HAS ARRIVING PASSENGER SATISFACTION QUESTIONNAIRE FINAL Interviewer Comments Section. Time (in 24 hours:)
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1 HAS ARRIVING PASSENGER SATISFACTION QUESTIONNAIRE FINAL William P Hobby George Bush Intercontinental (HOU) (IAH) Interviewer Comments Section Date Time (in 24 hours:) Terminal: Carousel: Interviewer name: Significant weather delays: 1 Yes 2 No Hi! I m from XXXXXXXX and I m conducting a survey for the [if (HOU) = William P Hobby; if IAH= George Bush Intercontinental] Airport. Do you have a few minutes for me to get your opinions about your arrival experience at this airport today? 1 English 2 Spanish S1. Did you arrive on a domestic or international flight today? 1 International 2 Domestic 3 Neither (meeter and greeter) Terminate If IAH S2. In which terminal did you arrive? Note to Interviewer: If don t know, assign terminal interview taking place. 1 Terminal A 2 Terminal B 3 Terminal C 4 Terminal D/Customs 5 Terminal E 1. What is the primary purpose of your trip today? 1 Leisure/Vacation/Visiting friends/relatives 2 Business 3 Both Business/Non-Business 4 School-Related 5 Health-Related 6 Other 2. Are you staying in Houston or connecting? 1 Houston is my final destination 2 I am connecting 3. How many items did your (immediate) travel party check as baggage today? # 4. Including yourself, how many people are in your immediate travel party/do those bags represent?
2 If Q4 is >1 Ask Q4a 4a. How many children under the age of 19 are you traveling with? PN: Start off with Not traveling with children under 19 and show up to 10 places. Skip Q4b if not traveling with children under 19. 4b. For each child under the age of 19 you are traveling with, please select the child s age in the box(es) below. Under On which airline did you fly to Houston today? If 0 in Q3 Skip to Q7 6. Based on your experience at [if (HOU) = William P Hobby; if IAH= George Bush Intercontinental] Airport today, please rate your satisfaction with the following items using a 1 to 7 scale where 1 is very dissatisfied, and 7 is very satisfied. How about... Baggage Claim a. Signs or directions to the baggage claim area b. Information on which baggage carousel to use c. Cleanliness of the baggage carousel area d. Timeliness of baggage delivery e. Accuracy of receiving all baggage f. Distance from gate to baggage claim g. BAGGAGE DELIVERY OVERALL
3 7. Now we would like you to rate the Airport Staff on the same 7 point scale. How would you rate Based on your experience at [if (HOU) = William P Hobby; if IAH= George Bush Intercontinental] Airport today, please rate your satisfaction with the airport staff using a 1 to 7 scale where 1 is very dissatisfied, and 7 is very satisfied. How about... (Include N/A) Airport Staff a. Helpfulness of airport staff b. Courtesy of airport staff c. AIRPORT STAFF OVERALL If INTERNATIONAL AT S1 8. Where did you or are you clearing customs? 1 Departing airport Skip to Q10 2 Here at [if (HOU) = HOU; if IAH= IAH] If Q8 = 2 8a. How long was your wait at IMMIGRATION/PASSPORT CONTROL? Minutes If Q8 = 2 9. Please rate Immigration Passport Control. (Note to interviewer if IAH: these are the people upstairs.) Immigration Passport Control a. Signs and directions to the Passport Control process b. Time required for Immigration Passport Control Processing c. Courtesy/helpfulness of Immigration Passport Control staff d. Appearance of Immigration Passport Control Area e. Professional attitude of officers f. IMMIGRATION PASSPORT CONTROL OVERALL 10. Considering your entire experience at [if (HOU) = HOU; if IAH= IAH], please rate your Overall experience today at the airport. 11. Based upon your overall experience at this airport today how likely would you be to recommend [if (HOU) = William P Hobby; if IAH= George Bush Intercontinental] Airport to others? This time I d like you to use a scale from 0 to 10 where 0 is not at all likely and 10 = extremely likely. Very unlikely Very likely (Recommend) PN: MIN 0, MAX How many minutes did you wait before receiving your baggage? Minutes 12a. Did you visit a food or beverage shop in this airport today and make a purchase? 1 Yes 2 No 12b. How would you rate food or beverage in this airport using a 1 to 7 scale where 1 is very dissatisfied, and 7 is very satisfied?
4 13a. Did you visit a retail shop or news shop in this airport today and make a purchase? 1 Yes 2 No 13b. How would you rate retail or news shops in this airport using a 1 to 7 scale where 1 is very dissatisfied, and 7 is very satisfied? If HOUSTON FINAL DESTINATION IN Q2 14. What are all the types of transportation you will use to leave the airport today? Q15. Where did you park? If HOU If IAH 1 Private or Company Car (ask 15) 7 Taxi 2 Rental Car/Rental Car Shuttle 8 Limo/Executive Car/TownCar 3 Hotel Shuttle 9 Charter/Tour Bus 4 Off Airport Parking Shuttles 10 Public Bus 5 Other Shuttle (e.g., shared ride) 11 TNC/Uber 6 [DO NOT SHOW FOR (HOU)] The below ground Inter-Terminal Train 12 Other 1 Dropped off 2 Airport Valet 3 Airport Parking Garage 4 ecopark 5 Other off airport parking (e.g., Parking Spot) 1 Dropped off 5 Terminal D/E Parking 2 Airport Valet 6 ecopark (covered parking) 3 Terminal A/B Parking 7 ecopark (uncovered parking) 4 Terminal C Parking 8 Other off airport parking (e.g., Parking Spot) Now I have just a few final questions and then we ll be finished. 16. Please indicate your region of residence. 1 United States of America (USA) 2 Mexico (MEX) 3 Europe (EUR) 4 Central & South America (CSA) 5 Canada (CAN) 6 Asia, Africa, Australia (AAA) 7 Middle East (ME) 8 Other Ask 16b in USA in Q16 16b. What is your home zip code? Ask 16c if 3,4,6,7 in Q16 include drop down box of countries for each region. 16c. Please indicate your country of residence. 17. In what year were you born? 19
5 18. Which of the ranges on this screen best describes your household s total annual income before taxes? (US $) (SHOW SCREEN) Letter a Under $25,000 b $25,000 - $49,999 c $50,000 - $74,999 d $75,000 - $99,999 e $100,000 - $124,999 f $125,000 - $149,999 g $150,000 - $174,999 h $175,000 - $199,999 i $200,000 - $249,999 j $250,000 or more k Don t know (not shown) 19. Is there anything else you would like to share about your experience at the airport today? Please be as specific as possible and tell us anything you want good or bad. 20. (Record Gender) 1 Male 2 Female 21. If you would be interested in future survey opportunities, please enter your address below. THANK YOU VERY MUCH FOR PARTICIPATING IN THIS SURVEY
Interviewer Comments Section
William P Hobby (HOU) Central Concourse ( ), West Concourse (Includes International) ( ) George Bush Intercontinental (IAH) Terminal A ( ), B ( ), C ( ), D ( ), E ( ) Interviewer Comments Section Date
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