Airport Service Quality (ASQ)

2017 ACI ASQ Awards Eligibility Criteria

Introduction

The prestigious annual Airports Council International (ACI) Airport Service Quality (ASQ) Awards are presented to the top performing ACI member airports. ASQ is the only global benchmarking programme that measures passengers’ satisfaction while they are at the airport, on the day of travel, creating a unique perspective for each participating airport.

The awards are calculated on a basis of various categories according to size and region, and the winners are determined by the outcome of their ASQ Overall Satisfaction Score (OSS). A tie between winners indicates no statistical difference between the scores of two or more airports. A statistical analysis is performed when comparing airports of different regions and sizes* in a single award category.

* The size of each participating airport must be finalized before the release of Quarter 1 results in the respective year.

The ACI ASQ main type survey programme runs for a full calendar year, with surveys conducted quarterly:

 Month 1 Month 2 Month 3
 Quarter 1 (Q1) January February March
 Quarter 2 (Q2) April  May June
 Quarter 3 (Q3) July August September
 Quarter 4 (Q4) October November December

Unfortunately, if an airport member’s participation is interrupted due to unforeseen and/or uncontrollable circumstance, the airport member will not be eligible for a mainstream ASQ award. However, if the airport member has surveyed in other quarters of the year and the results indicate that the airport was on course to winning an ASQ award, ACI at its own discernment, may provide an alternative recognition to emulate the airport’s excellence. ACI reserves the right in the final selection and announcement of the ASQ award winners, and will place into consideration the precedence of each circumstance.

For an ASQ airport member to be eligible, the airport member agrees to fully comply with the ACI Fieldwork and Sample Plan Rules and Guidelines and fulfill the minimum criteria stated in the following section of this document.

Download the PDF version summarizing the ACI ASQ Awards 2017 Eligibility criteria

For questions or comments, please contact  aciasq@aci.aero.

For an ASQ member airport to be eligible for an annual ASQ award based on 2017 ASQ results, participants must comply and satisfy all of the eight (8) following criteria:

A. Self-completed criterion

Description

To be eligible, the member airport shall have 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 (e.g., all questions filled by the agent, second ticking in rated items/questionnaires etc.) of non-compliance to the self-completion rule.

The equivalent of less than 50 questionnaires with unusual observations (e.g., same handwriting on the flight information section, i.e., in Question 1 and Question 3) will be tolerated.

Period of applicability

Q1 – Q2 – Q3 – Q4 2017

Basis of reference

Quarterly

B. Minimum of 2 days per month criterion

Description 

To be eligible, the member 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.

Period of applicability
Q1 – Q2 – Q3 – Q4 2017

Basis of reference
Quarterly

C. 10 questionnaires or less collected per gate visit criterion 

Description

To be eligible, the member airport shall have collected a maximum of ten (10) questionnaires per gate visit.

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

Period of applicability
Q3 – Q4 2017

Basis of reference
Quarterly

D. 100% completion per traffic type criterion

Description 

To be eligible, the member airport shall have obtained a completion rate (proportion of completed questionnaire against the original target) of 100%, per traffic type (domestic and international).

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 the sample size, the requirement of 95% completion rate per traffic type will not apply.  

Period of applicability
Q3 – Q4 2017

Basis of reference
Quarterly

E. 7 weekdays criterion

Description

To be eligible, the member 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 (Monday to Sunday) and collected at least 30 questionnaires on each of the seven (7) days.

Period of applicability
Q3 – Q4 2017

Basis of reference
Quarterly

F. Distribution of the sampling criterion

Description

To be eligible, the member airport shall have distributed their fieldwork evenly over all three (3) months of a given quarter.

The member 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

Period of applicability
Q3 – Q4 2017

Basis of reference
Quarterly

G. Returned questionnaire criterion

Description

To be eligible, the member airport shall have returned all their unused and voided questionnaires for a specific quarter whether the airport is ranked in the Top 25, or upon ACI’s request.

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

Period of applicability
Q3 – Q4 2017

Basis of reference
Quarterly

H. On-site audit criterion

Description
To be eligible, the member airport shall have obtained a PASS mention if an on-site audit has been performed at the airport.

Period of applicability
2017

Basis of reference
Annually