Asq Fieldwork - Management Tools Awards Eligibility Guidelines-2022
Asq Fieldwork - Management Tools Awards Eligibility Guidelines-2022
Asq Fieldwork - Management Tools Awards Eligibility Guidelines-2022
© 2021 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools - confidential 1
Confidentiality of Fieldwork Guidelines Documentation
We would like to remind all members that ASQ Fieldwork guidelines, training and documentation provided by ACI, is
confidential. We would like to request all members not to share these materials outside of their organization, not to have
this publicly available and not to publish.
If you have any questions with respect to what can be publicized, please contact ACI. If your airport requires ACI’s
authorization on specific ASQ related communication, please contact [email protected].
© 2021 ACI ASQ Departures Main Programme Fieldwork Guide, Schedules and Management Tools - confidential 2
Table of Content
Provided by ACI 10
2 Sample plan
ASQ Departures survey
11
15
Fieldwork Preparation 17
3 Fieldwork agents
Planning the fieldwork
Sample plan review
18
19
20
Fieldwork Guidelines 21
When? 22
4 Who/Where?
How?
Summary of Dos and DONTs
23
27
29
ASQ Field Agent Certification 30
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Table of Content
5 SP Recalculation Request
Fieldwork Tracking
Compliance
42
44
45
Summary 46
Users 47
Info – Custom Panel, Languages & Particularities 48
Optional Questions 51
7 Eligibility criteria
Data collection compliance tool
83
87
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Section 1: Introduction to the ASQ Departures Survey
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ASQ Departures Survey
Main programme annual cycle
Legend
Green Fieldwork Preparation: set up of tablets, set agents accounts, approve the
sample plan, review language selection, select airport particularities, select
optional questions (subscribers only)
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ASQ Departures Survey
Three components
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ASQ Departures Survey
Overview of the data collection process
End of Data
Latest completed questionnaires shall be
Collection submitted before the quarterly deadlines.
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Sampling
Population to sample
Researchers simply cannot collect data from every single passenger in most cases!
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Section 2: Provided by ACI
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Sample plan
Database
ACI receives flight status for each airport from data supplier.
Q1, Q2,
Q3, Q4
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Sample plan
Target calculation
ACI calculates the quarterly targets using the airport specific information below
Sample Plan
Population
Flights
Hour (airline-destinations)
International
Seat
reflecting your airport
Capacity
population
© 2018 ACI
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Sample plan
Key features (1/2)
ACI creates a plan for each airport that outlines exactly which airline-destination pair at
your airport to collect surveys for and how many surveys (target).
Airlines
Destination Total Expected FR NI S4 TP U2
▪ Sample plan covers all three
months of the quarter and all
operating days and hours at the
FAO
airport.
Destinations FNC Original 6
▪ Sample plans are split per
traffic type (Domestic,
HOR
International (incl. Charters /
Transborder))
OPO
▪ Sample plan outlines airline-
PDL
destination pairs (IATA codes)
to be surveyed and the
TER
respective quotas.
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Sample Plan
Key Features (2/2)
Destination Total Expected FR NI S4 TP U2
Total Original 64 6 6 8 38 6
The destination nomenclature Total Target (Modified)
Expected Completion Rate
64
100%
6
100%
6 7 39
100% 100% 100%
6
100%
FAO Original 7 7
used in the sample plan has Modified 7 100% 7
FNC Original 24 1 17 6
Modified 1 100% 1
unless the first stop is a OPO Original
Modified
19
19 100%
6
6
5
5
8
8
Destination on sample plan refers to first If passengers cannot disembark at first stop because
stop where passenger disembark. it is a technical stop. Sample plan considers next
stop where passenger disembark.
Departure Departure
Departure
First stop
First stop
(technical stop)
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ASQ Departures Survey
Access via ASQ APP
The online survey is easily accessible via the ASQ Surveys APP
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ASQ Departures Survey
Languages
The online survey is available in 50 languages
You have to select which languages you would like to offer in the App. They are all available,
but we recommend to select only the ones used most often to optimize the speed of the
App.
