Summary of Specifications:
1) INTRODUCTION: Through this Request for Bids (RFB), the Wayne County Airport Authority (Airport Authority) hereby invites businesses that meet the qualifications set forth herein to submit Bids for providing customer satisfaction and related survey fielding services at Detroit Metropolitan Wayne County Airport (Detroit Metro Airport). These surveys are conducted on a regular basis to obtain information from passengers regarding their satisfaction with the facilities provided and services offered at Detroit Metro Airport. The survey responses help Airport Authority management to better understand the needs and demographics of our passengers. 2) GENERAL INFORMATION: The Airport Authority currently participates in Airport Council International’s (ACI) Airport Service Quality (ASQ) Program. Each quarter, ACI provides the Airport Authority with surveys, to be completed by travelers, and an analysis of the results. The Airport Authority, through the use of an independent contractor, distributes and collects approximately 1,000 surveys with departing travelers at airline gate areas in the North and McNamara Terminals at Detroit Metro Airport. Questionnaires, which take travelers about 10 minutes to complete, cover a wide array of customer satisfaction topics. Cleanliness of the facilities, quality of restaurants and shops, availability of ground transportation, value of parking facilities, wait time at security checkpoints, and airline service elements are among the topics. Additional customer surveys or facilitated focus groups may be required on an ad-hoc basis to gather information on passenger demographics or conduct further market research.
