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pdf# Question Category
Status
OMB Question # Question
1 Confidence in Security Procedures
OMB Approved
3
2 Confidence in Security Procedures
New
N/A
3 Confidence in Security Procedures
New
N/A
4 Confidence in Security Procedures
New
N/A
5 Confidence in Security Procedures
OMB Approved
6 Confidence in Security Procedures
New
N/A
7 Confidence in Screening Equipment
New
N/A
8 Confidence in Personnel
OMB Approved
9 Confidence in Personnel
New
7
4
N/A
10 Experience at Checkpoint
OMB Approved
1
11 Experience at Checkpoint
New
N/A
12 Experience at Checkpoint
New
N/A
13 Experience at Checkpoint
New
N/A
14 Experience at Checkpoint
New
N/A
15 Experience at Checkpoint
New
N/A
Response
How confident are you in the ability of the TSA security process you experienced to keep air travel secure from individuals with hostile intentions?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How confident are you that the security screening procedures that were used on you and your baggage are effective at keeping air travel secure?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How confident are you that the security screening procedures that were used to screen your body are effective at keeping air travel secure?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How confident are you that the security screening procedures that were used on your baggage are effective at keeping air travel secure?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How satisfied were you that you and your carry-on items were effectively screened?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How confident are you that carry-on items are thoroughly screened?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How confident are you that used to screen your carry on baggage are effective at finding items that could be dangerous?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How confident are you in the ability of the TSA personnel you experienced to keep air travel secure from individuals with hostile intentions?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How confident are you in the ability of the TSA personnel you experienced at the checkpoint today to keep air travel secure?
VERY CONFIDENT
FAIRLY CONFIDENT
NOT VERY CONFIDENT
NOT AT ALL CONFIDENT
How satisfied were you overall with your experience at the passenger security checkpoint?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
Overall, how satisfied were you with your experience at the security screening checkpoint?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
Did you go through today?
YES
NO
Did a TSO open and inspect your baggage at the security checkpoint today?
YES
NO
Was a plastic bag available to you for your liquids at the passenger security checkpoint today?
YES
NO
DON'T KNOW
Please consider the following statement. I was comfortable being screened by the < device, with a procedure, etc.>."
STRONGLY AGREE
AGREE
DISAGREE
STRONGLY DISAGREE
Page 1 of 6
# Question Category
Status
OMB Question # Question
16 Experience at Checkpoint
New
N/A
17 Experience at Checkpoint
New
N/A
18 Experience at Checkpoint
Satisfaction with Wait Time
New
N/A
19 Experience at Checkpoint
New
N/A
20 Experience at Checkpoint
New
N/A
21 Experience at Checkpoint
New
N/A
22 Experience at Checkpoint
Satisfaction with Wait Time
New
N/A
23 Experience at Checkpoint
New
N/A
24 Experience at Checkpoint
New
N/A
25 Experience at Checkpoint
New
N/A
26 Experience at Checkpoint
New
N/A
Response
DON'T KNOW
Please consider the following statement. I would rather be screened by the than ."
STRONGLY AGREE
AGREE
DISAGREE
STRONGLY DISAGREE
DON'T KNOW
Please consider the following statement. I feel that the screening process at this airport was consistent with policies at other airports."
STRONGLY AGREE
AGREE
DISAGREE
STRONGLY DISAGREE
DON'T KNOW
Please consider the following statement. The amount of time it took to be screened by the was reasonable."
STRONGLY AGREE
AGREE
DISAGREE
STRONGLY DISAGREE
DON'T KNOW
Please consider the following statement. I feel that I was adequately informed about the before I arrived at the passenger security checkpoint today."
STRONGLY AGREE
AGREE
DISAGREE
STRONGLY DISAGREE
DON'T KNOW
Overall, the security screening process was efficient and passenger-friendly.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
Overall, the security screening process was thorough and professional.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
The time required for security screening was reasonable.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
There was enough space in front of the X-Ray area to allow you to prepare.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
The flow of passengers through the checkpoint gave you enough time to prepare.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
There was enough space for you to gather your belongings after security.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
The checkpoint environment helped you to focus on the security process.
NO OPINION OR DOES NOT APPLY
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
Page 2 of 6
# Question Category
Status
OMB Question # Question
27 Satisfaction with Wait Time
OMB Approved
18
28 Satisfaction with Wait Time
New
N/A
29 Satisfaction with Wait Time
OMB Approved
21
30 Satisfaction with Wait Time
New
N/A
31 Satisfaction with Wait Time
OMB Approved
23
32 Satisfaction with Wait Time
New
N/A
33 Satisfaction with Screening Time
OMB Approved
22
34 Satisfaction with Screening Time
New
N/A
35 Satisfaction with Screening Time
OMB Approved
24
36 Satisfaction with Screening Time
New
N/A
37 Separation from Belongings
OMB Approved
38 Separation from Belongings
New
N/A
39 Separation from Others in Party
New
N/A
40 Separation from Others in Party
New
N/A
5
Response
STRONGLY AGREE
Was the length of time you waited in line before the passenger security checkpoint. . .