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Section 3: Fieldwork Preparation
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Fieldwork Agents
Profile
▪ follow smart casual dress code or be wearing the participating airport’s uniform.
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Planning the Fieldwork
Data collection timeline
▪ Data collection starts on the first day of the quarter (questionnaires completed before the start
of a quarter will not be accepted for the new quarter).
▪ The fieldwork shall be conducted evenly over all three months of a given quarter. Ideally, one
third of the airport’s interviews are collected per month. Due to the fact that the last month of the
quarter is cut short by the quarterly deadline , it is acceptable to collect 15% of the sample size in
the third month only.
▪ There is a minimum of two days of fieldwork per month, and a minimum of seven days for the
whole quarter.
▪ Every day of the week, from Monday to Sunday, shall be surveyed (at least one Monday,
Tuesday, …) during each quarter. Over the period of a quarter, on each of the seven weekdays,
at least 30 questionnaires have to be conducted.
▪ The fieldwork will cover operating hours of the airport to maximize the heterogeneity of departing
passengers and replicate the true distribution of departing passengers at any given airport.
▪ Collect no more than 10 completed surveys per single gate visit (If more than 10 as a target,
airports shall plan multiple visits).
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Sample plan review
Verify quarterly targets
HOR
Modified
Original
24
1
100% 1 17
1
6
Do I know about drastic changes
Modified 1 100% 1 in my flight schedule that should
OPO Original 19 6 5 8
Modified 19 100% 6 5 8 increase/decrease the quota?
PDL Original 9 7 2
Modified 9 100% 7 2
TER Original 4 1 3
Modified 4 100% 1 3
Are there direct flights not yet
Destinations are served by included in the plan?
the airlines?
In case you require to adjust your sample plan, please refer to pp. 38-41 for further explanation on the change
process.
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Section 4: Fieldwork Guidelines
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When?
Arrival at the gate
▪ 30 minutes before the announced boarding time for narrow body flights (<230 seats);
▪ 45 minutes before the announced boarding time for wide body flights.
❑ space the data collection over the entire available waiting time before boarding
▪ to include in the sample those travellers who usually arrive at the gate early
▪ to include travellers that arrive at a time closer to the boarding call (e.g., passengers
spending time in business lounges).
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Who / Where?
Randomized selection (1/8)
2. Identifying the seating area allocated to the gate studied; Follow the examples
provided on the next slides explaining a randomized data collection. The examples
take into consideration a data collection with 1 or 2 agents and a data collection with 1
or multiple tablets used.
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Who / Where?
Randomized selection with one or multiple tablets (1/3)
Please note there is NO minimum quota for collecting questionnaires. Agents may collect only 1, 2, 3 or more
surveys up to a maximum of 10 surveys per gate visit if required per sample plan.
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Who / Where?
Randomized selection with one or multiple tablets (1/3)
Please note there is NO minimum quota for collecting questionnaires. Agents may collect only 1, 2, 3 or more
surveys up to a maximum of 10 surveys per gate visit if required per sample plan.
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Who / Where?
Randomized selection with one or multiple tablets (1/3)
Please note there is NO minimum quota for collecting questionnaires. Agents may collect only 1, 2, 3 or more
surveys up to a maximum of 10 surveys per gate visit if required per sample plan.
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How?
Data collection
offer to the passenger the different language versions available; the objective is to provide the
version that most appropriately addresses the linguistic needs of the passenger; questionnaires in
the local languages, the language of the flight’s destination and English are basic requirement.
stay in the departure area while the passengers are filling in the survey in order to be available
for passengers’ questions. If the passenger is unclear about the meaning of an item, the agents
should not try to explain the meaning of the question or the item; it is the passenger’s
understanding that is relevant.
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How?
Data collection
complete the ASQ Questionnaire on behalf of the passengers: Once the tablet is handed
over to the passenger, all questions must be self-completed by the passenger at the gate
before boarding. It is not an interview.
have more than two fieldwork agents collecting data per single gate visit.
