ASQ is the world’s leading airport passenger satisfaction program, with close to 400 participating airports in 95 countries. Our Departures, Arrivals, and Commercial Surveys provide airports with unique insight into customer experience.

ASQ surveys measure passenger satisfaction and help airports identify solutions to enhance customer experience, improve service offerings, and increase non-aeronautical revenue.

Customer Survey Options

ASQ’s renowned Departures Survey gathers information from passengers just before boarding their flight and delivers an accurate picture of their satisfaction throughout the airport experience, from check-in to boarding.

Benefits

For your passengers

Ensuring elevated brand service delivery for your passenger to retain their loyalty to return to your airport.

For your airport

Providing solutions to enhance customers satisfaction and increase non-aeronautical revenues.
Optimizing initiatives and identifying where to invest financial and human resources.
Establishing service targets - creating realistic goals and incentives to motivate managers and teams.
Setting and monitoring targets and service level agreements with key stakeholders.
Gaining support form regulators through up-to-date analysis.
Benchmarking the results against airports across the globe of different sizes.

The ASQ Arrivals Survey gathers information on arriving passengers’ specific needs, mindset, and priorities.

Benefits

For your passengers

Creating an avenue for passengers to provide dimensions that contribute to a positive arrival experience

For your airport

Combining the Arrivals and Departures surveys gives the most complete insight across the whole customer service experience, from start to finish enabling the airport to develop its branding strategy.
Establishing service targets — creating realistic goals and incentives to motivate managers and teams.
Setting and monitoring targets and service level agreements with key stakeholders.
Gaining support from regulators through up-to-date analysis.

ASQ’s Commercial Survey provides insight into commercial performance, passenger spending, and revenue growth opportunities in retail as well as food and beverage.

Benefits

For your passengers

Allowing passengers to communicate their experiences, needs and expectations.
Enhancing the retail as well as the food and beverage experience.

For your airport

Optimizing non-aeronautical revenues by focusing on commercial drivers which are critical for your business model.
Allowing airports to have a deep understanding of the different profiles of consumers and non-consumers to identify missed opportunities at the source.
Prioritizing investment initiatives.
Making your airport a great destination for passengers — even before they board their flight, delivering a stronger customer service experience.

ASQ Survey Type

We offer flexible, regionally adaptable surveys to support airports of all sizes worldwide.

ASQ Main ASQ Regional ASQ Unique
Information need As frequently as possible Regular basis Snapshot
Frequency Four times per year, every quarter Twice per year, every semester Once a year, any quarter
Global Benchmark Airports with same frequency Airports with same frequency
Group Benchmark
Comparison of passenger profiles Available for groups of airports with same frequency Available for groups of airports with same frequency Industry average only
Eligibility to ASQ Awards

Connect with a customer experience expert to discuss survey options for your airport

Additional services

Flexibility to measure additional KPI’s and add extra questions from a pre-defined catalogue.

Provides attributes which have driven your passengers’ satisfaction.

Additional open comment analysis to understand the root cause of a passenger’s dissatisfaction.

Provide roadmap of where the airport should invest to significantly improve the passenger experience.

When the airport wants to dig deeper into the results by examining open comments that are categorized and coded for that purpose.

Data provided by terminal when the airport wants to dig deeper into the results.

Personas allow the creation of different customer experiences to meet the needs of different kinds of passengers rather than a generic experience for everybody.

Provides an integrated solution where a passenger journey map is produced for each of the passenger personas (departing and connecting).

ASQ airports survey 670,000 passengers annually.

The ASQ Barometer

Global passenger satisfaction at a glance.

ACI World has developed an Airport Service Quality barometer which is the first global snapshot of airport customer experience satisfaction levels.

ACI World publishes these barometer reports quarterly which enables airports around the world to measure up against their competition and gain valuable insights to inform their approach to the increasingly competitive and crucial area of customer experience.