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CHAPTER 6 Employee Surveys Many of the issues related to planning and designing employee surveys are common to other types of airport user surveys, and the reader will be referred to those sections of the guidebook where applicable. Employees working at the airport are an important user group. Although their numbers may be relatively small, they use the airport facilities and services frequently, and their attitudes to those facilities and services can affect other people's uses and perceptions. Airport employees for the purpose of this chapter include employees of the airport operator as well as those of air- lines, government agencies, and other organizations providing services or support functions at the airport. 6.1 Purpose of the Survey and the Data to Be Collected The reasons for conducting employee surveys are often similar to the reasons for conducting air passenger surveys, and frequently the two are part of the same study. Employee surveys are also conducted to address employee-related issues. The types of issues addressed through employee sur- veys include the following: Satisfaction with airport facilities and services--to identify areas where improvements are required, track trends, and assess whether specific actions have improved satisfaction levels. Concession planning and performance--to collect information on use of concessions, length of breaks, problems with current concessions, and desired improvements. Employees can be significant users of the concessions, especially food and beverage concessions, and should be considered in their design. Transportation planning--to obtain information on employees' modes of transport to and from work, routes, travel times, work schedules, parking requirements, and desired improvements. Employee issues--to obtain feedback on security or emergency procedures, and employee communications. As with all airport user surveys, the first step in conducting an employee survey is to outline its goals and purpose. (See Chapter 2 for a discussion on specifying goals, defining the purpose of a survey, the importance of doing so, and who should be involved.) The choice of employees to be included will depend on the purpose of the survey and could include the following: All people working on airport property. All employees based at the airport; this group excludes visiting flight crews, taxi drivers, etc. Selected employer or employee groups, such as airport authority staff or airline flight crew. 119