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DEPARTURES ON TABLET
DOs and DONTs: Overview on important fieldwork aspects
Fieldwork agent Random selection of Survey set up and final
Time related aspects Support activities Neutral attitude
requirements participants submission
• Trained on the ASQ • Arrive at the gate in • Approach passengers • Bring enough tablets • Introduce the survey • Login into ASQ App
fieldwork guidelines time (narrow body that are sitting in to collect the target in a neutral way by
different parts of the • Before handing
before data flights: 30 and wide questionnaiers reading the exact
gate tablet to the
collection on Tablet body flights: / 45 introduction text
• Check for Tablet(s) passenger:
minutes before • Distribute the provided in survey
• Trained on the ASQ battery level
boarding) questionnaire to a - complete flight
app. Use demo • Avoid any coaching
• Check for Wi-Fi information
version of app for • Distribute broad range of of / influence on the
connectivity (if
training. questionnaires passengers(Don’t passenger - Select language of
online)
evenly over time avoid older questionnaire and
• Fluent in local passengers) • Be available for • Don’t conduct an
keyboard needed by
language • Before boarding, clarification and to interview, ASQ
• Avoid distributing the passenger
collect the number receive back the questionnaire is self-
• Upper-intermediate two (or more)
of questionnaires completed by the • Once passenger
knowledge of English tablet from
according to your questionnaires to passenger returns tablet
passenger.
• Smart casual dress sample plan (and passengers travelling
• Don’t provide gifts to - Enter passcode
code or airport’s never collect more together
the participants - Submit survey
uniform than 10
• Visible airport ID questionnaires per - Validate if surveys
pass gate visit) have synchronized
• Maximum of 2
fieldwork agents per
gate visit
Please note that this is a summary. ALL fieldwork rules and guidelines have to be applied.
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ASQ Field Agent Certification
Objective: ACI wants to make sure every single agent collecting an ASQ questionnaire regardless where or when in
the world has the required knowledge.
Solution: We have created a certification addressed to the field agent(s) responsible for distributing and collecting
ASQ Departures questionnaires on tablet whilst passengers are at the departure gates.
Content
Certification explains:
The English version of the
• Why field agent role is important course will be launched at
• How to get ready for data collection the end of January 2022.
• How to execute data collection
• How to handle unusual circumstances during data collection
• Assessment to measure agent’s understanding - Unlimited attempts
The ASQ Field Agent Certification Enrolment Guide with Step-by-Step instructions will be provided to each
member end of January 2022.
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Section 5: Survey Management Tool (SMT)
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SMT – Survey Management Tool
List of Available Features
The SMT is a tool to help airports manage all of their survey data collection for all
ASQ Programmes.
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Login Page
Users and Page info
Users:
Two types of access: Manager and Interviewer
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Sample Plan & Reallocation
Purpose and Capabilities
Filters Functions
Targets
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Sample Plan & Reallocation
Targets Explained
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Sample Plan & Reallocation
Total Original-Explained
Original targets for each destination and airline pair is combined to calculate the
“Total Original”.
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Sample Plan & Reallocation
Target Modified/Completion Rate
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Sample Plan & Reallocation
Possible type of redistribution
When When
• At any time, once sample plan released • Before starting fieldwork or early as
possible during quarter
Where Where
• “Sample plan & Reallocation page” in SMT. • “Sample plan recalculation page” in SMT.
