Dahl/Talking PointsFred Leistiko
From: Maureen.DahI@faa.gov
Sent: Thursday, January 14, 2010 11:10 AM
Cc: Steve.Engebrecht@faa.gov; Andrew.Galen@faa.gov; Gary.Gates@faa.gov;
Dave.Stelling@faa.gov
Subject: SPAM-HIGH: Fw: INFO: Talking Points: FAA Office of Airports Customer Survey
FYI.
Mgmt & Program Assistant
FAA H.N ADO
2725 Skyway Drive; Ste 2
Helena, MT 59602
(406) 449-527I
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
11 th, 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:Hsvy.cfigroup.conVcgi-bin/gwebcoiporate.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 26`h 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.