Customer Satisfaction Survey of “Pilot” towards “Air Traffic Services (ATS)”
Part 1. General Information
Please complete the following questions
1.1. Please specify your present position as a pilot
Captain
Co-Pilot
1.2 Which types of aircraft have you flown for the past year period?
1.3. Working experience as a pilot?
1.4. Your age?
under 30 years
30 years
above 30 years
40 years
above 40 years
50 years
above 50 years
1.5. Your organization/airlines:
1.6. Number of flights you have operated in the past year period:
Part 2. Satisfaction and Dissatisfaction of Air Traffic Services
From your experience with Air Traffic Services over the past year, please rate the level of your “Expected” and “ Satisfaction” level by giving points to each of the following dimensions of the service quality. (Scoring level: 1-2 = lowest; 3-4 = low; 5-6 = medium; 7-8 = high; 9-10 = highest)
2.1
Satisfied level
Suggestions
On-time performance from Air Traffic Services
1
2
3
4
5
6
7
8
9
10
Economy of fuel used in flight under safety standards
1
2
3
4
5
6
7
8
9
10
Knowledge, Skill and Capability of air traffic controller to deliver Air Traffic Services
1
2
3
4
5
6
7
8
9
10
English proficiency of air traffic controller
1
2
3
4
5
6
7
8
9
10
Conciseness and standard of flight information services received from air traffic controller
1
2
3
4
5
6
7
8
9
10
Responsiveness to your requests during flight operations for safety
1
2
3
4
5
6
7
8
9
10
Predictability from Air Traffic
1
2
3
4
5
6
7
8
9
10
Efficiency of the overall delay management
1
2
3
4
5
6
7
8
9
10
Agility and Seamlessness of all phases of flight
1
2
3
4
5
6
7
8
9
10
Efficiency of the air traffic management in unpredictable situations due to limitations of procedures and/or technology such as weather, VIP, etc
1
2
3
4
5
6
7
8
9
10
Efficiency of the designed airspace
1
2
3
4
5
6
7
8
9
10
How does the quality of VHF radio communication meeting your requirements?
1
2
3
4
5
6
7
8
9
10
Sufficiency, Accuracy and Currentness of Flight Information Services provided by air traffic controller to operate flight safely
1
2
3
4
5
6
7
8
9
10
2.2
Readability
Suggestions
How does listening (readability) to the air-ground VHF radio communication meeting your requirements?
1
2
3
4
5
6
7
8
9
10
2.3 From your overall experience in using Air Traffic Services (ATS) of ATSD during last year, was there any circumstances which causes your dissatisfaction in the following aspects?
Yes
No
Satisfied level
Safety
1
2
3
4
5
6
7
8
9
10
Capacity
1
2
3
4
5
6
7
8
9
10
Efficiency
1
2
3
4
5
6
7
8
9
10
Empathy
1
2
3
4
5
6
7
8
9
10
Predictability
1
2
3
4
5
6
7
8
9
10
Reliability
1
2
3
4
5
6
7
8
9
10
Responsiveness
1
2
3
4
5
6
7
8
9
10
Assurance
1
2
3
4
5
6
7
8
9
10
2.4 From the dissatisfaction above, please provide suggestions for improvement. If you have experienced relevant good practices from foreign air navigation service providers, please also included here.
Part 3. Additional information to improve air navigation services
3.1 Please indicate the communication channel you have used to communicate with ATSD (can select more than 1 channel)
used
1. Formal/informal meetings e.g. Airspace user
- Direct contact with ATSD’ staffs
- Offices/control tower/area control center
- Customer relations activities
2. ATSD’s Safety management section
3. Website: www.ats.mcaa.gov.mn
3.2. Have you ever participated in ATSD’s customer satisfaction survey of pilots towards Air Traffic Services (ATS) in the past?
None
Yes
Please specify:
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