Why Why
• Destination(s) cancelled, • All Changes
Destination/Airline cancelled
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Sample Plan & Reallocation
How to reallocate
1. To reallocate click on an airline or a destination code in the table.
2. Take away a target from one cell to add it to another cell in the pop-up window.
3. Click on Save.
Step 2
-1
+1
Step 3
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Sample Plan & Reallocation
Rules
Reallocation Rules
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Sample Plan & Reallocation
Explanation Completion Rates
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SP Recalculation Request
Process flow & Instructions (1/2)
Airports submits Airport receives
ACI reviews Sample plan New sample plan Airport receives
recalculation result of ACI
request recalculated in SMT notification
change review
2
1
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SP Recalculation Request
Process flow & Instructions (2/2)
3
Enter flight details (e.g. traffic
type, IATA carrier & destination
code etc)
5
Do not forget to “SUBMIT” your request
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Fieldwork Tracking
Monitor the fieldwork progression
Users can display the original, modified and completed targets with the available toggle buttons.
To download the
unweighted and raw
results (answers to your
completed surveys).
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Summary
Overview
Users with a “Manager” account can view the survey completion of their own airport
as well as that of other airports in the programme.
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Compliance
Overview
Monitor your compliance status in regards to ASQ fieldwork rules and your sample plan.
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Users
Manager and Interviewer access
Users with a “Manager” account can create/modify other user accounts.
Two different accesses available: Manager and Interviewer roles. Interviewer has only access to the Home, Sample Plan and Fieldwork tracking
tabs. Interviewer will not be able to make changes to the Sample Plan.
3 Complete form
Click here
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Info
Settings
Use the “Info” tab to specify & review the important settings for your airport, that
will be reflected in your App (survey structure) and final reports (benchmark).
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Info
Custom Panel
Select a Custom Panel (Customized Airport group) used for the benchmark section in your
data and reports.
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Info
Particularities and Skip Logic
Specify the particularities at your airport and define items from the ASQ
questionnaire that do or do not apply at your airport.
The tablet environment has been improved to incorporate skip logics to ensure that respondents only see the questions
relevant to their experience.
With the skip logics, the questions will be presented according to respondents' answers and the airport’s particularities. The
implementation of skip logics therefore implies that airports must provide their particularities before the start of each quarter.
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Optional questions
ASQ Departures PLUS subscription
With a subscription to ASQ Departures PLUS, airport members can select up to five additional questions
from a pre-defined questions catalogue. The questions are strategically and seamlessly integrated in the
Departures survey. All questions will be available in the 50 languages covered by ASQ.
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Section 6: ASQ APP (Data Collection)
In this section…
✓ What if?
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Get the Most out of the Technology
To get the most out of the technologies and eliminate any undesirable
events, there are some key steps to follow:
This section provides all information to ensure optimal use of the tools.
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System Requirements for Tablets
Here are the system requirements to ensure optimal use of the App
Device: Apple or Android (preferably from a well-known brand)
Version: Most recent versions of iOS and Android available by Apple or Google
vendors
Android users: Must have the latest version of Chrome web browser
Digital Infrastructure: VMWare Workplace ONE does not allow installation and use of ASQ
Surveys App
Using tablets that do not meet the minimum criteria can compromise the data collection and
the transfer of completed questionnaires to our server.
Using device with screen smaller than what is recommended can modify the respondent
experience, therefore may add a bias in your results.
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The ASQ App
The ACI ASQ Progressive Web App (PWA) will be used for the data collection.
Online/Offline mode:
The data is collected and stored on the device and
is synced automatically when online connectivity is
available.
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Installation process
GET READY!
Steps to prepare your tablets for data collection
Step 1 – Install the App
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Installation process
STEP 1 - Install the App (on an iPad )
1 2
From a Web browser Create the App icon on
on your tablet, access the home screen of your tablet.
the URL provided by
ACI ASQ
A
C
D
The ASQ icon
appears on
your Home
Screen
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Installation process
STEP 1 - Install the App (on an iPad – cont’d )
Only for iOS offline
iOS 12.1 introduced an issue in the Safari software Short video to watch if you are
which may impact the offline usage of the ASQ tablet planning to use iOS offline
application on iPad. In order to avoid issues while
using the application on the tablet, a few extra clicks
are needed:
Once you have added the App on your home screen
as explained in the previous slide:
• Open Safari again and close the ASQ app tab
• Close Safari
• Before accessing the application, go to
Settings: on the left, select Safari
• Then on the right side, select "Clear History and
Website Data“ - Click Clear
• Now click on the ASQ Survey app button. You can
now use the app online and offline.
