Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Airport Service Quality
Departures Main Programme
FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 1
Table of Content
Introduction to the ASQ Departures Survey 4
1 Main programme annual cycle
Three components
Overview of the data collection process
5
6
7
Fieldwork Preparation 8
Fieldwork agent – profile
2 ASQ Departures questionnaires
Sample plan review
9
10
11
Planning the timeline 13
Fieldwork Guidelines 14
When? 15
3 Who/where?
How?
After data collection
16
24
29
Summary of Dos and DONTs 32
Sample Plan Management Tool (SPMT) 33
Login 34
Targets page 35
Capacity page 43
Manage page 45
4 Shipment page
Summary page
Compliance page
46
47
48
User page 49
Info page 50
Edits page 54
Help and logout page 55
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 2
Table of Content
ASQ Quality Control Process 56
Roadmap and funnel process 57
5 Audit results communication
Quality control funnel: level 1
Quality control funnel: level 2
59
60
67
Quality control funnel: level 3 69
ASQ Awards Eligibility Criteria 71
6 Eligibility criteria 72
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 3
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
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 4
ASQ Departures Survey
Main programme annual cycle
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
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 5
ASQ Departures Survey
Three components
Three key components composing the ASQ departures programme
To collect the passengers’ views with respect
to airport’s products and services while their
experience is still fresh in their mind.
Survey
Provide procedures, steps and tool
Guidelines
to ensure that each member part of
the programme is following the same
rigorous process
Results
(Before-During-After of data
collection)
To evaluate passenger satisfaction and compare
progress with other participating airports
(Benchmarking tool, Awards)
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 6
ASQ Departures Survey
Overview of the data collection process
Quarter specific questionnaires are printed and
Paper shipped by ACI’s authorized subcontractor to the Please note that the schedule,
Questionnaires participating airports. Fieldwork staff to use blank location, and other details of
questionnaire for data collection. the fieldwork shall be kept
confidential in order to
ensure that behavioral bias
Quarterly targets are populated for each airport from airport staff is not
based on airline-destination pairs operating at introduced.
Sample Plan
airport. Fieldwork staff shall collect adhering to
target totals. *The current minimum
number of completed
questionnaires per quarter is
350.
Data Data collection shall follow ACI
Collection fieldwork guidelines.
Questionnaires shall be returned for
Return scanning and analysis purposes within
Deadline quarterly deadlines.
Quality Participating airports are subject to
Control receive off site and on site audits.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 7
Section 2: Fieldwork Preparation
Key checks before data collection
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 8
Fieldwork Agent
Profile
Selecting Fieldwork Agents who are..
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 9
ASQ Departures Questionnaires
Selecting the languages
The ASQ Departures questionnaire is available in 42 languages
Albanian Arabic Basque Burmese
Catalan Chinese Chinese Croatian
Simplified Traditional
Czech Danish Dutch English
Estonian Farsi Finnish French
Galician German Greek Hebrew
Hindi Hungarian Icelandic Indonesian
Italian Japanese Korean Latvian
Lithuanian Macedonian Malay Maltese
Norwegian Polish Portuguese Portuguese
Brazilian
Romanian Russian Spanish Swedish
Thai Turkish
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).
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 10Sample Plan for Departures
Review Quarterly Targets (1/2)
Representative sample of all departures at participating airports
during the quarter is called
Sample plan
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)
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 11Sample Plan for Departures
Review Quarterly Targets (2/2)
The destination nomenclature used in the sample plan has been set to use
first stop.
Destination on sample plan refers to first If passengers cannot disembark at first stop
stop where passenger disembark. because it is a technical stop. Sample plan
considers next stop where passenger disembark.
Departure
Departure Departure
First stop First stop
(technical stop)
First stop/Final Final destination
destination First stop(not technical)
***Review sample plan targets before starting fieldwork***
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 12Planning the Fieldwork
Data collection timeline
Plan quarterly fieldwork to fulfil sampling requirements
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).
