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The National Academies

ACRP Synthesis 11-03/Topic S01-06 [Final (Synthesis)]

How Airports Measure Customer Service Performance
[ ACRP 11-03 (Synthesis of Information Related to Airport Practices) ]

  Project Data
Funds: $40,000
Authorization to Begin Work: 7/18/2011 -- estimated
Staff Responsibility: Gail R. Staba
Research Agency: KRAMER Aerotek Inc.
Principal Investigator: Lois Kramer
Effective Date: 2/16/2012
Completion Date: 9/7/2013
Fiscal Year: 2012

TRB’s Airport Cooperative Research Program (ACRP) Synthesis 48: How Airports Measure Customer Service Performance examines the strategic importance of customer service and how airports are measuring the quality of customer service.

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