents shall randomly select passengers

Select a broad range of diverse passengers and avoid interviewing more than one person

in a group traveling together(family, friends, etc)

Two techniques used to ensure randomizing passenger section

1. Approaching every Xth passenger, taking into account that all parts of the gate area

need to be covered.

2. Identifying the seating area allocated to the gate studied; delimit the area with a

rectangle; follow the rules of thumb indicated in the pages that follow for gate samples

between 4 and 10 questionnaires.

Who / Where?Randomized selection (1/8)


BOARDING GATE

4 questionnaires per gate visit – aim to distribute a questionnaire to one passenger close

to the center of each of the 4 circles indicated below:

EBT - 37’

EBT - 20’

EBT - 45’

EBT - 29’





EBT - 38’

EBT - 19’

EBT - 25’

EBT - 45’

EBT - 32’





EBT - 40’

EBT - 18’

EBT - 29’

EBT - 45’

EBT - 34’ EBT - 23’



7 questionnaires per gate visit – aim to distribute a questionnaire to one passenger close to

the center of each of the 7 circles indicated below:

EBT - 36’

EBT - 17’

EBT - 40’ EBT - 45’

EBT - 31’ EBT - 26’ EBT - 21’





EBT - 37’

EBT - 16’

EBT - 20’

EBT - 45’EBT - 33’ EBT - 24’

EBT - 41’

EBT - 29’



9 questionnaires per gate visit – aim to distribute a questionnaire to one

passenger close to the center of each of the 9 circles indicated below:

EBT - 30’

EBT - 16’

EBT - 23’

EBT - 45’

EBT - 27’

EBT - 38’

EBT - 19’

EBT - 34’

EBT - 41’



10 questionnaires per gate visit – aim to distribute a questionnaire to one passenger close to

the center of each of the 10 circles indicated below:

EBT - 29’

EBT - 15’EBT - 22’

EBT - 45’

EBT - 25’

EBT - 35’

EBT - 19’

EBT - 32’ EBT - 38’

EBT - 42’



Fieldwork agents shall:

introduce the questionnaire to the passengers with a neutral, clear statement, for example:

offer to the passenger the different language versions available; the objective here is to provide

the questionnaire version that most appropriately addresses the linguistic needs of the passenger;

questionnaires in the local languages, the language of the flight’s destination and in English are the

basic requirement.

provide pens – not pencils – to the passengers to fill out the questionnaires. These pens shall be

basic in nature in order not to introduce bias.

stay in the departure area while the passengers are filling out the questionnaires in order to be

available for passengers’ questions. If the passenger is unclear about the meaning of an item –

specifically regarding the service related items in Q7 and Q10 – the agents should not try to explain

the meaning of the question or the item; it is the passenger’s understanding that is relevant.

“Would you mind taking some time to fill out a brief questionnaire that [this airport] is conducting? Please hand it back to me before departing. Thank you.”

How?Data collection


Fieldwork agents are not allowed to:

provide incentives to encourage passengers to participate in the ASQ survey.

A small gift could be given (e.g., leaving a basic pen to the passenger) under the following

conditions:

• The agents cannot mention this gift before the passenger has completed the questionnaire.

• The gift has a value equivalent of $1 USD or less.

• The gift is given after the passenger has completed the questionnaire.

complete the ASQ Questionnaire on behalf of the passengers: all questions, including the

flight information section (questions 1 and 3) must be self-completed by the passenger at the

gate before boarding. It is not an interview.

influence passengers’ responses and scores in any way.

have more than two fieldwork agents distributing the ASQ questionnaires to passengers per

single gate visit

How?Data collection


If many questions are not answered (e.g. because the passenger has overlooked the

inner part of the ASQ questionnaire, pages 2 and 3),

• the fieldwork agent shall ask the passenger again to complete these pages.

• in case the passenger refuses to further complete the questionnaire, the fieldwork agent

shall write “VOID” on the first page in large letters,

• voided questionnaires shall be marked clearly as such by writing “VOID” with a red pen

across the first page of the questionnaire:

• In no case should the agent complete the questionnaire with or for the passenger

(including the flight information section*).

Fieldwork agents shall check questionnaires after collecting for

completeness and accuracy of flight information

How?Check the questionnaire completion (1/2)


If the passenger has written an airline name, letter code, departure(date/time)

or destination incorrectly, correct with a red pen as below.

