Consulting Services and Collaboration The Company shall act as MNAA’s on-site provider, responsible for planning and overseeing the collection of passenger survey data, working in concert with MNAA’s designated liaison(s) and ACI’s ASQ support team to ensure seamless and compliant survey administration. The Company will be solely responsible for planning data collection schedules, managing the field team, and ensuring that all activities conform to the guidelines outlined by ACI’s ASQ program. Collaboration between the Company, MNAA, and ASQ is critical to achieving the desired number of completed surveys and ensuring the reliability of collected data. Regular communication (e.g., email updates or scheduled calls) is expected to address logistical matters, training requirements, and any factors that may affect data collection efforts. Methodology The Company shall conduct surveys through face-to-face interactions with departing passengers at various gates or designated areas inside the BNA terminal. The ACI ASQ Program prescribes a standardized questionnaire available in more than 50 languages. Each survey takes approximately 10 minutes to complete, covering around 18 questions (56 variables) about the passenger’s experience. The Company shall use tablets—supplied and maintained by the Company—for data entry, ensuring that the devices’ cameras are disabled to comply with ASQ privacy requirements. The ASQ software application will be installed on all tablets used for data collection, and the Company shall be responsible for any necessary technology troubleshooting to ensure uninterrupted fieldwork. All departing passengers are eligible to participate in the survey, ensuring a 100% incidence rate since there are no filter questions that would exclude any passenger. Sampling and Quarterly Requirements On a quarterly basis, ACI/ASQ issues a sample plan to participating airports that specifies how surveys should be distributed among airlines and destinations to achieve statistically significant results. The Company must use this sample plan to organize fieldwork, ensuring that all required airlines and destinations are covered according to the specified ratios. To maintain ASQ compliance, the Company shall plan data collection evenly across each quarter, encompassing at least two data-collection days per month and covering a minimum of seven days in total during each quarter. Sampling must include weekdays and weekends, as well as morning and evening flight banks. The Company shall fully upload all completed surveys by the end of each quarter in accordance with ASQ’s specifications. If MNAA elects a different survey count in a given quarter, the Company will be notified in writing and shall then meet the revised requirement. Scheduling and Coordination with Flight Operations The Company shall be responsible for obtaining or verifying flight schedules from publicly available sources, with general guidance provided by MNAA as needed, to align field activities with actual flight operations. Since flight schedules may change due to seasonal variations, airline adjustments, or other operational factors, the Company must continuously monitor and adjust its data collection schedule to ensure full coverage of the required flights. Any significant discrepancy between the sample plan and actual flights should be communicated promptly to MNAA, along with proposed corrective measures. Field Staff and Training All individuals performing data collection must complete the mandatory ASQ online training provided by ACI prior to engaging with passengers. This training, generally 1.5 hours in duration, addresses data collection rules, survey distribution, and passenger engagement guidelines. After completing the training, each Agent must receive certification from ACI/ASQ, and proof of certification shall be provided to MNAA upon request. Agents must be fluent in English and exhibit professional behavior while interacting with passengers. Depending on BNA’s demographic needs, additional language skills may be beneficial. The Company must ensure Agents dress neatly, wear visible identification, and adhere to all MNAA policies and guidelines to avoid any disruption to passenger flow, airport security, or airline operations. Data Collection Management The Company shall manage its team in a manner that ensures all ASQ and MNAA requirements are met. This includes, but is not limited to: Planning Fieldwork: Creating a monthly or weekly schedule that ensures random selection of passengers and coverage of all flight times and days per ASQ requirements. Real-Time Oversight: Monitoring Agents to confirm that the correct survey method is used, questions are administered without bias or leading, and no incentives are offered to participants. Continuous Training: Updating field teams on any changes in the questionnaire, best practices for approaching passengers, and any directives issued by MNAA or ASQ. Data Synchronization and Reporting At the conclusion of each survey day—or at intervals dictated by ASQ procedures—the Company shall synchronize or upload all collected data to the ASQ platform. The Company must also maintain a local backup of data as a safeguard against connectivity or system issues. By the end of each quarter, the Company must fully submit all surveys to keep MNAA in good standing with the program. In addition, the Company shall furnish MNAA with a quarterly summary and interim monthly updates outlining: Total Surveys Completed: The final count of surveys and confirmation they meet (or exceed) the quarterly target. Sample Compliance: Evidence that data collection was distributed as per ASQ’s plan (i.e., airlines, destinations, time of day, etc.). Challenges or Deviations: A brief account of any significant obstacles or deviations from the plan and how the Company resolved them. MNAA may request interim updates (e.g., monthly progress reports) to ensure the data collection process remains on track. Any potential shortfall in meeting the quarterly quota must be reported immediately to MNAA, along with a plan to remediate.
