FIELDWORK GUIDE AND SCHEDULES 2016

ASQ Main Programme Fieldwork Guide and Schedules 2016© 2016 ACI

Airport Service QualityMain Programme

FIELDWORK GUIDE AND SCHEDULES 2016

ASQ Main Programme Fieldwork Guide and Schedules 2016© 2016 ACI 2

Task Q1 Q2 Q3 Q4 RemarksJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Questionnaires:Changing thelanguage split

February 7th May 8th August 7th

To be done on the SPMT

( “Info” page)if necessary.

Requestingadditionalquestionnaires

May 25th August 24th November 23rd

Modifying theairports inthe customizedpanel

June 5th September 4th December 4th

Updatingthe editingrules

June 5th September 4th December 4th

Via email to: [email protected]

if necessary.

Completedquestionnairesreceived by TNS

March 14th June 14th September 14th December 14th

Questionnaires arriving after

these dates will not be includedin the results.

ACI ASQ Main Programme 2016Most important dates* (1/2): AIRPORT TASKS

*all dates refer to end of day Eastern Standard Time (EST).

mailto:[email protected]



Task: Distribution of… Q1 Q2 Q3 Q4 RemarksJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Sample plansDecember 7th

2015 March 7th June 6th September 5th

The sample plansare published on

the SPMT.

Blankquestionnaires

December 21st

2015March 21st June 21st September 21st

The questionnaires will be received by

the airports by these dates.

Results andstandarddeliverables

April 15th July 18th October 17th January 16th

2017

The results and reports are

published on the Reporting Portal.

Monthlyreports

• The 4th of each month or

• The following working day if the 4th is a Saturday or a Sunday

These areoptional reports.

Terminal andcustomizedreports

April 22nd July 22nd October 21st January 20th

2017

DissatisfiedPassengers’Probe

April 29th July 29th October 28th January 27th

2017

Passengers’CommentsAnalysis

May 4th August 4th November 4th February 3rd

2017

ACI ASQ Main Programme 2016Most important dates* (2/2): ACI / TNS TASKS

*all dates refer to end of day Eastern Standard Time (EST).

ASQ Main Programme Fieldwork Guide and Schedules 2016

Fieldwork Guide and Schedules 2016Introduction

© 2016 ACI 4

Step ①

Planning the fieldwork

Step ②

Data collection at the gate

Step ③

Questionnaire management

Step ④

Quality control aspects

Step ⑤

ACI: Data publication

This document provides information on the fieldwork for the ACI ASQ Survey

• The focus of the first part is on the course of action

• Timelines for 2016 are covered in the second part

The information is organized according to the following process:

How to?

When?


Fieldwork Guide and Schedules 2016Table of contents

© 2016 ACI 5

Step ①

Planning the fieldwork

Step ②

Data collection at the gate

Step ③

Questionnaire management

Step ④

Quality control aspects

Step ⑤

ACI: Data publication

Part ❶: GUIDELINES FOR CONDUCTING THE FIELDWORK

Part ❷: ACI ASQ 2016 – TIMELINES When?

How to?

Distribution of sample plans and questionnaires, p. 38

Submission of completed questionnaires to TNS, p. 41

Quarterly results and standard deliverables, p. 42

Add. questionnaires/ Change of language split, p. 39

Monthly and terminal reports, p. 43

Update of panel definitionand editing rules, p. 40

DPP and comments analysis reports, p. 44

General aspects, p. 7 Time and distribution aspects, p. 14

ASQ questionnaires: Available language versions, p. 9

Communication with the passengers, p. 15

Sample plan – Rules and guidelines p. 10

Random selection of passengers at the gate, p. 16

What to do with unused and voided questionnaires p. 28

SPMT Process (Overview), p. 12 How to check the questionnaire completion, p. 25

What to do with completed questionnaires: Overview, p. 29

Sample plan – Quality control: General information, p. 31

Fieldwork agent – Profile p. 13 How to fill the interviewer section, p. 27

Completed questionnaires: Shipping instructions, p. 30

Sample plan – Quality control: Examples, p. 32


Guidelines for conducting the fieldwork

Part 1:


Step 1: Planning the fieldworkGeneral aspects (1/2)

© 2016 ACI 7

The fieldwork is based on a sample plan issued by ACI’s authorized subcontractor (TNS) and sent quarterly to all airports at least three weeks before the beginning of the fieldwork.

