Guidebook on Conducting Airport User Surveys and Other Customer Research
2021

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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.

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Appendices

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

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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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Front Matter i-x
Chapter 1 - Introduction 1-8
Part I - Conducting Customer Research 9-120
Part II - Specific Survey Guidelines 121-212
Part III - Developing a Customer Research Program 213-217
Glossary 218-223
Acronyms and Abbreviations 224-224
References 225-226
Bibliography 227-231
Appendices 232-234

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

Chapter: References

Additional materials

Publication information

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

Chapter: References