Apart from the flight information, it is not allowed to correct any other passengers’

answers or scores.

How?Check the questionnaire completion (2/2)

If there is not enough space inside the text box, make the correction below the box.


Fieldwork agents shall complete the interviewer section at the end of page 4 of the

questionnaire, using block capital letters

How?Finalize the questionnaire


Completed questionnaires shall be returned at least twice per season to TNS.

If some information is missing on questionnaires, they shall still be returned; rejection

scores will be applied. Based on this, the further proceeding regarding a questionnaire

will be decided on.

Participating airports shall ensure that TNS receives all questionnaires before the

season deadlines published by ACI every year. Only those questionnaires that are

received before the season deadlines will be included in the reports and data sets.

Shipping address:

TNS CANADA LTD2 Bloor Street East

Suite 800Toronto, ONM4W 3H8CANADA

Attn.: Janice Bonner (t. 416-250-4215)

Please note that in cases where the number of completed questionnaires sent back exceeds the season sample size

by more than 50, a random selection of questionnaires will be used for analysis only, and the difference to the subscribed

number of questionnaires might be deleted.

If you intend to increase the sample size for your airport on a regular basis, please contact the ACI ASQ team for a quote.

After Data CollectionReturning completed questionnaires (1/2)


If multiple airports’ questionnaires shipped within the same box

1- Separate airports questionnaires into separate closed basic Kraft envelops or closed plastic bags inside the main box.

2- Use a folder wrapped around each airports’ questionnaires with multiple elastics to keep each folder closed during the

shipping or use plastic wrap as we are doing when shipping blank questionnaires.

Use international express courier companies only (Fedex, DHL, UPS, etc). Local post/mail

express services cannot be tracked outside of the country, and the transition with Post Canada is not

efficient enough to guarantee an on-time delivery of the shipments.

Make sure you use couriers that give you the option to track your parcel to its final destination

(TNS Canada).

When filling the waybill, mark the shipment as “Documents”, and do not indicate any value to

avoid customs fees and delays.

Make sure to use “Express/Urgent/Over-night” service when shipping your questionnaires.

Complete the “Shipments” page on the SPMT with the tracking number, the courier company

name and the number of questionnaires in the parcel. TNS is updating this page with the information

about received questionnaires.

Track your own shipments and advise us if there is any issue with the shipment by sending an

email to [email protected].

After Data CollectionReturning completed questionnaires (2/2)

http://tracking.tns-cf.com/ASQSampleManagement/Login.aspx?t=1

mailto:[email protected]


Unused questionnaires received for a specific quarter cannot be used for different

quarters. If they are used, they will be rejected (like photocopies of the ASQ questionnaire).

Unused and voided questionnaires shall be kept by the airport for a period of one year

after the end of each quarter, with the exception shown in the paragraph below. After this

period, these questionnaires shall be destroyed.

Participating airports with global ranking from 1 to 25 in the previous quarter

“year-to-date” of “Overall Satisfaction” shall send all unused and voided

questionnaires to ACI or its authorized subcontractor.

Other participating airports may be requested to send unused and voided

questionnaires to ACI or its authorized subcontractor for quality control purposes.

What to do with unused and voided questionnaires

After Data CollectionUnused questionnaire management


Fieldwork agent: requirements

• Fluent in local language

• Upper-intermediate knowledge of English

• Smart casual dress code or airport’s uniform

• Visible airport ID pass

Time related aspects

• Arrive at the gate in time (narrow body flights: 30 and wide body flights: / 45 minutes before boarding)

• Distribute questionnaires evenly over time

• Before boarding, collect the number of questionnaires according to your sample plan (and never collect more than 10 questionnaires per gate visit)

Random selection of participants

• Distribute the questionnaires to a broad range of passengers

• Avoid distributing two (or more) questionnaires to passengers travelling together

Neutral attitude

• Introduce the survey in a neutral way

• Avoid any coaching of / influence on the passenger

• Don’t conduct an interview, the ASQ questionnaire is self-completed by the passenger

• Don’t provide gifts to the participants

• Respect the maximum of 2 fieldwork agents per gate visit

Support activities

• Provide the questionnaire in the language needed by the passenger

• Provide pens (not pencils) to the participants

• Be available for clarification

Final check of every

questionnaire

• Check for missing information (e.g., has the passenger completed the interior pages of the ASQ questionnaire?)