The sample plan is based on OAG Direct flights data. The number of questionnaires that need to be collected will be representative of the traffic at the airport during the quarter:

• Representative of all theoretical number of seats for each “carrier-destination” pair;

• Representative of the traffic type, when applicable: Domestic, International, Charter or Transborder.

The quarterly sample plan is uploaded to the Sample Plan Management Tool. The airport shall advise ACI if they are anticipating changes/cancellations.

The fieldwork manager is responsible to select the flights that will be surveyed based on the fieldwork rules to comply with the sample plan.

To track the fieldwork conducted, the Sample Plan Management Tool shall be populated on a regular basis, at least once per month.


Step 1: Planning the fieldworkGeneral aspects (2/2)

© 2016 ACI 8

Paper questionnaires are sent by ACI’s authorized subcontractor to the participating airports before the beginning of the quarter.

At the departure gates of the airports, the questionnaires are distributed according to the sample plan and self-completed by randomly selected passengers.

The minimum number of completed questionnaires per quarter is 350.

It is of utmost importance that the completed questionnaires are returned for scanning and analysis purposes within the 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.


Step 1: Planning the fieldworkASQ questionnaires: Available language versions

© 2016 ACI 9

The ACI ASQ questionnaires are available in 40 languages:

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).

Albanian Arabic Basque Burmese

CatalanChinese Simplified

Chinese Traditional

Croatian

Czech Danish Dutch English

Farsi Finnish French Galician

German Greek Hebrew Hindi

Hungarian Icelandic Indonesian Italian

Japanese Korean Latvian Macedonian

Malay Maltese Norwegian Polish

PortuguesePortuguese Brazilian

Romanian Russian

Spanish Swedish Thai Turkish


Step 1: Planning the fieldworkSample Plan – Rules and guidelines (1/2)

© 2016 ACI 10

The fieldwork shall be distributed evenly over all three months of a given quarter; ideally, one third of the airport’s questionnaires are collected per month (a minimum of 15% of the quarterly Sample Size has to be collected per month).

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.

The fieldwork shall cover all operating hours of the airport.

The number of questionnaires collected at the boarding area for each selected flight shall be equal to or less than 10 questionnaires.

When the theoretical sample size for a pair airline/destination requires more than 10 interviews, airports should plan multiple visits at this gate during the quarter to collect a maximum of 10 questionnaires per gate visit, as indicated in this example:

Sample Plan

- Q1/16 -

Airline

CA

De

stin

atio

n AKL AKL AKL

CAN 17 2 gate visits to be planned in Q1/16

HKG HKG HKG

PVG 27 3 gate visits to be planned in Q1/16

SIN SIN SIN


Step 1: Planning the fieldworkSample Plan – Rules and guidelines (2/2)

© 2016 ACI 11

While 10 is the maximum, there is no minimum number of questionnaires to be collected during a gate visit.

Less than 4 questionnaires – recommended practice: In cases where the number of questionnaires per “airline-destination” combination is less than 4, these questionnaires can be allocated to other “airline-destination” combinations. Airports following this recommended practice shall:

• allocate these questionnaires to other airlines flying to the same destination or to the same airline flying to other destinations;

• rotate these combinations during subsequent quarters, in order to maximize the annual representation of the real sample when compared to the theoretical sample plan.

The completion rate of the collected sample of “airline-destination” pairs has to be at least 85% of the theoretical sample plan for each quarter. Please find further information on this in the Quality control section of this document (page 31).

