Melbourne Airport

Corporate Information

Quality Service Monitoring

A Terminal based, quantitative survey that measures passenger satisfaction of Airport Facilities and Customer Service Experience.  Passengers are surveyed via face-to-face interviews and the sample includes passengers for each destination and travelling on each of the airlines. The surveys are conducted seven days a week in both our Domestic and International Terminals.  This feedback from passengers is vital for the development of new facilities and services throughout the airport.  Our QSM program is ISO 20252 accredited to ensure we use best practice standards for our fieldwork practices.

Any Market Research Company or Individual wishing to conduct research of any nature in any of our terminals (Domestic or International) must first contact the Customer Analytics Co-ordinator on survey.staff@melair.com.au, we have strict guidelines as well as Terms and Conditions that must be adhered to.   There is an access charge for Market Research companies or individuals to undertake their own research or alternatively they can also look to commission Melbourne Airports Market Research Team to conduct their fieldwork on their behalf.  A copy of the Terms and Conditions can be found in the below link. 

Terms & Conditions

Airport Service Quality (ASQ)
The ACI ASQ aims to be the world’s best airport customer service analysis and benchmarking program. ASQ monitors the opinions of thousands of passengers at departure gates around the world. The survey is conducted year-round and is based on a standard questionnaire that covers 31 key service items.

Melbourne Airport participates in the ASQ research because it offers a world benchmark and best practice in monitoring service quality.

ASQ is a benchmarking tool for airports to test consumer satisfaction levels across a range of services and operations. The main program has more than 180 airports participating and is designed for airports which require regularly updated information on their service performance for operational and strategic decision-making. More than half of the world’s top 100 airports participate in ASQ.

The program offers quarterly results providing insight and comparisons with service performance of airports all over the world.  Each airport is benchmarked against its peers to give an indication of performance standards versus other ports.