Airport Service Quality (ASQ)

Dissatisfied Passenger Probe

This probe is specifically designed to allow the participating airport to understand the root cause of a passenger’s dissatisfaction. The ASQ Survey fieldwork agent is provided with Dissatisfied Passenger Probe forms. If a passenger completing the ASQ Survey questionnaire scores any service element as “1” or “2,” (out of 5), the fieldwork agent uses the form to ask the passenger supplementary questions and to record the reasons for that low score.

The completed forms are then forwarded together with the completed quarterly survey questionnaires. These forms are analyzed and a report is provided along with the quarterly deliverables. The information contained within the probe allows airports to dig deeper into the issue and develop appropriate solutions.