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Tenant Surveys 131
When using the results of a mystery shopper survey, it is important to take these potential lim-
itations into consideration.
7.8 Summary
Surveys of tenants are usually conducted to collect information for studies of the economic
impact of airports or to determine tenant satisfaction with the airport as landlord. The best method
for conducting these types of surveys is to send invitations to participate by email with a link to a
Web-based survey. All tenants will usually be surveyed using this approach, with follow-up emails
and telephone calls to those not responding. The surveys should be conducted by respected third
parties with assurances that the data will remain confidential. Tenant surveys are relatively
inexpensive to conduct compared to other airport user surveys.
Mystery shopper surveys are a different form of tenant survey. Their purpose is to anonymously
collect detailed information for assessing the performance of airport concessions. This informa-
tion is used to identify each concession's strengths and deficiencies as well as specific improvements
that could be made.