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 13Section 3: Fieldwork Guidelines
Four key questions regarding data collection
When Who Where How
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 14When?
Arrival at the gate
Fieldwork agents shall :
arrive at the gate for a selected flight at least:
30 minutes before the announced boarding time for narrow body flights (Who / Where?
Randomized selection (1/8)
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 16Who / Where?
Randomized selection (2/8)
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:
BOARDING GATE
EBT - 37’ EBT - 45’
EBT - 29’
EBT - 20’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 17Who / Where?
Randomized selection (3/8)
5 questionnaires per gate visit – aim to distribute a questionnaire to one passenger close
to the center of each of the 5 circles indicated below:
EBT - 38’ EBT - 45’
EBT - 32’ EBT - 25’
EBT - 19’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 18Who / Where?
Randomized selection (4/8)
6 questionnaires per gate visit – aim to distribute a questionnaire to one passenger close
to the center of each of the 6 circles indicated below:
EBT - 40’ EBT - 45’
EBT - 29’
EBT - 34’ EBT - 23’
EBT - 18’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 19Who / Where?
Randomized selection (5/8)
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 - 40’ EBT - 45’
EBT - 31’ EBT - 26’ EBT - 21’
EBT - 17’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 20Who / Where?
Randomized selection (6/8)
8 questionnaires per gate visit – aim to distribute a questionnaire to one passenger close
to the center of each of the 8 circles indicated below:
EBT - 37’ EBT - 41’
EBT - 33’ EBT - 24’ EBT - 45’
EBT - 29’ EBT - 20’
EBT - 16’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 21Who / Where?
Randomized selection (7/8)
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 - 34’ EBT - 38’ EBT - 45’
EBT - 30’ EBT - 41’
EBT - 27’ EBT - 23’ EBT - 19’
EBT - 16’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 22Who / Where?
Randomized selection (8/8)
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 - 32’ EBT - 38’ EBT - 45’
EBT - 29’ EBT - 35’ EBT - 42’
EBT - 25’ EBT - 22’ EBT - 19’
EBT - 15’
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 23How?
Data collection
Fieldwork agents shall:
introduce the questionnaire to the passengers with a neutral, clear statement, for example:
“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.”
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 24How?
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
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 25How?
Check the questionnaire completion (1/2)
Fieldwork agents shall check questionnaires after collecting for
completeness and accuracy of flight information
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*).
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 26How?
Check the questionnaire completion (2/2)
If the passenger has written an airline name, letter code, departure(date/time)
or destination incorrectly, correct as below
Apart from the flight information, not allowed to correct any other passengers’
answers or scores.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 27How?
Finalize the questionnaire
Fieldwork agents shall complete the interviewer section at the end of page 4 of the
questionnaire, using block capital letters
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 28After Data Collection
Returning completed questionnaires (1/2)
Completed questionnaires shall be returned every month 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
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 LTD
2 Bloor Street East
Suite 800
Toronto, ON
M4W 3H8
CANADA
Attn.: Janice Bonner (t. 416-924-5751)
Please note that in cases where the number of completed questionnaires sent back exceeds the quarterly 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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 29After Data Collection
Returning completed questionnaires (2/2)
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 asqsupport@aci.aero.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 30After Data Collection
Unused questionnaire management
What to do with unused and voided questionnaires
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 31DOs and DONTs
Fieldwork summary
Random Final check of
Fieldwork agent: Time related Support
selection of Neutral attitude every
requirements aspects activities
participants questionnaire
• Fluent in local • Arrive at the gate • Distribute the • Introduce the • Provide the • Check for missing
language in time (narrow questionnaires to survey in a questionnaire in information (e.g.,
body flights: 30 a broad range of neutral way the language has the passenger
• Upper-
and wide body passengers needed by the completed the
intermediate • Avoid any
flights: / 45 passenger interior pages of
knowledge of • Avoid distributing coaching of /
minutes before the ASQ
English two (or more) influence on the • Provide pens (not
boarding) questionnaire?)