• Flight information: Check for missing information (and correct information if necessary)

• Complete the interviewer section of the questionnaire

• Mark voided questionnaires clearly

Please note that this is a summary. ALL fieldwork rules and guidelines have to be applied.

DOs and DONTsFieldwork summary


Section 4: Sample Plan Management Tool (SPMT)

User friendly tool to access/manage and track

fieldwork


Secure login: Each user requires unique login credentials

Login Page:

To access pages Targets, Capacity, Shipment, Summary, Manage, Users, info, Help, Edit, Logout

ACI can display important programme reminders

Users:

Two type of access: Administrator and Field agent (can only access Manage, Shipment, Help pages)

https://tracking.tns-cf.com/ASQSampleManagement/Login.aspx

SPMTLogin

https://tracking.tns-cf.com/ASQSampleManagement/Login.aspx


Targets Page: Access/view your sample plan, Modify your targets,

Export your sample plan to Excel

Filters

Functions InfoDownload Targets

Sample plan provides quarterly

targets for each airport

Targets PageSample plan

Airport Day/Time flight

distribution


Sample plan is based on OAG Direct flightsdata.

The target is calculated based on theoretical number of seats for each

“airline / destination per traffic type

The target is referred to as the “Original ”

Airline are listed in columns and destinationin rows

A representative sample of departing traffic split by airline/destination pairs

Targets PageSample plan variables


Original targets for each airline and destination pair is combined to calculate

“Total Original”

Targets PageTotal variable


Modified refers to changed original target due to reallocation

If no value is entered in the modified cell, the quota will remain the same as original target

The completion rate is calculated by dividing modified/original.

Any airport shall aim to obtain completion rates of 100%, the number will be displayed in red font-color if at least 85% is not achieved.

***No questionnaires can be created or deleted, only reallocated. ***

Targets PageSample plan modified


Where is the Sample

plan?

•Sample plan found on the Targets Page of the SPMT Link

Is quarterly sample

representative of traffic?

• Review Sample Plan forNew airline(s)

New destination(s)

Change(s) in route

Charter flights

Change in number of seats per quarter

Destination(s) cancelled

Airline(s) not operating

What to do if sample

needs modification?

•Perform one of two type of changes to sample plan (More info on next slide)

Targets PageYour sample plan may require modifications


When

• Any time in the season

(Only applicable when airline-destination quotas are less than 4 questionnaires but ensure the ccompletion rate for airline and destination total shall be equal to or greater than 85%)

Who• Completed by airport

• ACI will not need to approve these changes

Where • “Targets page” in SPMT

Why

• Airline(s) cancelled, airlines/destinations cancelled or changes number of seats

When

• Before starting fieldwork or early as possible during the season

Who

• Requested by airport

• Reviewed by ACI

• Sample plan recalculated by research supplier

Where

• “Capacity page” in SPMT

Why

Airline(s) cancelled, airlines/destinations cancelled or changes number of seats, new airline/destination pair

Reallocation

Recalculation

Two type of modifications

Targets PageSample plan: types of modifications


Targets PageReallocation (1/2)

1. Reallocation only applicable to airline/destination pairs with less than 4 questionnaires

2. User can reallocate to

-same destination but different airline(move horizontally)

-same airline flying to another destination(move vertically)

3. Completion rates for each “airline-destination” combination, airline total, destination total shall be equal to or greater than 85% per season when reallocating.

4. If airlines or destination totals are less than 4 questionnaires, exempt from 85% criteria.

4 Rules Step by step guide to reallocation

Yes

Yes

YesYes

Yes

Yes

No

No

No

Yes


When “airline-destination” combination, airline total, destination total

shall be equal to or greater than 85% per quarter.

reallocate to same destination but different airline(move horizontally) but in case total of airline ≤ 85% which is not compliant

same airline flying to another destination(move vertically but in case total of airline ≥85% which is compliant

Targets PageReallocation (2/2)


Airports submits recalculation

change

ACI reviews request

Airport receives result of ACI

review

Sample plan recalculated

New sample plan in SPMT

Airport receives e-mail

notification

Follow instructions to submit recalculation request

Press submit once all request have been added

Fill in detail related to change request

**Once the request is submitted, To add a new request ACI/TNS has to address/close the current request**

Capacity PageProcess Overview


Enter the IATA 2-letter code for the CarrierIATA 3-letter code for Airport Destination

To ADD a flight that was not in the original Sample Plan, enter the seat capacity for the whole

quarter.

