Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY

 
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
Section 2: Fieldwork Preparation

                                   Key checks before data collection

© 2018 ACI   ASQ Departures Main Programme     Fieldwork Guide, Schedules and Management Tools 2018   8
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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
Airport Service Quality - Departures Main Programme FIELDWORK GUIDE, MANAGEMENT TOOLS & AWARDS ELIGIBILITY
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    10
Sample 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       11
Sample 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             12
Planning 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         13
Section 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   14
When?
     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   16
Who / 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   17
Who / 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   18
Who / 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   19
Who / 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   20
Who / 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   21
Who / 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   22
Who / 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   23
How?
     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      24
How?
     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   25
How?
     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   26
How?
     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   27
How?
     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   28
After 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              29
After 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      30
After 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     31
DOs 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                        32
Section 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   33
SPMT
     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   34
Targets 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             35
Targets 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               36
Targets 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   37
Targets 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                38
Targets 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                  39
Targets 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                      40
Targets 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                  41
Targets 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                    42
Capacity 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                      43
Capacity 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             44
Manage 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                          45
Shipment 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   46
Summary 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        47
Compliance 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   48
User 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                   49
Info 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            50
Info 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                   51
Info 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      52
Info 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             53
Edits 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           54
Help 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   55
Section 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   56
Quality 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              57
Quality 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   58
Audit 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   59
Quality 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             60
Quality 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 23
Quality 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=1
Quality 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
                                                              2
Quality 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                       64
Quality 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    65
Quality 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   66
Quality 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   67
Quality 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   68
Quality 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       69
Quality 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   70
Section 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   71
ASQ 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                    72
ASQ 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       73
ASQ 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     74
ASQ 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      75
ASQ 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         77
You can also read
NEXT SLIDES ... Cancel