questionnaires to passenger pencils) to the
• Smart casual
• Distribute passengers participants • Flight
dress code or • Don’t conduct an
questionnaires travelling information:
airport’s uniform interview, the • Be available for
evenly over time together Check for missing
ASQ clarification
• Visible airport ID information (and
• Before boarding, questionnaire is
pass correct
collect the self-completed by
information if
number of the passenger
necessary)
questionnaires
• Don’t provide
according to your • Complete the
gifts to the
sample plan (and interviewer
participants
never collect section of the
more than 10 • Respect the questionnaire
questionnaires maximum of 2
• Mark voided
per gate visit) fieldwork agents
questionnaires
per gate visit
clearly
Please note that this is a summary. ALL fieldwork rules and guidelines have to be applied.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 32Section 4: Sample Plan Management Tool (SPMT)
User friendly tool to access/manage and track
fieldwork
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 33SPMT
Login
Secure login: Each user requires unique login credentials
https://tracking.tns-cf.com/ASQSampleManagement/Login.aspx
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)
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 34Targets Page
Sample plan
Targets Page: Access/view your sample plan, Modify your targets,
Export your sample plan to Excel
Airport Day/Time flight
distribution
Filters
Functions Download Targets Info
Sample plan provides quarterly
targets for each airport
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 35Targets Page
Sample plan variables
A representative sample of departing traffic split by airline/destination pairs
Sample plan is based on OAG Direct flights
data.
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 destination
in rows
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 36Targets Page
Total variable
Original targets for each airline and destination pair is combined to calculate
“Total Original”
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 37Targets Page
Sample plan modified
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. ***
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 38Targets Page
Your sample plan may require modifications
W hat to do if sample
Is quarterly sample
needs modification?
representative of traffic? •Perform one of two type of
changes to sample plan (More
W here is the Sample • Review Sample Plan for
New airline(s)
info on next slide)
plan?
New destination(s)
Change(s) in route
•Sample plan found on the Targets Charter flights
Page of the SPMT Link Change in number of seats per quarter
Destination(s) cancelled
Airline(s) not operating
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 39Targets Page
Sample plan: types of modifications
When When
• Any time in the quarter(Only applicable • Before starting fieldwork or early as
when airline-destination quotas are less possible during the quarter
than 4 questionnaires)
Two type of modifications
Who Who
• Completed by airport • Requested by airport
Reallocation
• ACI will not need to approve these changes Recalculation • Reviewed by ACI
• Sample plan recalculated by research
supplier
Where Where
• “Targets page” in SPMT. • “Capacity page” in SPMT.
Why Why
• Airline(s) cancelled, airlines/destinations Airline(s) cancelled, airlines/destinations
cancelled or changes number of seats cancelled or changes number of seats
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 40Targets Page
Reallocation (1/2)
**Reallocation only applicable to airline/destination pairs with less than 4 questionnaire**
Reallocation Rules
1-User can reallocate to
-same destination but different
airline(move horizontally)
-same airline flying to another
destination(move vertically)
2-Completion rates for each “airline-
destination” combination, airline
total, destination total shall be equal
to or greater than 85% per quarter.
3-Combinations and totals (origins or
time of day) with target less than 4
are exempt from rule 3.