1- Select traffic and change

Type

A- Select the traffic type

B- Choose change type

2- Fill relevant information depending on

the type of change

C- IATA carrier(airline)

D- IATA Destination code

E- Seat capacity(Total for quarter)

F- New IATA carrier Code

3-Supporting info/Confirmation

G- Airport comment supporting change

request

H- To save change request and submit

additional changes

J- Submit change request (The status

will then be “Under review by ACI”.)

Follow instructions to submit change request

Capacity PageRequest submission


Update the number of completed questionnaires collected

Type in the boxes the number of questionnaires completed. Updates are incremental; the “agent” has to fill in the number of new

questionnaires completed since its previous update.

Fieldwork agents know the targeted number of questionnaires to be collected. They can also see the original one.

By clicking on the Completion Rates are displayed for

each pair. When completion rates are less than 85%, numbers will be in red.

COMPLETION %

In case of errors, the number of completed questionnaires could be decreased by entering a negative number.

**Changes made on targets pages will automatically reflected on “Manage page”**

Monitor the fieldwork progression and completion rates

Manage PageOverview


ADD

Tracking of all returned batches of completed questionnaires

Enter shipment details request and click on to save the information

Shipment PageOverview


Compare quarterly airports Completion rates and Rejection rates

**Changes made on manage page will automatically reflected on “Summary” during the quarter and final numbers updated when quarterly results are released**

Summary PageOverview


Measures airport’s quarterly compliance level to

sample plan and fieldwork guidelines

Compliance PageOverview


Enter a usernameUsernames are unique,

you cannot use one that is already used by one of

the other ASQ participating airports.

Select a roleField agent or

Admin

Enter an emailThe SPMT will NOT send

the login/password to the user

Add/create the new user

Edit user info: ✓ edit the Password ✓ edit the Role ✓ edit the Email✓ delete a profile

Create users profile and modify user passwords

Enter passwordDo not share with

other users

User PageOverview


© 2016 ACI

Shipping Address used to

• enter airport address to receive questionnaires

Custom Panel used for

• benchmarking purposes on the Reporting Portal

and the Quarterly PowerPoint Reports.

Questionnaire Language used for

• change language split for next quarter and

request additional forms during the current

quarter

Shipping address/custom panel/questionnaires language

Click on Edit to review the

information

Info PageOverview (1/4)


Shipping Address for the blank questionnaires delivery:

limited by 35 characters

limited by 2 characters

limited by 15 characters + 6 for extension

Provide accurate contact information, especially a phone number that will not go to an automatic voicemail

Number of characters are limited, avoid accents.

The Shipping address changes need to be done maximum 4 weeks before the beginning of the following quarter.(refer to Main Programme-Key dates 2018 under “Help” page of SPMT for deadlines)

Before leaving, click on

Info PageShipping address (2/4)


Select all participating airports to be used for benchmarking purposes

on the Reporting Portal and the Quarterly PowerPoint Reports.

The maximum number of airports is 50(including own airport) that can be selected in custom panel.

The Panel changes need to be done maximum 3 weeks before the beginning of a quarter to be considered for this quarter. (refer to Main Programme-Key dates 2018 under “Help” page of SPMT for deadlines)


Info PageCustom panel (3/4)


Change language split for next quarter and request additional

forms during the current quarter

Quantity of questionnaires

received for the previous

quarter.

Quantity of questionnaires required for the following Quarter.

Quantity of additional questionnaires required during the current Quarter.