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Installation process
STEP 1 - Install the App (on an Android)
1 2
From a Web browser Create the App icon on
on your tablet, access the home screen of your B
the URL provided by tablet.
ACI ASQ
A
C
The ASQ icon
appears on
your Home
Screen
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Installation process
STEP 2 - Install Keyboards
By now, you should have advised ACI ASQ of the
languages that you want to offer to your passengers.
To optimize the respondents experience and ensure
that they can type comments in their own languages,
you must install the keyboards on your tablet.
The process might be slightly different depending on your device, but here are the main steps to
add a language to your keyboard.
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Installation process
STEP 3 – Deactivation of some tablet features
Devices are usually set up with basic features such as:
• Auto-Correction (to spellcheck words as you type)
• Enable predictive text (technology that suggests
words the user may want to insert)
Deactivate features since you do not want to create
any bias in the responses. For example, just by typing 1-
2 letters, the tool could suggest a word that a previous
passenger has entered.
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Access the survey
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Access the survey
STEP 1 - Login
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Access the survey
STEP 2 – User accounts
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Access the survey
STEP 2 - USER vs. DEMO Account
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Access the survey
STEP 3 – Access the survey
5
After entering the username and password:
start a new survey Menu
(see details
in next slide)
Select the
Departures
programme
View your counts of
If an agent has more than one airport associated to completed surveys &
their account, he/she simply has to select the how many were properly
airport in the list to start data collection. transferred to ASQ.
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Access the survey
STEP 3 – Access the survey – cont’d
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Access the survey
STEP 3 – Access the survey – cont’d
The App is easy to use. Main features are accessible in the Menu.
1
2
3
4
6
5
1) Home button: to go back to the home page of the App. Allows to start a new survey mid interview if respondent does
not wish to continue.
2) About: current version of the App, other parameters of the App.
3) Synchronize: force a synchronisation of all interviews, if desired. All interviews are automatically synched as soon as
an internet connection (Wi-Fi) is available.
4) Sign out: sign out of the current user session. Allows to change users or to logout after data collection.
5) Title (text) ACI ASQ Surveys: has the same function as the ‘Home button’ described at number 1.
6) Connectivity status icon: displays the connectivity status of the App. If the App has an Internet connection, the Wi-Fi
icon will be displayed. Otherwise, the Wi-Fi icon will display a bar crossing it sideways to signify an offline mode.
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STEP 3 – Access the survey (cont’d)
Working in offline mode
The App works in both offline or online mode. If you work in offline mode the following icon will be
shown.
To use the offline mode you must log into your account while you have access to a Wi-Fi. Once
you signed in with success and reached the app Home Page you can disconnect the Wi-Fi or
join the area where the service will be interrupted.
o As long as the tablet is in offline mode a user can not be disconnected.
o All the interviews are stored locally on the device.
Once the tablet detected a Wi-fi, the interviews will be automatically synchronized and sent to
our server.
o If the tablet is not connected long enough to the
Wi-Fi, the transfer will continue the next time
tablet detects a Wi-Fi. ZZZ airport
o To make sure the synchronization has
completed, you can access the Info page in the
App. Questionnaires with a checkmark have
been synchronized.
o The interviews will then be counted and
displayed on the SMT under the Fieldwork
Tracking tab.
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AGENT: DATA COLLECTION ON SITE
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DATA COLLECTION
Overall flow
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DATA COLLECTION
Step 1 – set up & introduction
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DATA COLLECTION
Step 1 – set up & introduction (cont’d)
After entering
flight letters, only
numbers related
to airline will
show to facilitate
the entry.
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DATA COLLECTION
Step 1 – set up & introduction (cont’d)
• Agent asks for the preferred survey language. The agent selects the
language and the right keyboard to support the language. Then, he
presses “Next”. A message appears asking to give the tablet to the
passenger.