Original Sample Plan Targeted Sample Plans

- Q1/16 – - Q1/16 - - Q2/16 -

Airline Airline Airline

CA CA CA

De

stin

atio

n AKL AKL AKL

CAN 3 CAN 4 CAN 0

HKG HKG HKG

PVG 1 PVG 0 PVG 4

SIN SIN SIN


Step 1: Planning the fieldworkSPMT Process (Overview)

© 2016 ACI 12

Provision of sample plan on the Targets Page of the

SPMT

Check: Does the SP reflect the airport’s flight schedule

properly with respect to:• New airline(s)• New destination(s)• Change(s) in route• Charter flights• Destination(s) cancelled• Airline(s) not operating

Completion of the Capacity Page of the SPMT*

Analysis of the request

Provision of revised sample plan on the Targets Page of

the SPMT

Setting targets and planning fieldwork

*Alt

ern

ati

vely

, an

em

ail

wit

h t

he

Ca

pa

city

File

ca

n b

e se

nt

to a

sqsu

pp

ort

@a

ci.a

ero

To be validated during the quarter

Feedback to the airport

ACI’s and subcontractor’s tasks

Airport’s tasks


Step 1: Planning the fieldworkFieldwork agent – Profile

© 2016 ACI 13

Fieldwork agents shall:

be 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.


Step 2: Data collection at the gateTime and distribution aspects

© 2016 ACI 14


arrive at the boarding area of 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 timebefore boarding to include in the sample those travellers who usually arrive at the gate at a time closer to the boarding call (e.g., passengers spending time in business lounges).

distribute the questionnaires to a broad range of diverse passengers at the departing area on a random basis. Furthermore, they shall avoid giving questionnaires to members of the same group (e.g., families, friends, etc.).

Please note that per gate visit, not more than two fieldwork agents shall distribute the ASQ questionnaires to passengers.


Step 2: Data collection at the gateCommunication with the passengers

© 2016 ACI 15


introduce the questionnaire to the passengers with a neutral, clear statement. 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.

provide pens to the passengers to fill out the questionnaires. These pens shall be basic in nature in order not to introduce bias. If the passenger is allowed to keep the pen afterwards, this should not be communicated by the fieldwork agent to the participant before the questionnaire is completed.

stay in the departure area while the passengers are filling out the questionnaires in order to be available for passengers’ questions and/or clarifications* (considering that in some cases, the same waiting area can serve more than one gate or flight).

Please note that the ASQ questionnaire (including the flight information section) shall be self-completed by the passenger at the gate before boarding. It is not an interview.

“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.”

* If the passenger is unclear about the meaning of an item, the agent can rephrase the wording in the questionnaire but should not try to explain – it is the passenger’s understanding that is relevant. In case of doubt, the passenger shall be advised to check “did not notice/use”.

ASQ Main Programme Fieldwork Guide and Schedules 2016 16© 2016 ACI

Step 2: Data collection at the gateRandom selection of passengers at the gate: General aspects

It is highly important to distribute the questionnaires to passengers in the gate areas on a random basis without any bias regarding aspects like age or gender.

In order to reach this objective, two methods can be applied:

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.

As mentioned on page 14, the distribution of questionnaires has to be spread over the available waiting time, and giving questionnaires to members of the same group has to be avoided.

Please consider that the passengers usually show up at different times before boarding.


Boarding gate seating area example:

Passenger sitting down

Passenger standing up

Airline/ground handling staff

Boarding gate seating area

Rows of seats

Step 2: Data collection at the gateRandom selection of passengers at the gate: Examples (1/8)

Passenger random

selection zone

EBT - 20’Minutes before the

Estimated Boarding Time, EBT Approximate time indications

(in this case, 20 minutes)



BOARDING GATE

4 questionnaires per gate visit – aim to distribute a questionnaire to one passengerclose 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’




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’




EBT - 30’

EBT - 16’

EBT - 23’

EBT - 45’

EBT - 27’

EBT - 38’

EBT - 19’

EBT - 34’

EBT - 41’




EBT - 29’

EBT - 15’EBT - 22’

EBT - 45’

EBT - 25’

EBT - 35’

EBT - 19’

EBT - 32’ EBT - 38’

EBT - 42’


Step 2: Data collection at the gateHow to check the questionnaire completion (1/2)

© 2016 ACI 25

Fieldwork agents shall check the questionnaires after collecting them from the passengers, focusing on the following aspects:

• 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, indicating that this questionnaire will not be part of the data analysis. In no case should the agent complete the questionnaire with or for the passenger (including the flight information section, questions 1 and 2).

