Customer Satisfaction Questionnaire – ATS

Dear Customer

This questionnaire has been developed to assess the attitude towards quality within “ALBCONTROL SHA” and where necessary identify areas where improvement can be undertaken. The analysis will be based on the overall results of the responses given and each individual response will remain anonymous.
The sole purpose of this survey is to identify areas for improvement and customer satisfaction index in our processes with the aim to enhance the quality of work. It will only need around 3 min of your time.

Thank you for your cooperation!

Question Title

* 1. Do you find our approach to customer relations satisfactory?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 2. How satisfied are you with the services we provide? Do they meet the expected safety standards?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 3. How satisfied are you with the adherence to ATC rules and procedures?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

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* 4. How satisfied are you with the use of the ATC standardized phraseology?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

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* 5. How satisfied are you with the ATCO performance in managing critical situations?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 6. What is your overall impression on capacity and delays in Albanian airspace?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 7. How satisfied are you with the optimization of Instrument Approach Procedures?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 8. How satisfied are you with the horizontal en-route flights efficiency?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 9. How satisfied are you with the average taxi time’s delays?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 10. How do you estimate the overall quality of our ATS services?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 11. Please provide details on how to improve "En-route", APP, TWR services that we provide.

Question Title

* 12. How do you estimate the reliability and availability of the communication, navigation and surveillance equipment?

Very poor

Below average (poor)

Average

Above average (good)

Excellent

Question Title

* 13. Please provide details of any deficiencies in the CNS services we provide.

Question Title

* 14. Is any specific service that you can rate as “poor” or “below average”? Please specify:

Question Title

* 15. Recommendations and remarks.

Question Title

* 16. Your information

Customer name

Company

Organization

Position

Your e-mail address

Question Title

* 17. Consent

I give my consent Albcontrol to collect and process my personal data with the purpose of evaluating our activity through a questionnaire.
By giving consent:

I understand that the data administrator is Albanian Air Navigation Services Provider (Albcontrol)

I understand that I can request this data to be verified at any time through an access request, as well as I can request a copy thereof.

I understand that I can request that the data about me, which is no longer required, to be deleted.

I understand that my data will be destroyed within 12 months after the evaluation.

Code: 4-4.4.1-01 CS Valid from: 17.11.2017 Edition: 5 Status: INTERNAL