Note: The airports adherence to
reallocations rules is measured quarterly
by ACI and results can be found in the
When reallocating: ensure to rotate reallocated combinations during subsequent quarters, in compliance page of the SPMT
order to maximize the annual representation of the real sample when compared to the theoretical
sample plan.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 41Targets Page
Reallocation (2/2)
Completion rates for each “airline-destination” combination, airline total, destination total
shall be equal to or greater than 85% per quarter.
reallocate to same same airline flying to
destination but different another destination(move
airline(move horizontally) vertically but in case total
but in case total of airline of airline ≥85% which is
≤ 85% which is not compliant
compliant
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 42Capacity Page
Process Overview
Airports submits Airport receives Airport receives
ACI reviews Sample plan New sample plan
recalculation result of ACI e-mail
request recalculated in SPMT
change review notification
Follow instructions to submit recalculation request
Fill in detail related to change request
Press submit once all request have been added
**Once the request is submitted, To add a new request ACI/TNS has to address/close the current request**
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 43Capacity Page
Request submission
Follow instructions to submit change request
To ADD a flight that was not in
the original Sample Plan, enter
the seat capacity for the whole
quarter.
Enter the IATA 2-letter code for the Carrier
IATA 3-letter code for Airport Destination
1- Select traffic and change 2- Fill relevant information depending on 3-Supporting info/Confirmation
Type the type of change
A- Select the traffic type C- IATA carrier(airline) G- Airport comment supporting change
B- Choose change type D- IATA Destination code request
E- Seat capacity(Total for quarter) H- To save change request and submit
F- New IATA carrier Code additional changes
J- Submit change request (The status
will then be “Under review by ACI”.)
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 44Manage Page
Overview
Monitor the fieldwork progression and completion rates
Update the number of completed questionnaires collected
Fieldwork agents know the targeted number of questionnaires to be
collected. They can also see the original one.
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.
By clicking on COMPLETION % the Completion Rates are displayed for
each pair. When completion rates are less than 85%, numbers will be in
red.
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”**
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 45Shipment Page
Overview
Tracking of all returned batches of completed questionnaires
Enter shipment details request and click on ADD to save the information
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 46Summary Page
Overview
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**
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 47Compliance Page
Overview
Measures airport’s quarterly compliance level to
sample plan and fieldwork guidelines
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 48User Page
Overview
Create users profile and modify user passwords
Edit user info:
edit the Password
edit the Role
edit the Email
delete a profile
Enter a username Enter password Select a role Enter an email
Usernames are unique, Do not share with Field agent or The SPMT will NOT send
you cannot use one that is other users Admin the login/password to Add/create
already used by one of the user the new user
the other ASQ
participating airports.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 49Info Page
Overview (1/4)
Shipping address/custom panel/questionnaires language
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
Click on Edit to request additional forms during the current
review the quarter
information
© 2016 ACI
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 50Info Page
Shipping address (2/4)
Shipping Address for the blank questionnaires delivery:
Before leaving, click on
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)
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 51Info Page
Custom panel (3/4)
Select all participating airports to be used for benchmarking purposes
on the Reporting Portal and the Quarterly PowerPoint Reports.
Before leaving, click on
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)
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 52Info Page
Questionnaire language (4/4)
Change language split for next quarter and request additional
forms during the current quarter
Before leaving, click on
Quantity of additional questionnaires required
during the current Quarter.
Quantity of
questionnaires
received for
the previous Quantity of questionnaires required for
the following Quarter.
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
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 53Edits Page
Overview
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 Airport Editing rule
ACI reviews
submits Edit receives applied if
request
request review results accepted
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 54Help and Logout Page
Overview
Help page: Contact and programme information available
Logout page: Used to exit SPMT tool
The system automatically logs you out without saving any changes after 25 minutes of inactivity
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 55Section 5: ASQ Quality Control Process
Mission:
“ACI… promotes professional excellence in airport management and
operations.”
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 56Quality Control
Roadmap
Quality checkpoints mirror each step of fieldwork
2.Sampling
1. Compliance Distribution: Verify
Dashboard: data collection follows
Verify sample plan distribution over
compliance month, day, time rules
4.Quality of
Questionnaires: Verify 5.Score Fluctuation:
if agents complete a Verify significant
final check of score increase
questionnaires
3.Demographics:
Verify data collection is
randomized(passenger
6.Return Questionnaires: 7.Visual Inspection:
Verify timely reception of Verify questionnaires
profile)
voids/blank upon ACI completed by unique
request) respondents
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 57Quality Control
Funnel process
ALL AIRPORTS
Level 1
Sample plan Sampling Quality of
compliance Demographics Questionnaires
Distribution
LARGE SELECTION OF AIRPORTS
Level 1 and Level 2
Level 2
correspond to remote audit
Score Visual which complemented by
Return unused
Fluctuation Questionnaires
Inspection Level 3 on site evaluation.