• If the passenger has written an airline name, letter code or flight number different from the operating airline name and flight number, the fieldwork agent shall correct these fields, striking through the incorrect letters and numbers, and writing the correct ones with a red pen inside or below the allocated field boxes.

Fieldwork agents shall complete the interviewer section at the end of page 4 of the questionnaire, using block capital letters.

Please find examples on the following pages.


Step 2: Data collection at the gateHow to check the questionnaire completion (2/2)

26© 2016 ACI

Flight information has to be consistent

Gate number has to be same as on

page 4 of the questionnaire

Correct Day (DD) and Month (MM)

if necessary Time has to be in 24 h format

1. Please use the 3-letter IATA code of the destination airport2. Has to be flight destination, not passenger’s final destination

Please use a red pen to make corrections.

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


Step 2: Data collection at the gateHow to fill in the interviewer section

27© 2016 ACI

Airport Number Code - preprinted

Questionnaire number - preprinted

YearQuarter or

Season*Language Serial #

Traffic: • International• Domestic • Transborder (Canada only)

Unique identifier for interviewer, with numbers

(no letters!)

Gate number has to be same as on page 1 of

the questionnaire

Use a consistent coding regarding terminals,

gates, etc.

*Information in this field:- Main Programme: Quarters - 1, 2, 3, 4- Regional Programme: Seasons - 7 (summer), 8 (winter)


Step 3: Questionnaire management What to do with unused and voided questionnaires

© 2016 ACI 28

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.


Step 3: Questionnaire management What to do with completed questionnaires: Overview

© 2016 ACI 29

Completed questionnaires shall be returned every month to TNS.

If 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 quarterly deadlines published by ACI every year. Only those questionnaires that are received before the quarterly deadlines will be included in the reports and data sets.

Shipping address:

TNS CANADA LTD2 Bloor Street East

Suite 900Toronto, ONM4W 3H8CANADA

Attn.: Janice Bonner (t. 416-924-5751)

Deadlines on page 41


Step 3: Questionnaire management What to do with completed questionnaires: Shipping instructions

© 2016 ACI 30

Please ensure that your parcels comply with the following shipping instructions:

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 shipmentby sending an email to [email protected].

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



The completion rate of the collected sample of “airline-destination” pairs shall be at least 85% of the theoretical sample plan for each quarter.

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

If a participating airport fails to fulfill this requirement without any valid reason (e.g., flight/destination cancelled), this airport will not be included in the official rankings for that quarter, nor in the official “year-to-date” rankings for that year. In addition, this airport will not be eligible for an annual award.

Assessment of the completion rate of an airport will be shared with other participating airports at the end of each quarter.

Step 4: Quality control aspectsSample plan – Quality control: General information


Calculation of the 85% completion rate: CASE ①

Step 4: Quality control aspectsSample plan – Quality control: Examples (1/5)

Original Sample Plan Actual Completed Questionnaires Completion Rates

Airlines Airlines Airlines

Dest. U2 FR PC Total Dest. U2 FR PC Total Dest. U2 FR PC Total

AAR 0 14 0 14 AAR 15 15 AAR na 107% na 107% OK

ADB 2 0 1 3 ADB 2 1 3 ADB na na na na OK

AGP 3 8 0 11 AGP 3 7 10 AGP na 88% na 91% OK

AMS 1 2 0 3 AMS 1 2 3 AMS na na na na OK

BGY 0 8 7 15 BGY 6 9 15 BGY na 75% 129% 100% OK

Total 6 32 8 46 Total 6 30 10 46 Total 100% 94% 125% 100% OK

OK OK OK

This airport is not systematically grouping to 4 questionnaires, and the targeted sample plan is the same as the original one.

Even though the completion rate of the pair FR-BGY is less than 85% (75%), the totals related to the same destination/airline are greater than 85%; the airport has counterbalanced with other flights.

Completion rates are not calculated when the original sample size is less than 4 questionnaires.


Calculation of the 85% completion rate: CASE ②



In this case, the completion rates of the pair PC-BGY is less than 85% (71%), and none of the totals related to the same airlines/destinations are greater than 85%; the airport has not counterbalanced with other flights.








