Guidebook on Conducting Airport User Surveys and Other Customer Research
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.
This Summary Last Modified On: 3/16/2022