Customer Satisfaction Survey

#	Question Category	Status	OMB Question #	Question	Answers
1	Confidence in Security Procedures	New	N/A	How confident are you that the security screening procedures that were used to screen your body are effective at keeping air travel secure?	Extremely confident / Very confident / Moderately confident / Slightly confident / Not at all confident
2	Confidence in Security Procedures	OMB Approved	7	How satisfied are you that you and your carry-on items were effectively screened?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
3	Confidence in Screening Equipment	New	N/A	How confident are you that <THE DEVICE> used to screen your carry on baggage are effective at finding items that could be dangerous?	Extremely confident / Very confident / Moderately confident / Slightly confident / Not at all confident
4	Confidence in Personnel	OMB Approved	4	How confident are you in the ability of the TSA personnel you experienced to keep air travel safe from individuals with hostile intentions?	Extremely confident / Very confident / Moderately confident / Slightly confident / Not at all confident
5	Experience at Checkpoint	OMB Approved	1	How satisfied are you overall with your experience at the passenger security checkpoint?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
6	Experience at Checkpoint	New	N/A	Did you go through <device/screening process> today?	YES / NO
7	Experience at Checkpoint	New	N/A	Please consider the following statement. I was comfortable being screened by the < device, with a procedure, etc.>."	Strongly agree / Agree / Neither agree nor disagree / Disagree / Strongly disagree
8	Experience at Checkpoint	New	N/A	Please consider the following statement. I would rather be screened by the <device> than <current policy>."	Strongly agree / Agree / Neither agree nor disagree / Disagree / Strongly disagree
9	Experience at Checkpoint	New	N/A	Please consider the following statement. The amount of time it took to be screened by the <device> was reasonable."	Strongly agree / Agree / Neither agree nor disagree / Disagree / Strongly disagree
10	Experience at Checkpoint	New	N/A	Please consider the following statement. I feel that I was adequately informed about the <specific policy> before I arrived at the passenger security checkpoint today."	Strongly agree / Agree / Neither agree nor disagree / Disagree / Strongly disagree
11	Satisfaction with Wait Time	OMB Approved	18	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 did not know what to expect
12	Satisfaction with Wait Time	OMB Approved	21	How satisfied were you with the length of time you waited in line before the passenger security checkpoint?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
13	Satisfaction with Wait Time	OMB Approved	23	How long, in minutes, did you wait in line before you passed through the walk-through metal detector or alternate screening device?	0 to 15 minutes / 15 to 30 minutes / 30 to 45 minutes / 45 to 60 minutes / More than 60 minutes
14	Satisfaction with Screening Time	OMB Approved	22	How satisfied were you with the amount of time it took to screen you and your carry-on items?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
15	Satisfaction with Screening Time	OMB Approved	24	What is the maximum acceptable security screening time for you from the moment you enter the queuing line to when you leave the checkpoint?	5 minutes / 10 minutes / 15 minutes / 20 minutes / 25 minutes / 30 minutes / 35 minutes / 40 minutes / 45 minutes / More than 45 minutes
16	Satifaction with Wait Time	OMB Approved	20	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 / Not applicable
17	Separation from Belongings	OMB Approved	5	If you were separated from your carry-on items, could you maintain visual contact with the items at all times?	YES / NO / I was not separated from my carry-on items
18	Convenience of Divesting	New	N/A	The <PROCEDURE OR EQUIPMENT> at the checkpoint made the screening process ________________________.	Very easy / Somewhat easy / Neither easy nor difficult / Somewhat difficult / Very difficult
19	Convenience of Divesting	OMB Approved	17	From start to finish how easy was it for you to physically comply with the security requirements? Please explain.	Very easy / Somewhat easy / Neither easy nor difficult / Somewhat difficult / Very difficult
20	Quality of Checkpoint Communication	OMB Approved	12	How satisfied were you with the way security procedures were explained to you at the passenger security checkpoint?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied / Not applicable
21	Quality of External Communication	OMB Approved	13	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 / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied / Not applicable
22	Quality of External Communication	OMB Approved	15	Before traveling today, how well informed were you about passenger security procedures?	WELL INFORMED / SOMEWHAT INFORMED / SLIGHTLY INFORMED / POORLY INFORMED
23	Quality of Printed or Posted Materials	OMB Approved	14	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 / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
24	Customer Service - Personnel Courtesy	OMB Approved	8	How satisfied were you with the courtesy of the passenger security screeners?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
25	Customer Service - Personnel Attentiveness to Duty	OMB Approved	9	How satisfied were you with the passenger security screeners' attentiveness to their duties?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
26	Customer Service - Personnel Attentiveness to Duty	OMB Approved	6	How would you rate the thoroughness of the passenger screening you received?	EXCESSIVE / APPROPRIATE / INADEQUATE / DON'T KNOW
27	Customer Service - Cheeckpoint Environment	OMB Approved	10	How satisfied were you with the environmental aspects (lighting, temperature, amount of space, etc.) of the security checkpoint?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
28	Customer Service - Cheeckpoint Environment	OMB Approved	11	How satisfied were you with the cleanliness of the security checkpoint?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied
29	Passenger Demographic Information	OMB Approved	28	What is your age range?	UNDER 30 / 30-49 / 50-69 / 70 OR ABOVE
30	Passenger Demographic Information	OMB Approved	29	What is your gender?	FEMALE / MALE
31	Passenger Demographic Information	New	N/A	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
32	Passenger Demographic Information	OMB Approved	26	What is the purpose of your trip today?	BUSINESS / LEISURE / OTHER
33	Miscellaneous	OMB Approved	25	Do you have additional comments about your experience going through the passenger security checkpoint today?	OPEN-ENDED
34	Baggage Screening Area	OMB Approved	2	How satisfied were you overall with your experience at the checked baggage screening area?	Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied / Not applicable
35	Baggage Screening Area	OMB Approved	19	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 / Not applicable
	= Standard set of general satifaction questions
	= Standard set of demographic questions