26 Jan 2012
An on-line survey of TSA’s Customer Service & Quality Inspection Managers, (CSQIMs) conducted in the Summer of 2011 by OSO Communications, yielded the following statistics.
84% of respondents utilize the Customer Service Card at their airports.
89% believe, from their experience, that the paper Comment Card is the best medium for passengers.
92% believe that passengers should be provided both options, a paper card and an on-line capability, or just the paper card option.
The most common responses for retaining the paper card are:
Most passengers want the immediate written ability to provide either a complaint, a compliment, or a comment.
Many passengers are older and do not have access to a computer.
TSA could discontinue the paper Comment Card if computer kiosks were set up at every airport.
Customers with compliments are less likely to wait until they get in front of a computer to provide their comments.
We therefore conclude that based upon the experience of our CSQIMs in the field, the physical paper Customer Comment Card is a critical vehicle for collecting and evaluating customer satisfaction responses.
Joe Paradis
The Source Network/National Shift Brief
OSO Field Operations - Communications
Program Analyst
NAC Alumnus
MHT Office: 603-391-3276
Cc: Nick Panuzio, OSO Communications
| File Type | application/msword |
| Author | test |
| Last Modified By | joanna.johnson |
| File Modified | 2012-01-27 |
| File Created | 2012-01-27 |