BGY 0 8 7 15 BGY 6 5 11 BGY na 75% 71% 73% KO


OK OK KO



Calculation of the 85% completion rate: CASE ③



Even though the completion rate of the pair FR-BGY is less than 85% (63%), the total related to the same airline is greater than 85%; the airport has counterbalanced with other flights.








BGY 0 8 7 15 BGY 5 6 11 BGY na 63% 86% 73% KO


OK OK OK



Calculation of the 85% completion rate: CASE ④


This airport revised the theoretical Sample Plan, systematically grouping to a minimum of 4 questionnaires, and the targeted sample plan will be different from the original one.

In this case, only 4 questionnaires were collected for the airline EasyJet (U2), the total completion rate is less than 85% (67%)

Original Sample Plan Targeted Sample Plan Actual Completed Questionnaires Completion Rates

Airlines Airlines Airlines Airlines

Dest. U2 FR PC Total Dest. U2 FR PC Total Dest. U2 FR PC Total Dest. U2 FR PC Total

AAR 0 14 0 14 AAR 0 14 0 14 AAR 0 12 0 12 AAR na 86% na 86% OK

ADB 2 0 1 3 ADB 0 0 0 0 ADB 0 0 0 0 ADB na na na na OK

AGP 3 4 0 7 AGP 6 6 0 12 AGP 4 6 0 10 AGP na 150% na 143% OK

AMS 1 2 0 3 AMS 0 0 0 0 AMS 0 0 0 0 AMS na na na na OK

BGY 0 8 7 15 BGY 0 8 8 16 BGY 0 9 8 17 BGY na 113% 114% 113% OK

Total 6 28 8 42 Total 6 28 8 42 Total 4 27 8 39 Total 67% 96% 100% 93% OK

KO OK OK



Calculation of the 85% completion rate: CASE ⑤


In this case, all completion rates are greater than 85%.

Original Sample Plan Targeted Sample Plan Actual Completed Questionnaires Completion Rates

Airlines Airlines Airlines Airlines

Dest. U2 FR PC Total Dest. U2 FR PC Total Dest. U2 FR PC Total Dest. U2 FR PC Total

AAR 0 14 0 14 AAR 0 14 0 14 AAR 0 16 0 16 AAR na 114% na 114% OK

ADB 2 0 1 3 ADB 0 0 0 0 ADB 0 0 0 0 ADB na na na na OK

AGP 3 4 0 7 AGP 6 6 0 12 AGP 7 5 0 12 AGP na 125% na 171% OK

AMS 1 2 0 3 AMS 0 0 0 0 AMS 0 0 0 0 AMS na na na na OK

BGY 0 8 7 15 BGY 0 8 8 16 BGY 0 8 7 15 BGY na 100% 100% 100% OK

Total 6 28 8 42 Total 6 28 8 42 Total 7 29 7 43 Total 117% 104% 88% 102% OK

OK OK OK

This airport revised the theoretical Sample Plan, systematically grouping to a minimum of 4 questionnaires, and the targeted sample plan will be different from the original one.



ACI ASQ 2016 – Timelines

Part 2:


ACI ASQ 2016 – TimelinesDistribution of sample plans and blank questionnaires

38© 2016 ACI

Distribution of the quarterly sample plans by ACI/TNS:

• Q2/2016 – March 7th 2016

• Q3/2016 – June 6th 2016

• Q4/2016 – September 5th 2016

• Q1/2017 – December 5th 2016

Distribution of the quarterly blank questionnaires by ACI/TNS:

• Q2/2016 – received by the airports before/on March 21st 2016

• Q3/2016 – received by the airports before/on June 21st 2016

• Q4/2016 – received by the airports before/on September 21st 2016

• Q1/2017 – received by the airports before/on December 21st 2016


ACI ASQ 2016 – TimelinesAdditional questionnaires and change of language split

39© 2016 ACI

Deadlines for requesting additional questionnaires* for the current quarter:

• Q2/2016 – May 25th 2016

• Q3/2016 – August 24th 2016

• Q4/2016 – November 23rd 2016

Deadlines for changing the language split* for the next quarter:

• Q3/2016 – May 8th 2016

• Q4/2016 – August 7th 2016

• Q1/2017 – November 6th 2016

*if necessary; to be done on the SPMT (“Info” page)


