Methodology

MEASURING PASSENGER SATISFACTION ACCURATELY

The main reason the ASQ Survey is so highly valued by over 280 airports worldwide is that it is the only global survey to provide a statistically accurate measure of passenger satisfaction. This means the data can be trusted and used for informed business and strategic decisions.

The ASQ Survey follows a strict fieldwork methodology that has been specifically designed to ensure accurate and comparable results:

1.
Airports receive a sample plan to guarantee a representative sample
Each airport follows its own custom-designed sample plan
To ensure representative results, a sample structure is created, reflecting the operations at each individual airport. Participating airports are required to follow these sample plans for their interviewing. Each airport’s sample is reviewed on a quarterly basis to ensure that all participants meet ASQ fieldwork quality standards.
2.
Passengers are
interviewed at the gate
prior to boarding their flight
Passengers are interviewed at the gate
ASQ is not carried out via internet or email. The survey questionnaire is administered on-site at the departure gate while the full airport experience is still immediate in the passenger’s mind. All airports perform the interviews following the same fieldwork procedure. A minimum of 1,400 passengers per year are randomly selected to take part in the survey at each airport, guaranteeing statistically accurate results.
3.
All completed forms are
collected and analysed
independently following
strict quality control
procedures
Questionnaires are collected and processed following a strict quality control process
All completed questionnaires are then shipped to a central processing facility. All forms are processed and analysed according to strict ASQ Survey data processing guidelines. The analysis of the data is carried out, following the same quality control and analysis procedure for all airports.
4.
On-site audits are
carried out to validate
the results
On-site airport audits are performed to verify results
Every year a number of airports are selected for on-site audits to ensure compliance and to validate the results of the survey.