MUCH LONGER THAN I EXPECTED
LONGER THAN I EXPECTED
ABOUT WHAT I EXPECTED
SHORTER THAN I EXPECTED
MUCH SHORTER THAN I EXPECTED
I HAD NO EXPECTATION
How long in advance did you arrive at the airport before your flight departure?
LESS THAN 1 HOUR
2 HOURS
3 HOURS
4 OR MORE HOURS
How satisfied were you with the length of time you waited in line before the passenger security checkpoint?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How acceptable was the length of time you waited in line at the security screening checkpoint?
COMPLETELY ACCEPTABLE
ACCEPTABLE
NEITHER ACCEPTABLE NOR UNACCEPTABLE
UNACCEPTABLE
COMPLETELY UNACCEPTABLE
How long, in minutes, did you wait in line before you passed through the walk-through metal detector?
OPEN-ENDED
How long did you wait in line before you passed through the walk-through metal detector?
0 to 15 minutes
15 to 30 minutes
30 to 45 minutes
45 to 60 minutes
More than 60 minutes
How satisfied were you with the amount of time it took to screen you and your carry-on items?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How acceptable was the amount of time it took to complete the security screening process?
COMPLETELY ACCEPTABLE
ACCEPTABLE
NEITHER ACCEPTABLE NOR UNACCEPTABLE
UNACCEPTABLE
COMPLETELY UNACCEPTABLE
What is the maximum acceptable security screening time for you from the moment you enter the queuing line to when you leave the checkpoint?
OPEN-ENDED
What is the maximum acceptable time you think it should take to complete the checkpoint security screening process? Up to:
5 minutes
10 minutes
15 minutes
20 minutes
25 minutes
30 minutes
35 minutes
40 minutes
Other
If you were separated from your carry-on items, could you maintain visual contact with the items at all times?
YES
NO
DON'T KNOW
WAS NOT SEPARATED FROM MY CARRY-ON ITEMS
If you were separated from your carry-on items, were you able to see your items at all times?
NO
YES
I WAS NOT SEPARATED FROM MY CARRY-ON ITEMS
During any point in the screening process, were you separated from any other people with whom you were traveling?
NO
YES
I WAS NOT TRAVELING WITH ANYONE
If you were separated from your travel companion(s), were you able to see them and speak with them at all times?
NO
YES
Page 3 of 6
# Question Category
Status
OMB Question # Question
41 Stress Level
New
N/A
42 Convenience of Divesting
New
N/A
43 Convenience of Divesting
OMB Approved
17
44 Quality of Communication
OMB Approved
16
45 Quality of Checkpoint Communication
OMB Approved
12
46 Quality of Checkpoint Communication
New
N/A
47 Quality of Checkpoint Communication
New
N/A
48 Quality of Checkpoint Communication
New
N/A
49 Quality of Checkpoint Communication
New
N/A
50 Quality of Checkpoint Communication
New
N/A
51 Quality of Checkpoint Communication
New
N/A
52 Quality of Checkpoint Communication
New
N/A
53 Quality of Checkpoint Communication
New
N/A
54 Quality of External Communication
OMB Approved
13
55 Quality of External Communication
OMB Approved
15
56 Quality of Printed or Posted Materials
New
N/A
57 Quality of Printed or Posted Materials
New
N/A
58 Quality of Printed or Posted Materials
New
N/A
Response
I WAS NOT TRAVELING WITH ANYONE
How comfortable were you with your experience at the security screening checkpoint?
VERY RELAXED
SLIGHTLY RELAXED
NEITHER RELAXED NOR STRESSED
SLIGHTLY STRESSED
VERY STRESSED
Did the at the checkpoint make the security screening process:
EASY
DIFFICULT
From start to finish how easy was it for you to physically comply with the security requirements? Please explain.
VERY EASY
EASY
SOMEWHAT DIFFICULT
VERY DIFFICULT
What type of media has helped educate you on the passenger security process? (Please check all that apply.)
TSA INTERNET SITE
AIRLINE OR TRAVEL SERVICE INTERNET SITE
AIRPORT SIGNAGE
PRINTED INFORMATION PAMPHLETS
TV/NEWSPAPER/RADIO/OTHER MEDIA
DISCUSSIONS WITH OTHER PASSENGERS/WORD OF MOUTH
OTHER (PLEASE SPECIFY)
How satisfied were you with the way security procedures were explained to you at the passenger security checkpoint?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
Were verbal instructions from the officers needed?
YES
NO
If so, were instructions provided by the officers?
YES
NO
Were the officers's verbal instructions clear?
YES
NO
Were the officer's verbal instructions helpful?
YES
NO
Were the officer's verbal instructions accurate?
YES
NO
Were the officer's verbal instructions sufficient to complete security screening?
YES
NO
Were officers courteous and professional in their interaction with you?
YES
NO
Did the officers' uniforms present a professional appearance?
