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 On-time performance from Air Traffic Services
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.2 Efficiency of take-off sequencing under safety standards
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
2.3. Efficiency of landing sequencing under safety standards
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
2.4. Economy of fuel used in flight under safety standards
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.5.a. Knowledge, Skill and Capability of air traffic controller to deliver Air Traffic Services
Satisfied level
Air traffic controller
1
2
3
4
5
6
7
8
9
10
Flight information officer
1
2
3
4
5
6
7
8
9
10
2.5.b. Please provide your feedback, if you have any comments regarding the knowledge, skill & capability of air traffic controllers to deliver Air Traffic Services.
Suggestions
ZMCK / TWR
APP
ACC
Domestic airport
2.6. English proficiency of air traffic controller
Satisfied level
Air traffic controller
1
2
3
4
5
6
7
8
9
10
Flight information officer
1
2
3
4
5
6
7
8
9
10
2.7. Conciseness and standard of flight information services received from air traffic controller
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.8. Responsiveness to your requests during flight operations for safety
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.9. Predictability from Air Traffic
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.10. Efficiency of the overall delay management
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.11. Agility and Seamlessness of all phases of flight
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.12. Efficiency of the air traffic management in unpredictable situations due to limitations of procedures and/or technology such as weather, VIP, etc.
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.13. Efficiency of the designed airspace
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.14. Efficiency of the designed SID/STAR according to aircraft performances
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
2.15. Efficiency of the designed performances Instrument Approach Procedure according to aircraft performances
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
2.16. How does listening (readability) to the air-ground VHF radio communication meeting your requirements?
Readability
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.17. How does the quality of VHF radio communication meeting your requirements?
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.18. If you answered "insufficient" to the above question / interruption, hearing loss,noise /, at which frequency do these deficiencies occur?
Command 129.0 MHz
Aerodrome ground-to-ground communication 121.7 MHz
Emergency 121.5. MHz
ZMCK / TWR
120.0 MHz
Emergency 121.5. MHz
APP
2.19. How do you evaluate the operation of the omnidirectional ultra-short wave radio beacon (DVOR/DME)?
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
2.20. How do you evaluate the operation of the landing system (ILS)?
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
2.21. How do you evaluate the operation of automatic information (ATIS) system of "Chinggis Khaan" international airport?
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
2.22. How do you evaluate the operation of the automatic meteorological observation (AWOS) system?
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.23. Sufficiency, Accuracy and Currentness of Flight Information Services provided by air traffic controller to operate flight safely
Satisfied level
Suggestions
ZMCK / TWR
1
2
3
4
5
6
7
8
9
10
APP
1
2
3
4
5
6
7
8
9
10
ACC
1
2
3
4
5
6
7
8
9
10
Domestic airport
1
2
3
4
5
6
7
8
9
10
2.24. 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
If yes rate satisfaction 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
2.25 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
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