LIMITED NUMBER OF AIRPORTS
Level 3
On site Audit
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 58Audit Results
Communication
Audit results and eligibility status available in Reporting portal
File name: Overall score fluctuation file
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 59Quality Control Funnel: Level 1
Sample pan compliance
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 60Quality Control Funnel: Level 1
Compliance dashboard (1/4)
Dashboard populated quarterly for each participant. Available in SPMT.
Maximum score of 25
23 to 25
Overall Quantitative Performance of the fieldwork: 20 to 23Quality Control Funnel: Level 1
Compliance dashboard (2/4)
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=2
1 90% to 95% : score=1Quality Control Funnel: Level 1
Compliance dashboard (3/4)
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 For each indicator:
>95% : score=2
90% to 95% : score=1
2Quality Control Funnel: Level 1
Compliance dashboard (4/4)
Rule: The data collection shall cover evenly every month of the quarter, all days of the week, all operating hours.
15% : score=0
1 Based on the World Direct Flight OAG
Database, filtered on the same flights
as the ones listed on the Sample Plan.
Months= 3: score=1
Months< 3: score=0
Rule : A maximum of 10 questionnaires must be collected per gate visit.
10 or less questionnaires: >95%: score=2
10-15 questionnaires: 1 to less than 5% : score=1
15 questionnaires or more >1%: score=0
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 64Quality Control Funnel: Level 1
Sampling and demographics
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.
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 65Quality Control Funnel: Level 1
Quality of questionnaires
Quality of questionnaires
ACI verifies the number and percentage of completed quarterly questionnaires received
with errors in flight information
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.
Time not entered in 24h format
Incorrect dates with month/day switched or not entered
When
How
Incorrect destinations or omitted.
nconclusive Destination: More than 1 airport exists for this To Correct
destination
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 66Quality Control Funnel: Level 2
Score fluctuation and unused questionnaires
Level 2
Visual
Score
Return unused Inspection
Fluctuation
Questionnaires
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 67Quality Control Funnel: Level 2
Visual inspection
Level 2
Score Visual
Return unused Inspection
Fluctuation
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 68Quality Control Funnel: Level 3
On site evaluation (1/2)
The scope is to assess airports’ compliance to ASQ fieldwork guideline during normal
data collection at the airport.
On site audit procedure
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 69Quality Control Funnel: Level 3
On site evaluation (2/2)
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 70Section 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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 71ASQ Awards
Eligibility criteria (1/5)
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.).
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 72ASQ Awards
Eligibility criteria (2/5)
Distribution Criteria
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 73ASQ Awards
Eligibility criteria (3/5)
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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 74ASQ Awards
Eligibility criteria (4/5)
Distribution/Return 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.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 75ASQ Awards
Eligibility criteria (5/5)
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.
****NEW****Eligibility criteria tracker tool
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.
Tracker available for download from “Help” page in SPMT tool. Instructions included in tracker.
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 76 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
asqsupport@aci.aero
For any questions related to the Forums, please send an email to asqforum@aci.aero
For any general questions or comments, please do not hesitate to contact aciasq@aci.aero
To help us process your request more efficiently, please indicate your airport’s three-letter
IATA code in the subject line. Thank you!
+1 514 373 1200
ACI Airport Service Quality (ASQ)
Connect
Improving Passenger Experience
@ACI_ASQ
with us
today! at Your Airport
© 2018 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools 2018 77You can also read
