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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.

Additional materials

Appendices

Publication information

242 pages · 8.5 x 11 ·
ISBN Ebook: 0-309-09422-4
DOI: https://doi.org/10.17226/26444

Suggested citation

National Academies of Sciences, Engineering, and Medicine. 2021. Guidebook on Conducting Airport User Surveys and Other Customer Research. Washington, DC: The National Academies Press.

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Guidebook on Conducting Airport User Surveys and Other Customer Research (2021)

Chapter: Part III - Developing a Customer Research Program

Additional materials

Publication information

Suggested citation

My Academies

Guidebook on Conducting Airport User Surveys and Other Customer Research (2021)

Chapter: Part III - Developing a Customer Research Program