2019 ACI ASQ Awards Eligibility Criteria

ASQ data collection guidelines ensure passenger satisfaction is captured accurately and representative of the passengers traveling at an airport. Compliance to these guidelines is key in generating quality data that airports can trust and use.

The ASQ programme applies a three-level quality funnel process combining remote and on-site auditing to review a total 157 unique check points to ensure ASQ data collection guidelines are achieved by all participating airports.

 

 

Quality data collection is not just a feature but a requirement when recognizing airport excellence. The details below outline ACI ASQ Awards Eligibility Criteria.

Participation

For an airport to be eligible to receive an ACI ASQ award, the airport must be an active participant in the ACI ASQ main type survey programme and must complete a full calendar. The ACI ASQ Survey programme runs for a full calendar year, with surveys conducted quarterly:

QuarterMonth 1Month 2Month 3
Q1JanuaryFebruaryMarch
Q2 AprilMayJune
Q3JulyAugustSeptember
Q4OctoberNovemberDecember

In the cases of unforeseen and uncontrollable circumstances in a particular geographic region, if an airport member's participation is interrupted due to any of these factors, regrettably, the airport member will not be eligible for a mainstream ASQ award.

Nonetheless, if the airport member has surveyed in other quarters of the given year and the results indicate that the airport was on course to win an award, ACI, at its own discernment, may provide another form of formal recognition to emulate the high level of performance of the airport, amongst its peers.

ACI reserves the right in the final selection and announcement of the ASQ award winners, and will place into consideration, when relevant, to consider the precedence of each circumstance.

Compliance to ASQ data collection requirements

For an airport member to be eligible, the airport member agrees to fully comply with Main Programme Fieldwork Guidelines 2019 and fulfill the minimum criteria stated in the following section of this document. Any breach of these rules may result in the exclusion of the participating airport from the annual rankings and/or awards. The airport shall comply with ASQ data collection requirement in every quarter of the calendar year.

Sample Plan Compliance

To be eligible, the airport shall collect the number of questionnaires specified in the ACI provided quarterly sample plan and achieve required completion rates for airlines, destinations and airline-destination combination. Required completion rates can be found in Main Programme Fieldwork Guidelines.

Distribution

A). Self-completed criterion

Description

To be eligible, the member airport shall have submitted ASQ questionnaires that have been self-completed by the passenger. In the event of a visual inspection audit, no submitted questionnaire must present clear evidence (e.g., all questions filled by the agent, second ticking in rated items/questionnaires etc.) of non-compliance to the self-completion rule.

The equivalent of less than 50 questionnaires will be tolerated and only in cases where same handwriting observation is isolated to the flight information section (Question 1 and Question 3).

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

B). Minimum of 2 days per month criterion

Description

To be eligible, the member 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.

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

C). 10 questionnaires or less collected per gate visit criterion 

Description

To be eligible, the member airport shall have collected a maximum of ten (10) questionnaires per gate visit.

The equivalent of 5% of the total gate visits where more than 10 questionnaires were collected will be tolerated.

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

D). 100% completion per traffic type criterion

Description

To be eligible, the member airport shall have obtained a completion rate (proportion of completed questionnaire against the original target) of 100%, per traffic type (domestic and international).

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.

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

E). 7 weekdays criterion

Description

To be eligible, the member 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 (Monday to Sunday) and collected at least 30 questionnaires on each of the seven (7) days.

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

F). Distribution of the sampling criterion

Description
To be eligible, the member airport shall have distributed their fieldwork evenly over all three (3) months of a given quarter.

The member 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

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

G). Returned unused questionnaire criterion

Description
To be eligible, the member airport shall have returned all their unused and voided questionnaires for a specific quarter whether the airport is ranked in the Top 25, or upon ACI’s request.

The equivalent of 1% of the printed questionnaires for this specific quarter in missing questionnaires will be tolerated.

Period of applicability
Q1 – Q2 – Q3 – Q4 2019

Basis of reference
Quarterly

H). On-site audit criterion

Description
To be eligible, the member airport shall have obtained a PASS mention if an on-site audit has been performed at the airport.

Period of applicability
2019

Basis of reference
Annually

A PDF version summarizing the ACI ASQ Awards 2019 Eligibility criteria can be downloaded here.

For any questions regarding the following criteria, please don’t hesitate to contact aciasq@aci.aero.