Ensure to make request within quarterly deadlines. (refer to Main Programme-Key dates 2018 under “Help” page of SPMT for deadlines)

Total questionnaires (original + requested) should be between 20% and 30% more than your

Sample Size

Info PageQuestionnaire language (4/4)


Edits PageOverview

If you have specific requirements at your airport and certain questions on ASQ

questionnaires does not apply-Use Edit Page

Specify the question that needs to be edited during ACI data processing and provide reason(no changes need to be made to the physical copies of questionnaires)

Categories on Edit Page

Traffic

Connecting Flights

Airlines

Access

Passport/Personal ID

Control

Airport Facilities

Arrivals

Other

Airports submits Edit

request

ACI reviews request

Airport receives

review results

Editing rule applied if accepted


The system automatically logs you out without saving any changes after 25 minutes of inactivity

Help page: Contact and programme information available

Logout page: Used to exit SPMT tool

Help and Logout PageOverview


Section 5: ASQ Quality Control Process

Mission:

“ACI… promotes professional excellence in airport management and operations.”


2.Sampling

Distribution: Verify data collection follows distribution over month, day, time rules

1. Compliance

Dashboard:Verify sample plan compliance

4.Quality of

Questionnaires: Verify if agents complete a final check of questionnaires

6.Return Questionnaires:

Verify timely reception of voids/blank upon ACI request)

3.Demographics:

Verify data collection is randomized(passenger profile)

5.Score Fluctuation:

Verify significant score increase

7.Visual Inspection:

Verify questionnaires completed by unique respondents

Quality checkpoints mirror each step of fieldwork

Quality ControlRoadmap


SamplingDistribution

DemographicsSample plan compliance

Quality of Questionnaires

Leve

l 1

Score Fluctuation

Return unusedQuestionnaires

VisualInspectionLe

vel 2

On site AuditLeve

l 3

LARGE SELECTION OF AIRPORTS

LIMITED NUMBER OF AIRPORTS

ALL AIRPORTS

Level 1 and Level 2

correspond to remote audit

which complemented by

Level 3 on site evaluation.

Quality ControlFunnel process


Audit results and eligibility status available in Reporting portal

File name: Quality Hub

Audit ResultsCommunication


A completion rate is the proportion of completed questionnaires against the original sample plan target.

▪ Any airport shall aim to obtain completion rates of 100% per traffic type (domestic and international).

▪ The assessment of the completion rates of each airport will be shared with other participating airports

at the end of each quarter.

Completion rate based on “airline-destination” combination pairs:

▪ While any airport shall aim to obtain completion rates of 100%, tolerance levels are as follows: The completion rate of the collected sample of “airline-destination” pairs shall be at least 85% of the original sample plan for each quarter.

▪ For quality control purposes and to ensure the airports’ compliance with the original sample plan, the completion rate of the “airline-destination” combinations will be calculated by dividing the actual number of the completed questionnaires by the original number of questionnaires from the sample plan.

▪ Completion rates for each “airline-destination” combination and “airline-destination” totals shall be equal to or greater than 85% per quarter, with the exception of the combinations and totals with less than 4 questionnaires.

Quality Control Funnel: Level 1Sample pan compliance


Overall Quantitative Performance of the fieldwork:

Maximum score of 2523 to 2520 to 23<20

Dashboard populated quarterly for each participant. Available in SPMT.

Quality Control Funnel: Level 1Compliance dashboard (1/4)


Rule : To respect the Sample Plan and collect the requested number of questionnaires by traffic type.

This section recaps if all questionnaires were collected, overall, by traffic type and for each airline and destination with 4 questionnaires or more. The completion rate is based on the actual number of collected questionnaires

against the number of questionnaires to be collected for each type of traffic, by airline and destination.

For each indicator: >95% : score=290% to 95% : score=1<90% : score=0

1

2

1

2

The objective was to collect 2779 questionnaires for the International traffic type, 2785 questionnaires were collected. This represents a completion rates of 100.2%

Taking into consideration all destinations with 4 or more questionnaires to be collected, the original target was 2921 questionnaires, 2929 questionnaires were collected. This represents a completion rates of 100.3%

3

3 The excel file list all Airlines (A), Destinations (B) and Combinations (C) with 4 questionnaires or more to be collected.



Rule : To achieve a 85% completion rate when 4 or more questionnaires have to be collected.

This section recaps if your airport has reached the minimum of 85% of questionnaires to be collected for the Airlines, the Destinations and for each Combinations Airline-Destination with 4 questionnaires or more.

1

23

4

1

2

3

4

136 Destinations have 4 questionnaires or more to be collected. The minimum completion rate to achieve for those 136 destinations is 85%, for 132 destinations (97.1%) the final completion rate was 85% or more.

