SPAM-HIGH: Fw: INFO: Talking Points: FAA Office of Airports Customer Survey
FYI.
Maureen Dahl
Mgmt & Program Assistant
FAA HLN ADO
2725 Skyway Drive; Ste 2
Helena, MT 59602
(406) 449-5271
----- Forwarded by Maureen Dahl/ANM/FAA on 01/14/2010 10:03 AM -----
2010 Airports Customer Satisfaction Survey
Talking Points
The Office of Airports Customer Satisfaction Survey returns this year.
Based on feedback from the 2007 survey, we have been conducting more FAA
Regional Airport Conferences, more public outreach and continue to
improve the timeliness of responses to issues and requests.
We have made a number of changes to make it easier for customers to
respond to this year’s survey. Our survey was moved from the end of the
calendar year to open during the construction off-season and it will
stay open for comments for three months, from January through March
2010. (The last survey was open September through October, 2007. We
have also built in the contractual flexibility to keep the survey open
longer - through April 11th, if we need more time.)
Customers who work with multiple airports offices may complete a survey
for each one. Previous surveys only allowed customers to complete one
survey, even if they work with more than one Airports office.
Only registered customers will receive an invitation and link to the
survey when it opens. Due to privacy concerns, we are not able to use
industry email lists to invite our customers to take the survey. In
November and December 2009, FAA Public Affairs published announcements
through electronic publications such as Av Daily and directly to
national, regional and state based industry organizations to invite
customers to register. Regional and District Offices are sending
invitations directly to customers who are on in-house email lists. Of
course, customers may also call or email for help or to request the
registration link.
Registration is on the web. At the link below, customers provide their
name, email address and the number of surveys they would like to
receive. The website is:
https://svy.cfigroup.com/cgi-bin/qwebcorporate.dll?idx=2MBZRS
<https://svy.cfigroup.com/cgi-bin/qwebcorporate.dll?idx=2MBZRS>
(We tried to get a simplified link, but were told it is technically not
possible. We will work with the government contracting office on a
remedy for the next survey.)
Registration will close March 26th or later. (We will receive updated
lists of sign-ups weekly and can move the closing date even further out
if needed.)
To better understand how our response to customer feedback impact
scores, it is important to ask the same basic questions from one survey
to the next, and we’ve worked to maintain that consistency. However,
survey experts encouraged us to shorten and simplify questions, and
customers wanted the ability to provide open ended comments regardless
of the score. To address these, we:
* * * * *Simplified and reduced redundancy in some questions, while
keeping the depth of the survey the same. (It is still longer than
experts recommend, but it covers a lot of ground and we opted for
thorough coverage of our programs and consistency with our previous
survey and will review simplification again after the 2010 survey.)
* * * * *Provided open comment boxes by subject area. Removing the
dependency on a lower score for example, provides the customer with the
opportunity to qualify or add to an excellent rating, a capability only
enabled for lower ratings on the last survey.