YES
NO
How satisfied were you with the information about security procedures you received before you went to the airport (e.g., via the TSA web site)?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
Before traveling today, how well informed were you about passenger security procedures?
WELL INFORMED
SOMEWHAT INFORMED
SLIGHTLY INFORMED
POORLY INFORMED
Were additional printed materials needed at the checkpoint?
YES
NO
If so, were printed materials provided?
YES
NO
Were printed materials clear?
YES
Page 4 of 6
# Question Category
Status
OMB Question # Question
59 Quality of Printed or Posted Materials
New
N/A
60 Quality of Printed or Posted Materials
New
N/A
61 Quality of Printed or Posted Materials
New
N/A
62 Quality of Printed or Posted Materials
New
N/A
63 Quality of Printed or Posted Materials
New
N/A
64 Quality of Printed or Posted Materials
New
N/A
65 Quality of Printed or Posted Materials
New
N/A
66 Quality of Printed or Posted Materials
OMB Approved
14
67 Customer Service - Personnel Courtesy
OMB Approved
8
68 Customer Service - Personnel Courtesy
New
69 Customer Service - Personnel Attentiveness to Duty
OMB Approved
9
70 Customer Service - Personnel Attentiveness to Duty
OMB Approved
6
71 Customer Service - Cheeckpoint Environment
OMB Approved
10
72 Customer Service - Cheeckpoint Environment
OMB Approved
11
N/A
Response
NO
Were printed materials helpful in moving you through the checkpoint?
YES
NO
Were printed materials accurate?
YES
NO
Were printed materials sufficient?
YES
NO
Did signage effectively guide you through the security process?
YES
NO
Did signage clearly explain TSA's requirements?
YES
NO
Did signage clearly explain new technology at the checkpoint?
YES
NO
Was it easy to find information on how to prepare for the security checkpoint experience before coming to the airport?
YES
NO
How satisfied were you with the information about security procedures you received at the airport (e.g., via the signs and/or television monitors at the checkpoint or information
conveyed by TSA personnel during the screening process)?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How satisfied were you with the courtesy of the passenger security screeners?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How courteous were the security screeners you saw at the checkpoint?
VERY COURTEOUS
SOMEWHAT COURTEOUS
NEUTRAL
NOT VERY COURTEOUS
NOT AT ALL COURTEOUS
How satisfied were you with the passenger security screeners' attentiveness to their duties?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How would you rate the thoroughness of passenger screening you received?
EXCESSIVE
APPROPRIATE
INADEQUATE
DON'T KNOW
How satisfied were you with the environmental aspects (lighting, temperature, amount of space, etc.) of the security checkpoint?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
How satisfied were you with the cleanliness of the security checkpoint?
VERY SATISFIED
Page 5 of 6
# Question Category
Status
OMB Question # Question
73 Passenger Demographic Information - General
OMB Approved
28
74 Passenger Demographic Information - General
New
N/A
75 Passenger Demographic Information - General
OMB Approved
29
76 Passenger Demographic Information - Purpose of Travel
OMB Approved
26
77 Passenger Demographic Information - Frequency of Travel
New
N/A
78 Miscellaneous
OMB Approved
25
79 Baggage Screening Area
OMB Approved
2
80 Baggage Screening Area
OMB Approved
19
81 Airline Ticket Counter
OMB Approved
20
82 Airline Ticket Counter
New
N/A
Response
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
What is your age range?
UNDER 30
30-49
50-69
70 OR ABOVE
How old are you?
under 20
between 20 and 29
between 30 and 39
between 40 and 49
between 50 and 59
between 60 and 69
between 70 and 79
over 79
What is your gender?
FEMALE
MALE
What is the purpose of your trip today?
BUSINESS
LEISURE
OTHER
About how many round trip commercial airline flights have you taken in the last 12 months (INCLUDING THIS ONE)?
1-2
3-5
6-9
10-19
20 OR MORE
Do you have additional comments about your experience through the passenger security checkpoint today?
OPEN-ENDED
How satisfied were you overall with your experience at the checked baggage screening area?
VERY SATISFIED
SATISFIED
DISSATISFIED
VERY DISSATISFIED
DON'T KNOW
Was the length of time you waited in line at the baggage screening area…
MUCH LONGER THAN I EXPECTED
LONGER THAN I EXPECTED
ABOUT WHAT I EXPECTED
SHORTER THAN I EXPECTED
MUCH SHORTER THAN I EXPECTED
I HAD NO EXPECTATION
Was the length of time you waited in line at the airline ticket counter…
MUCH LONGER THAN I EXPECTED
LONGER THAN I EXPECTED
ABOUT WHAT I EXPECTED
SHORTER THAN I EXPECTED
MUCH SHORTER THAN I EXPECTED
I HAD NO EXPECTATION
Are you comfortable with the drop and go method for your checked baggage?
YES
NO
Page 6 of 6
| File Type | application/pdf |
| Author | tracy.waterson |
| File Modified | 2010-05-27 |
| File Created | 2010-05-27 |