Amended Survey (English) 2/23/2011

Customer Survey English paper version 2_18_2011.doc

Voluntary Customer Surveys

Amended Survey (English) 2/23/2011

OMB: 1651-0135

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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 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


  1. 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 9

Global Entry Program Kiosk (Visitor) Go to question 8



  1. 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




  1. How would you characterize your wait time?


Select one response.


Short

Reasonable

Long

Don’t know





  1. 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

Not Applicable

Communicated clearly?







Processed your entry efficiently?







Provided assistance when needed?







Was professional?







Was welcoming?




















  1. 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

Not Applicable

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










  1. Considering your entry process experience, did you feel welcome to the U.S.?


Select one answer.


Yes

No

Unsure




  1. How did your entry process experience affect your desire to return to the United States?

(This question is for non-U.S. citizens only)


Select one answer.


Positively Go to question 10

No effect Go to question 10

Negatively Go to question 10


  1. How did your entry process experience affect your desire to travel internationally?

(This question is for U.S. citizens only)


Select one answer.


Positively

No effect

Negatively




  1. 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



Background Questions


  1. 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



  1. What is your gender?


Select one answer.



Male


Female









  1. Which age category best describes you?


Select one answer.



18 – 24


25 – 34


35 – 44


45 – 54


55 – 64


65 or over


  1. What country do you currently reside in?


_______________________________ (Name of country)




  1. 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.


Paperwork Reduction Act Statement: An agency may not conduct or sponsor an information collection and a person is not required to respond to this information unless it displays a current valid OMB control number and an expiration date. The control number for this collection is 1651-0098. This collection is voluntary. The estimated average time to complete this application is 5 minutes. If you have any comments regarding the burden estimate you can write to U.S. Customs and Border Protection, Office of Regulations and Rulings, 799 9th Street, NW., Washington DC 20229.




File Typeapplication/msword
File TitleCustoms and Border Protection Survey
AuthorLMI
Last Modified ByAuthorized User
File Modified2011-02-23
File Created2011-02-23

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