Update ACRP Report 26: Guidebook for Conducting Airport User Surveys

ACRP Report 26: Guidebook for Conducting Airport User Surveys provides comprehensive guidance on conducting surveys using traditional techniques for obtaining the user characteristics data needed for facility planning and design.  Since its original publication, there have been significant changes in the industry and in customer behavior. New data sources (e.g., social media), new quantitative and qualitative means of data collection (e.g., smart devices), and access to “big data” have emerged.  Additionally, airports are increasingly focused on obtaining data to improve customer satisfaction and non-aeronautical revenue, which is not addressed in the original report. Research is needed to update and expand ACRP Report 26 to address these issues. The objective of this research is to update and expand ACRP Report 26 to include, at a minimum, the following: (1) New and emerging means of quantitative and qualitative data collection not generally available at the time of ACRP Report 26’s publication (e.g., web scraping, credit card data, social media), including the use of mixed methods; (2) Methods, guidance, and example instruments for collecting, analyzing, and reporting on information needed for consumer satisfaction and non-aeronautical revenue generation research (which were not included in the original report), including (a) Identifying existing and potential customer revenue sources (e.g., parking, concessions, subscription services, car rental, hotels, cargo, office space, and emerging opportunities) and (b) Methods of customer satisfaction measurement; (3) Tools (e.g., matrices, flow charts, decision trees) for identifying, screening, and selecting appropriate data collection methods based on (a) Airport characteristics (e.g., size, layout, geography, activity level, and activity mix); (b) Required level of detail, immediacy and frequency of measurements and results; (c) Resource requirements and availability (e.g., budget and staff); (d) Population(s) of interest (e.g., passengers, airport and tenant employees, meeters/greeters, well-wishers, crew, general public, or subgroups within); (e) Degree to which the results can be generalized beyond the sample, if appropriate; and (f) Level of statistical confidence/validity; and (4) Case study examples illustrating how highlighted practices were used at different airports and/or other industries.


  • English


  • Status: Completed
  • Funding: $450000
  • Contract Numbers:

    Project 01-43

  • Sponsor Organizations:

    Airport Cooperative Research Program

    Transportation Research Board
    500 Fifth Street, NW
    Washington, DC    20001

    Federal Aviation Administration

    800 Independence Avenue, SW
    Washington, DC  United States  20591
  • Project Managers:

    Navarrete, Joseph

  • Performing Organizations:

    JD Franz Research, Inc.

    Sacramento, California  United States 
  • Principal Investigators:

    Franz, Jennifer

  • Start Date: 20190610
  • Expected Completion Date: 20210531
  • Actual Completion Date: 0

Subject/Index Terms

Filing Info

  • Accession Number: 01677272
  • Record Type: Research project
  • Source Agency: Transportation Research Board
  • Contract Numbers: Project 01-43
  • Files: TRB, RIP
  • Created Date: Jul 31 2018 8:14PM