Survey

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

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

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

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.

	The entry process experience positively affected my desire to return to the U.S.  Go to question 11
	The entry process experience did not affect my desire to return to the U.S.  Go to question 11
	The entry process experience negatively affected my desire to return to the U.S.  Go to question 11

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

Select one answer.

	The entry process experience positively affected my desire to travel internationally
	The entry process experience did not affect my desire to travel internationally
	The entry process experience negatively affected my desire to travel internationally

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

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.

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 1651-0135. 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 9^th Street, NW., Washington DC 20229.