222 Combinations Airline-Destination have 4 questionnaires or more to be collected. The minimum completion rate to achieve for those 222 Combinations is 85%, for 213 Combinations (95.9%) the final completion rate was 85% or more.

For the remaining combinations that have not reached the 85% (9=222-213), ACI will consider as well if one of the totals Airline or Destination have 4 questionnaires or more collected. In this example, at least one total from these Combinations achieved a completion rate at 85%.

The final % of compliance is 100%

For each indicator: >95% : score=290% to 95% : score=1<90% : score=0



Rule: The data collection shall cover evenly every month of the quarter, all days of the week, all operating hours.

<10% : score=210% to 15% : score=1Difference >15% : score=0

Months= 3: score=1Months< 3: score=0

10 or less questionnaires: >95%: score=210-15 questionnaires: 1 to less than 5% : score=115 questionnaires or more >1%: score=0

1

1 Based on the World Direct Flight OAG Database, filtered on the same flights as the ones listed on the Sample Plan.

Rule : A maximum of 10 questionnaires must be collected per gate visit.



Demographics

To analyze sudden gaps in distribution versus the previous scores for this category

Non-compliant result is given if significant/unexplainable changes in demographics is observed and

proven to be due error in sampling.

Sampling Distribution

Questionnaires collection is verified for compliance to distribution criteria stated on p.13 respecting

month, day, and total quota.

Non-compliant result is given if distribution guidelines are not respected in one or more quarter.

Quality Control Funnel: Level 1Sampling and demographics


Quality of questionnaires

ACI verifies the number and percentage of completed quarterly questionnaires received

with errors in flight information

Time not entered in 24h format

Incorrect dates with month/day switched or not entered

Incorrect destinations or omitted.

Inconclusive Destination: More than 1 airport exists for this destination

Compliance is measured on a quarterly basis to verify fieldwork teams at airport are reviewing and correcting (not pre-filling) flight information Question1/3 when necessary.

When How

To Correct

Quality Control Funnel: Level 1Quality of questionnaires


Score Fluctuation


VisualInspectionLe

vel 2

Score Fluctuation

ACI verifies if an airports score increased significantly increase in comparison to previous quarter or same

quarter previous year.

Compliance not measured on this variable but ACI reviews factors contributed to overall score increase

based on the Airports’ feedback and review of the historical data.

Used to screen airports for visual inspection and request to return unused questionnaires.

Return Unused Questionnaires

ACI verifies that no questionnaire selection has been done based by accounting for all printed blank

questionnaires. The Selected and top 25 YTD ranking airports shall return all printed questionnaires

including blank/voided.

Non-compliant finding is given if 99% printed quarter questionnaires not returned.

Quality Control Funnel: Level 2Score fluctuation and unused questionnaires


Visual inspection

ACI reviews the handwriting on the completed paper questionnaires collected during the quarter for

selected airports.

Non-compliant result is given if airport questionnaires were found to have been completed, totally or partially, by

the same person(s) and not by unique respondents.

The ASQ questionnaire has to be self-completed by the passenger. Fieldwork agents cannot complete or pre-fill any of the 18 questions(also including flight information, connect and demographics questions on behalf of a passenger.

Only the (Interviewer section) at the bottom of the page 4, has to be completed by the fieldwork agent.

Quality Control Funnel: Level 2Visual inspection

Score Fluctuation


VisualInspectionLe

vel 2


The scope is to assess airports’ compliance to ASQ fieldwork guideline during normal data collection at the airport.

On site audits are required to be conducted during normal airport operations

During the audit visit, the fieldwork staff will follow the same process as the one followed normally during ASQ sample fieldwork

Auditors(third party) will only observe, and will not tell the fieldwork staff what to do.

Fieldwork staff and airport staff are required to act exactly like if the auditors were not there.

On site audit procedure

Quality Control Funnel: Level 3On site evaluation (1/2)


On-site Evaluation Definitions

Minor Fail: Deviation from fieldwork guidelines

Major Fail : A major fail is highly unusual and will include aggressive or intimidating behaviour towards a

Passenger (or Auditor), blatantly amending passenger scores, completing questionnaires on behalf of

passengers and/or disposing of completed questionnaires.

3 Minor fails or 1 Major fail results in a Failed audit.

Less than 3 minor fails or 0 major fail is a PASS result.

