Survey Script

Traveler Satisfaction Survey
Introduction
This traveler satisfaction survey is being conducted by an independent company, MGS, on behalf of United
States Customs and Border Protection. The survey should take about five minutes and is completely voluntary.
Your insights will be used to help improve traveler experience at international airports like this one. Your
responses are strictly confidential and anonymous.
Please read each question carefully and follow the individual instructions for answering questions and skipping
questions, when appropriate.
Note: For certain questions you will select answers by filling in circles. Please fill in the circles completely.

1. Are you 18 years old or over?
Select one answer.

Yes → Go to question 2
No → Law prohibits anyone under 18 from taking this survey. Please return it to the interviewer.
Thank you for your time.

Entry Process
2. Which line did you use for the entry process?
Select one answer, then follow the directions next to the response you chose.

U.S. Citizen → Go to question 3
Visitor → Go to question 3
Global Entry Program Kiosk (U.S. Citizen) → Go to question 10
Global Entry Program Kiosk (Visitor) → Go to question 9

3. Starting with your wait in line and including time at the inspection booth, please provide your best estimate
for how long your entry process took.
Fill in the blank spaces below with the estimated hours and/or minutes you waited.

________ Hour(s)

________ Minute(s)

Don’t know

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4. How would you characterize your wait time?
Select one response.

Short
Reasonable
Long
Don’t know

5. To what extent do you agree or disagree that the U.S. Officer who processed you at the entry booth …
Fill in one circle for each of the questions below.
Question

Strongly
Agree

Agree

Somewhat Agree/
Somewhat Disagree

Disagree

Strongly
Disagree

Don’t
Know

Communicated clearly?
Processed your entry
efficiently?
Provided assistance
when needed?
Was professional?
Was welcoming?

6. To what extent do you agree or disagree with the following statements on the overall inspection area?
Fill in one circle for each of the statements below.
Statement

Strongly
Agree

Agree

Somewhat Agree/
Somewhat Disagree

Disagree

Strongly
Disagree

Don’t
Know

The signs were clear
and informative
The layout through the
entry process was clear
and easy to follow
Officials were helpful in
guiding travelers
through the processing
area
The video shown in the
entry process area was
helpful and informative
The processing area
was welcoming

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7. Considering your entry process experience, did you feel welcome to the U.S.?
Select one answer.

Yes
No
Unsure

8. Are you a U.S. citizen or are you just visiting the U.S.?
Select one answer.

U.S. citizen → Go to question 10
Visitor → Go to question 9

9. How did your entry process experience affect your desire to return to the United States?
Select one answer.

I would come back to the U.S. → Go to question 11
I would not come back to the U.S. → Go to question 11
Unsure → Go to question 11

10. How did your entry process experience affect your desire to travel internationally?
Select one answer.

I would travel internationally again
I would not travel internationally again
Unsure

11. Based on your entry process experience, do you have a more positive or negative impression of the United
States?
Select one answer.

More positive
More negative
No change

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Background Questions
12. Including this trip, how many times have you been through the United States entry process in the past 2
years?
Fill in the number of times in the blank space below.

________ Times
Don’t know

13. What is your gender?
Select one answer.

Male
Female

14. Which age category best describes you?
Select one answer.

18 – 24
25 – 34
35 – 44
45 – 54
55 – 64
65 or over

15. What country do you currently reside in?
_______________________________ (Name of country)

16. What country(ies) are you a citizen of?
_______________________________ (Name of country)
_______________________________ (Name of country)

The survey is complete. Please return it to the interviewer. Thank you for your time.

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