Language selection
❶
50 languages
❷ are available.
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DATA COLLECTION
Step 1 – set up & introduction (cont’d)
After language and keyboard selection, agent presses “Next”. A message appears
asking to give the tablet to the passenger.
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DATA COLLECTION
Step 2 – survey & validation
• As part of quality control: at the end of the survey, the passenger will have to
review the flight information entered in the beginning by the agent to confirm
validity.
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DATA COLLECTION
Step 2 – survey & validation (cont’d)
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DATA COLLECTION
Step 3 – Survey submission
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DATA COLLECTION
Ending a data collection session
When an agent has completed his/her shift, he has to connect the tablet to a Wi-Fi (if working offline). A
completed survey will automatically be synchronized (sent) to our database and can be tracked under
the info icon as seen below.
Remember: Even if not yet connected to Wi-F, the surveys are always locally store on your tablet:
You may at all time manage your fieldwork data collection by referring to the SMT (Survey Management
Tool) website’s Fieldwork Tracker – to ensure you are on target and what targets remain to be
interviewed.
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What if? (1 of 2)
A colleague's account remains open
when you access the app?
You do not want to complete interviews that will
be counted under a colleague account. On app
Home Page you can see the name of the agent
the account is linked to. If it's not your account
click on Not you? You will be signed out and ZZZ airport
redirected to the Login page.
You think that you have completed a survey, but when you want to start a new one,
you see the Continue button?
You should not see Continue current survey button if no survey has been interrupted after you started.
Make sure you have completed the agent section and press Submit. In doubt, press Continue current
survey to complete the survey and press Submit to reach the Done page.
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What if? (2 of 2)
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The following slides list the ASQ awards eligibility criteria required before the
pandemic. ASQ team has and will continue to monitor/adapt ASQ awards
eligibility requirements considering the ongoing global impact of the
pandemic. Please refer to the ACI website and ASQ operational
communications to find current ASQ Awards criteria.
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ASQ Awards
Eligibility criteria (1/4)
Complying with fieldwork guidelines will enable airports to satisfy at least the
minimum eligibility criteria stated in this section on the quarterly basis
for awards.
Submitted ASQ questionnaires that have been self-completed by the passenger. In the event of a visual
inspection, no submitted questionnaire must present clear evidence of non-compliance to the self-
completion rule (e.g. of clear evidence: all questions filled by the agent, second ticking in rated
items/questionnaires etc.).
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ASQ Awards
Eligibility criteria (2/4)
Distribution Criteria
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.
Airport shall have collected a maximum of ten (10) questionnaires per gate visit.
TOLERANCE:
The equivalent of 5% of the total gate visits where more than ten (10) questionnaires were collected will be
tolerated.
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ASQ Awards
Eligibility criteria (3/4)
Distribution Criteria
Airport shall have obtained a completion rate (proportion of completed questionnaire against the original
target) of 100%, per traffic type (domestic and international).
TOLERANCE:
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.
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 (from Monday to Sunday) and collected at
least 30 questionnaires on each of the seven (7) days.
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ASQ Awards
Eligibility criteria (4/4)
Airport shall have distributed their fieldwork evenly over all three (3) months of a given quarter.
TOLERANCE:
Minimally, the 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
In the event that an on-site audit has been performed at a given airport, the eligible airport shall have
obtained a PASS mark.
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Data collection compliance tool
Supporting excel based tool to track your eligibility
Access the Excel based compliance tool in your SharePoint training kit
provided by ACI ASQ
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Data collection compliance tool
Distribution Tracker
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Data collection compliance tool
Quarter Countdown
Quarter Countdown: Tells user how days remaining for fieldwork by month
and weekday. Information needed to plan fieldwork.
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Data collection compliance tool
Sample plan Tracker
The tool uses your sample plan and number of questionnaires collected to
calculate completed and remaining targets.
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Data collection compliance tool
Data entry-To be completed
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How to get support from your ASQ team?
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