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39 participate in an online survey followed by a telephone inter- view. This appendix presents the online survey instrument. Appen dix B presents the aggregate results of the online sur- vey. Appendix C shows the discussion guide for the follow- up telephone interviews, and Appendix D provides highlights from those interviews. The synthesis team prepared an online survey that explored the ways airports implement their customer satisfaction pro- grams and measure progress. Twenty airports were selected to reflect diversity with respect to size, geography, aviation services, and recognized commitment to customer service. Fifteen of these agencies representing 18 airports, agreed to APPENDIX A Online Survey Instrument
40 ACRP S01-06: How Airports Measure Customer Service Thanks for participating in this ACRP research on how airports measure customer service. Weâd like to learn a little more about your airportâs customer service program before our interview. Please take a few minutes to answer these questions. All individual airport responses will remain confidential and will not be published by ACRP or any other entity. 1. Your Name 2. Your Airport's Name 3. Please identify the Airport Sponsored Programs that your airport uses to measure customer service. (Select all that apply.) 4. Which of the following external groups do you work with to measure customer service? 5. Please list other ways your airport measures customer service. For example, mystery shoppers, spot inspections, passenger processing times (i.e. baggage claim, check-in, security), feedback from employees and ambassadors. Passenger/Pilot Intercept Surveys Airport Tenant Surveys Customer Service Help Centers Comment Cards Survey Kiosks Airport Ambassadors Customer Hotline Website Customer Feedback Social Media Other (please specify) ACI-ASQ Programme Canmark Airport Satisfaction Survey SKYTRAX World Airport Customer Satisfaction Survey Consultants for custom surveys and other evaluations
41 ACRP S01-06: How Airports Measure Customer Service 6. Which of these tools are most helpful to improving your customer service program? (Select all that apply.) 7. How is customer service organized at your airport? Please select the option that best describes how the airport manages its customer service. If your airport uses a hybrid of these models or a different organizational structure, please describe it in the "Other" box below. 8. How many full time paid positions does the airport staff to administer its customer service program? Passenger/Pilot Intercept Surveys Airport Tenant Surveys Customer Service Help Centers Comment Cards Survey Kiosks Airport Ambassadors Customer Hotline Website Customer Feedback Social Media ACI-ASQ Programme SKYTRAX World Airport Customer Satisfaction Survey Canmark Airport Satisfaction Survey Consultants for custom surveys and other evaluations Mystery Shoppers Spot Inspections Passenger Processing Times Employee Feedback Ambassador Feedback Other very helpful tools: One senior manager oversees all aspects of customer service at the airport One senior manager oversees customer service as a component of a larger portfolio of responsibilities Each senior manager oversees customer service for their department or business unit Other (please specify)
42 ACRP S01-06: How Airports Measure Customer Service 9. How does your airport staff its customer service representatives? (Select all that apply.) 10. How much did your airport spend on its customer service program in the last fiscal year? 11. Does your airport have a customer service business plan? 12. Does your airport have customer service objectives? 13. If you answered "yes" to question 11, please list your airport's current customer service objectives. Example Objective: Develop a complaint/comment management process to respond to customer problems reported on the airport website Thank you so much for filling out this survey. Objective #1 Objective #2 Objective #3 Objective #4 Objective #5 Objective #6 Objective #7 Paid Airport Employees Volunteers Third Party Contractors FBO Other (please specify) Yes No In the works Yes No In the works
