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Suggested Citation:"Acronyms and Abbreviations." National Academies of Sciences, Engineering, and Medicine. 2021. Guidebook on Conducting Airport User Surveys and Other Customer Research. Washington, DC: The National Academies Press. doi: 10.17226/26444.
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Page224

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224 Acronyms and Abbreviations ABS Address-Based Sampling ACI Airports Council International ASQ Airport Service Quality AVI Automated Vehicle Identification COVID Coronavirus Disease 2019 (COVID-19) Respiratory Illness CRM Customer Relationship Management CX Customer Experience EDCD Electronic Data-Collection Device FAF Freight Analysis Framework IATA International Air Transport Association IDI Individual Depth Interviews KPI Key Performance Indicator OAG Official Airline Guide O-D Origin–Destination RDD Random-Digit Dialing SEE Standard Error of the Estimate TA Travelers Assistance TNC Transportation Network Company URL Uniform Resource Locator VIP Very Important Person XM Experience Management

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Guidebook on Conducting Airport User Surveys and Other Customer Research Get This Book
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Airport user surveys have traditionally been used to obtain information for facility planning. More recently, however, surveys are being used to measure satisfaction as a way to identify actions that could improve the customer experience and increase non-aeronautical revenues, particularly those from passenger terminal concessions.

The TRB Airport Cooperative Research Program's ACRP Research Report 235: Guidebook for Conducting Airport User Surveys and Other Customer Research provides airport managers and staff involved in customer research, as well as airport consultants and other stakeholders, with guidance on the effective use of airport user surveys and other customer research techniques.

Supplementary to the report is Appendices A through L.

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