ASQ is the world’s leading airport passenger satisfaction program, with over 400 participating airports in 109 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.
Cirium partners with ACI World, serving as the reference database for flights supporting the ASQ methodology
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
For your airport
The ASQ Arrivals Survey gathers information on arriving passengers’ specific needs, mindset, and priorities.
Benefits
For your passengers
For your airport
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
For your airport
Over half of the world’s travellers passed through an ASQ airport
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 | |||
| Subscription deadlines | Q1: 15 Nov, Q2: 15 Feb, Q3: 15 May, Q4: 15 Aug | Summer season: 15 Feb, Winter season: 15 Aug | Q1: 15 Nov, Q2: 15 Feb, Q3: 15 May, Q4: 15 Aug |
ASQ airports survey more than 600,000 passengers annually.
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 with journey mapping allow the creation of different customer experiences to meet the needs of different kinds of passengers at every touchpoint, rather than a generic experience for everybody.
Connect with a customer experience expert to discuss additional services for your airport
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.