Quality Control Funnel: Level 3On site evaluation (2/2)


Section 6: ASQ Awards Eligibility Criteria

The prestigious annual ACI Airport Service Quality (ASQ) Awards are presented

to the top performing airports around the world, who partake in the

ASQ main type survey programme.


To be eligible for an ACI ASQ award, airport shall

1-Complete full calendar year of participation

2-Comply fully with the Fieldwork Guide and Schedules

Complying with fieldwork guidelines will enable airports to satisfy at least the

minimum eligibility criteria stated in this section on the quarterly basis

for awards

*Additional award details and examples regarding eligibility criteria can be found in the document ACI_ASQ Awards-Eligibility criteria

under the “Help” page of SPMT*

Criteria A- Self-completed criterion

Submitted ASQ questionnaires that have been self-completed by the passenger. In the event of a visual

inspection, no submitted questionnaire must present clear evidence of non-compliance to the self-

completion rule (e.g. of clear evidence: all questions filled by the agent, second ticking in rated

items/questionnaires etc.).

ASQ AwardsEligibility criteria (1/5)


Criteria B- Minimum of 2 days per month criterion

Airport shall have distributed their fieldwork evenly over all three (3) months of a given quarter and have

surveyed a minimum of two (2) days each month of each quarter.

Criteria C- 10 questionnaires or less collected per gate visit criterion

Airport shall have collected a maximum of ten (10) questionnaires per gate visit.

TOLERANCE:

The equivalent of 5% of the total gate visits where more than ten (10) questionnaires were collected will be

tolerated.

Distribution Criteria



Criteria D- 100% completion per traffic type criterion

Airport shall have obtained a completion rate (proportion of completed questionnaire against the original

target) of 100%, per traffic type (domestic and international).

TOLERANCE:

A completion rate of 95%, per traffic type (domestic and international) will be tolerated. If a traffic type

(domestic or international) accounts for ≤ 5 % of sample size, the requirement of 95% completion rate per

traffic type will not apply.

Criteria E- 7 weekdays criterion

Airport shall have distributed their fieldwork evenly over all three (3) months of a given quarter and have

surveyed at least once during the quarter, each day of the week (from Monday to Sunday) and collected at

least 30 questionnaires on each of the seven (7) days.

Distribution Criteria



Criteria F- Distribution of the sampling criterion

Airport shall have distributed their fieldwork evenly over all three (3) months of a given quarter.

TOLERANCE:

Minimally, the airport shall have surveyed, each quarter, at least:

▪ 30% of the sample size collected on the 1st month

▪ 30% of the sample size collected on the 2nd month

▪ 10% of the sample size collected on the 3rd month

Criteria G- Returned unused questionnaire criterion

Airport ranked in the Top 25, or upon ACI’s request, the eligible airport shall have returned all their unused

and voided questionnaires for a specific quarter.

TOLERANCE:

The equivalent of 1% of the printed questionnaires for this specific quarter in missing questionnaires will be

tolerated.

Distribution/Return Criteria



Criteria H- On-site audit criterion

In the event that an on-site audit has been performed at a given airport, the eligible airport shall have

obtained a PASS mark.


A tool which allows airports to enter data collection details :

Airline-destination pairs

Traffic

Dates of data collection

Number of surveys collected

which is then tabulated on a dashboard to monitor progress

specific to eligibility criteria(B,D,E,F) during the quarter.

Note: It is still mandatory that airports comply with eligibility criteria

(A,C,G,H). Not possible to measure compliance with tracker.

****NEW****Eligibility criteria tracker tool

Tracker available for download from “Help” page in SPMT tool. Instructions included in tracker.


Contact Us

Connect with us today!

@ACI_ASQ

You are new to your role in managing the ASQ programme?

You can't get connected to the Sample Plan Management Tool (SPMT)?

You need to obtain access to the SPMT for yourself or another team member?

You need training to use the tool or need help to navigate in it?

Please send an email to our ASQ Help Desk at [email protected] including your three-letter

IATA code* followed by the topic you need assistance with. Your request will be directed to one of

our qualified team members.

* E.g. “XYZ – ASQ SPMT Connection Problems”. (XYZ=your airport code)

ACI Airport Service Quality (ASQ) Improving Passenger Experience at Your Airport

mailto:[email protected]