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OCR for page 44
44 Table 16. Example reporting of Airport APM Performance Measure #4: Actual and Scheduled Capacity (Peak Versus All Other) for February 10, 2010 (in total passengers). Day Month-to-Date Year-to-Date Peak All Other Peak All Other Peak All Other Scheduled 16,000 24,000 160,000 240,000 656,000 984,000 capacity Actual 15,900 22,300 156,200 220,100 648,700 909,600 capacity To track performance over time, it is recommended 4: Ease of use/wayfinding that Actual and Scheduled Capacity (Peak Versus All Other) 5: Informational/announcements be calculated for the day, month, and year, with all of those 6: Helpfulness of staff measures reported daily and rounded to the hundreds. The 7: Responsiveness to complaints measures reported for the month and the year are always NSE = Number of survey elements. The number of survey cumulative-to-date, and they reset upon the start of the new elements in the passenger satisfaction survey with a mean month or new year. For example, if the daily report is being passenger satisfaction (MPSSE) greater than 0. If any MPSSE issued for the 10th of February for a particular year, the equals 0, it is not to be included in the count of NSE. reported daily measure would be for the 10th of February, the PSSE = Passenger satisfaction per survey element. The passen- reported monthly measure would be the cumulative avail- ger satisfaction rating of a survey element on a passenger ability of days one through 10 of February, and the reported satisfaction survey. yearly measure would be the cumulative availability of the MPSSE = Mean passenger satisfaction per survey element. days from January 1st through February 10th. The mean passenger satisfaction rating of a survey element An example of how the Actual and Scheduled Capacity across NS passenger satisfaction surveys. (Peak Versus All Other) performance measures could be S = Survey. A completed passenger satisfaction survey. reported for the day of February 10, 2010, is provided in NS = Number of surveys. The number of completed pas- Table 16, and the Airport APM Performance Measures report- senger satisfaction surveys for a particular survey element. ing form can be found in Exhibit A as Form B. "Completed" means that a survey element has been given a numerical rating of 1 to 5. If a survey element has not been answered or has been answered as "N/A" or "0," then the 5.3.7Airport APM Performance Measure #5: survey element is considered incomplete and is not to be Passenger Satisfaction included in the count of NS. 5.3.7.1Definition Passenger Satisfaction is the degree or level of contentment 5.3.7.2 Data Requirements and Sources of passengers using the airport APM system and is defined as: The data and sources required to calculate Passenger Sat- isfaction are provided in Table 17. SE=1 MPSSE NSE PS = The sources of data for the Passenger Satisfaction measure NSE will likely be the passenger satisfaction survey, an example of which is provided in Exhibit A, and passenger satisfaction PSSE NS MPSSE = S=1 surveyor records, which are discussed in more detail in the NS next section. Where: 5.3.7.3Data Collection Techniques and Calculating and Recording the Measure PS = Passenger Satisfaction. SE = Survey element. The particular topic in the passenger It is recommended that the collection of data for the Pas- satisfaction survey about which airport APM passengers senger Satisfaction performance measure be accomplished are questioned, as follows: throughout the month, with reporting of the measure upon 1: System availability/wait time closeout of each month. 2: Convenience/trip time For this measure, data can be collected using one or more 3: Comfort/ride quality and cleanliness of the following methods:

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45 Table 17. Data requirements and sources, Airport APM Performance Measure #5: Passenger Satisfaction. Data Requirement Source 1 Date of passenger feedback Passenger satisfaction surveys Passenger satisfaction surveyor records 2 Number of survey elements Passenger satisfaction surveys Passenger satisfaction surveyor records 3 Number of surveys Passenger satisfaction surveys Passenger satisfaction surveyor records Numerical rating of each survey Passenger satisfaction surveys 4 element Passenger satisfaction surveyor records Forms. Survey forms, as provided in Exhibit A, should Email/Internet. The email/Internet survey method is simi- be reduced to a postcard size and be readily available to lar to the phone-in survey method in that an email or web airport APM passengers on the trains, in the stations, address could be posted at various locations in the airport and in other high-circulation areas where airport APM APM system inviting passengers to complete the survey passengers will pass by or wait. Secure drop boxes should form via email or directly in a web browser via the Inter- be well-placed in stations or similar areas to allow pas- net. Passengers could again likely use their cell phones via sengers to return the completed surveys with ease. Ad- this method, which makes it a convenient method for both dresses should be preprinted on the opposite side of the the passenger and organization collecting the data. It could card to allow passengers to return the surveys by U.S. even prove to increase the response rate as compared to postal mail as well. Survey forms may be the most cost- other methods. In addition, this method would likely be effective method to obtain data for the Passenger Satis- appreciably more cost effective than the phone-in or face- faction measure, and therefore are likely to be the most to-face methods, thereby making it one of the more attractive commonly used. options. Face-to-face contact. Employing the use of a subcontractor, or employees of the airport or the APM O&M organization, The primary difference between these data collection is another method that can be used to obtain Passenger methods is that feedback occurs only upon the initiative of Satisfaction data. The surveyor(s) can be posted at a sta- the passenger under the forms, phone-in, and email/Internet tion and ask alighting (rather than boarding) airport APM methods, whereas for the face-to-face method, feedback passengers to rate their satisfaction for the survey elements occurs upon the initiative of the data collection organization provided in Exhibit A. This data collection method can be through interactive, one-on-one contact. If an organization costly if performed on a regular basis but likely is the best relies solely on obtaining feedback via methods dependent way to obtain objective feedback. It may also be the best only on the passengers' initiative, the Passenger Satisfaction way to obtain the greatest quantities of feedback, thereby measure could be more representative of passenger dissatis- providing greater confidence in the overall Passenger Sat- faction since it could be assumed that passengers might be isfaction performance measure. more motivated to provide feedback when encountering a Phone-in. The phone-in survey method could be a conve- bad experience than an expected or good experience. Under this nient way of collecting data from passengers because of the premise, it is recommended that organizations at a minimum popularity and common use of cellular telephones. A toll- collect 10 surveys per month (approximately 2 to 3 per week) free number could be posted throughout the airport APM using an employee, for example, to elicit and record responses system inviting passengers to phone in their perceptions to survey elements via face-to-face contact with passengers. of their experience using the system. The survey elements It is also recommended that a permanent, continuous data could be collected via a system where passengers listen to collection method be implemented using one of the other the questions then provide their single-digit numerical rat- methods listed previously to acquire as much feedback on ing when prompted. At the end of the survey, passengers passenger satisfaction performance for the airport APM system could leave a voicemail, if desired. This method, although as possible. The more surveys that have been completed for convenient for both passengers and the organization col- the month via both of these methods, the more confidence lecting the data, could be costly, at least possibly for the there can be that the Passenger Satisfaction performance mea- initial investment in the telephone/computer system that sure is generally representative for all measures of passenger would manage this effort. satisfaction.