ACI ASQ 2016 – TimelinesUpdate of panel definition and editing rules

40© 2016 ACI

The definition of the airports in the customized panels* should – if necessary in the airport’s view – be updated (on the SPMT “Info” Page) by:

• Q2/2016 – June 5th 2016


• Q4/2016 – December 4th 2016

Updates of the editing rules** (to be sent by email to [email protected]) should – if necessary in the airport’s view – be done by:

• Q2/2016 – June 5th 2016


• Q4/2016 – December 4th 2016

* The ASQ Reporting Portal as well as the PowerPoint reports show comparisons of your performance with other participating airports. You can define your own Custom Panel; while you are not limited in number of airports in this group, please keep in mind that when results are aggregated on the panel level, the more airports you have in your selection, the less you can conclude, especially if selected airports are very heterogeneous.

** If you have specific requirements at your airport that should be taken into account (see examples below), you have to let us know so that we can apply these specifications to your data for more accurate and robust results.

Example 1: There is no railway/subway at (or near) your airport. If a passenger selects Rail/Subway in question No. 11, this entry will be cleared.

Example 2: There is no Business/VIP/Executive lounge at your airport. The passenger’s rating of this service (question No. 7.BB) will be cleared and replaced with 0 (“did not notice/use”).



ACI ASQ 2016 – TimelinesSubmission of completed questionnaires to TNS

41© 2016 ACI

To ensure timely delivery of results, it is crucial that airports send the completedquestionnaire once a month.

The mandatory deadlines for the submission of completed questionnaires to TNS by theairports are:

• Q1/2016 – all completed questionnaires have to be received by March 14th 2016

• Q2/2016 – all completed questionnaires have to be received by June 14th 2016

• Q3/2016 – all completed questionnaires have to be received by September 14th 2016

• Q4/2016 – all completed questionnaires have to be received by December 14th 2016

• Only questionnaires received within the deadlines will be included in thereports and on the reporting portal.

• The mailing address (cf. page 29) and shipping instructions (cf. page 30) can befound in the first part of this document.


ACI ASQ 2016 – TimelinesSubmission of results and reports to the airports (1/3)

42© 2016 ACI

FOR ALL AIRPORTS IN THE ASQ MAIN PROGRAMME

Distribution of the quarterly results and standard deliverables:

• Q1/2016 – received by the airports on April 15th 2016

• Q2/2016 – received by the airports on July 18th 2016

• Q3/2016 – received by the airports on October 17th 2016

• Q4/2016 – received by the airports on January 16th 2017



43© 2016 ACI

FOR THE AIRPORTS SUBSCRIBING TO THE FOLLOWING OPTIONAL SERVICES

Distribution of the monthly reports in 2016:

• The 4th of each month or

• The following working day if the 4th is a Saturday or a Sunday

Distribution of the terminal reports:

• Q1/2016 – received by the airports on April 22nd 2016

• Q2/2016 – received by the airports on July 22nd 2016

• Q3/2016 – received by the airports on October 21st 2016




44© 2016 ACI

FOR THE AIRPORTS SUBSCRIBING TO THE FOLLOWING OPTIONAL SERVICES

Distribution of the Dissatisfied Passengers’ Probe (DPP) on the Portal:

• Q1/2016 – received by the airports on April 29th 2016

• Q2/2016 – received by the airports on July 29th 2016

• Q3/2016 – received by the airports on October 28th 2016


Distribution of the Passengers’ Comments Analysis on the Portal:

• Q1/2016 – received by the airports on May 4th 2016

• Q2/2016 – received by the airports on August 4th 2016

• Q3/2016 – received by the airports on November 4th 2016

• Q4/2016 – received by the airports on February 3rd 2017

ASQ Main Programme Fieldwork Guide and Schedules 2016© 2016 ACI

• For any questions related to the Sample Plans, Sample Plan Management Tool, Reporting Portal, Shipments, Results analysis, please send an email to our Help Desk at [email protected]

• For any questions related to the Forums, please send an email to [email protected]

• For any general questions or comments, please do not hesitate to contact [email protected]

To help us process your request more efficiently, please indicate your airport’s three-letter IATA code in the subject line. Thank you!

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Revision: 18 July 2016


