Customer Satisfaction Performance Measurment Passenger Survey

#	Question Category		Status			OMB Question #	Question	Response
1	Confidence in Security Procedures		OMB Approved			1	How confident are you in the ability of the TSA security process you experienced to keep air travel secure from individuals with hostile intentions?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
2	Confidence in Security Procedures		OMB Approved			2	How confident are you that the security screening procedures that were used on you and your baggage are effective at keeping air travel secure?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
3	Confidence in Security Procedures		OMB Approved			3	How confident are you that the security screening procedures that were used to screen your body are effective at keeping air travel secure?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
4	Confidence in Security Procedures		OMB Approved			4	How confident are you that the security screening procedures that were used on your baggage are effective at keeping air travel secure?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
5	Confidence in Security Procedures		OMB Approved			5	How satisfied were you that you and your carry-on items were effectively screened?
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
6	Confidence in Security Procedures		OMB Approved			6	How confident are you that carry-on items are thoroughly screened?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
7	Confidence in Screening Equipment		OMB Approved			7	How confident are you that <THE DEVICE> used to screen your carry on baggage are effective at finding items that could be dangerous?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
8	Confidence in Personnel		OMB Approved			8	How confident are you in the ability of the TSA personnel you experienced to keep air travel secure from individuals with hostile intentions?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
9	Confidence in Personnel		OMB Approved			9	How confident are you in the ability of the TSA personnel you experienced at the checkpoint today to keep air travel secure?
									VERY CONFIDENT
									FAIRLY CONFIDENT
									NOT VERY CONFIDENT
									NOT AT ALL CONFIDENT
10	Experience at Checkpoint		OMB Approved			10	How satisfied were you overall with your experience at the passenger security checkpoint?
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
11	Experience at Checkpoint		OMB Approved			11	Overall, how satisfied were you with your experience at the security screening checkpoint?
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
12	Experience at Checkpoint		OMB Approved			12	Did you go through <device/screening process> today?
									YES
									NO
13	Experience at Checkpoint		OMB Approved			13	Did a TSO open and inspect your baggage at the security checkpoint today?
									YES
									NO
14	Experience at Checkpoint		OMB Approved			14	Was a plastic bag available to you for your liquids at the passenger security checkpoint today?
									YES
									NO
									DON'T KNOW
15	Experience at Checkpoint		OMB Approved			15	Please consider the following statement. I was comfortable being screened by the < device, with a procedure, etc.>."
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
16	Experience at Checkpoint		OMB Approved			16	Please consider the following statement. I would rather be screened by the <device> than <current policy>."
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
17	Experience at Checkpoint		OMB Approved			17	Please consider the following statement. I feel that the screening process at this airport was consistent with policies at other airports."
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
18	Experience at Checkpoint		OMB Approved			18	Please consider the following statement. The amount of time it took to be screened by the <device> was reasonable."
	Satisfaction with Wait Time								VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
19	Experience at Checkpoint		OMB Approved			19	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."
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
20	Experience at Checkpoint		OMB Approved			20	Overall, the security screening process was efficient and passenger-friendly.
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
21	Experience at Checkpoint		OMB Approved			21	Overall, the security screening process was thorough and professional.
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
22	Experience at Checkpoint		OMB Approved			22	The time required for security screening was reasonable.
	Satisfaction with Wait Time								VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
#	Question Category		Status				Question	Response
23	Experience at Checkpoint		OMB Approved			23	There was enough space in front of the X-Ray area to allow you to prepare.
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
24	Experience at Checkpoint		OMB Approved			24	The flow of passengers through the checkpoint gave you enough time to prepare.
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
25	Experience at Checkpoint		OMB Approved			25	There was enough space for you to gather your belongings after security.
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
26	Experience at Checkpoint		OMB Approved			26	The checkpoint environment helped you to focus on the security process.
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW [DON'T KNOW
									CHOOSE NOT TO ANSWER
27	Experience at Checkpoint		OMB Approved			27	If you traveled with a child / children today 12 years old or younger, how would you rate their screening?
									EXCESSIVE
									APPROPRIATE
									INADEQUATE
									DON'T KNOW
28	Satisfaction with Wait Time		OMB Approved			28	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 HAD NO EXPECTATION
29	Satisfaction with Wait Time		OMB Approved			29	How long in advance did you arrive at the airport before your flight departure?
									LESS THAN 1 HOUR
									2 HOURS
									3 HOURS
									4 OR MORE HOURS
30	Satisfaction with Wait Time		OMB Approved			30	How satisfied were you with the length of time you waited in line before the passenger security checkpoint?
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
31	Satisfaction with Wait Time		OMB Approved			31	How acceptable was the length of time you waited in line at the security screening checkpoint?
									COMPLETELY ACCEPTABLE
									ACCEPTABLE
									NEITHER ACCEPTABLE NOR UNACCEPTABLE
									UNACCEPTABLE
									COMPLETELY UNACCEPTABLE
32	Satisfaction with Wait Time		OMB Approved			32	How long, in minutes, did you wait in line before you passed through the walk-through metal detector?
									OPEN-ENDED
33	Satisfaction with Wait Time		OMB Approved			33	How long did you wait in line before you passed through the walk-through metal detector?
									0 to 15 minutes
									15 to 30 minutes
									30 to 45 minutes
									45 to 60 minutes
									More than 60 minutes
34	Satisfaction with Screening Time		OMB Approved			34	How satisfied were you with the amount of time it took to screen you and your carry-on items?
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
35	Satisfaction with Screening Time		OMB Approved			35	How acceptable was the amount of time it took to complete the security screening process?
									COMPLETELY ACCEPTABLE
									ACCEPTABLE
									NEITHER ACCEPTABLE NOR UNACCEPTABLE
									UNACCEPTABLE
									COMPLETELY UNACCEPTABLE
36	Satisfaction with Screening Time		OMB Approved			36	What is the maximum acceptable security screening time for you from the moment you enter the queuing line to when you leave the checkpoint?
									OPEN-ENDED
37	Satisfaction with Screening Time		OMB Approved			37	What is the maximum acceptable time you think it should take to complete the checkpoint security screening process? Up to:
									5 minutes
									10 minutes
									15 minutes
									20 minutes
									25 minutes
									30 minutes
									35 minutes
									40 minutes
									Other
38	Separation from Belongings		OMB Approved			38	If you were separated from your carry-on items, could you maintain visual contact with the items at all times?
									YES
									NO
									DON'T KNOW
									WAS NOT SEPARATED FROM MY CARRY-ON ITEMS
39	Separation from Belongings		OMB Approved			39	If you were separated from your carry-on items, were you able to see your items at all times?
									NO
									YES
									I WAS NOT SEPARATED FROM MY CARRY-ON ITEMS
40	Separation from Others in Party		OMB Approved			40	During any point in the screening process, were you separated from any other people with whom you were traveling?
									NO
									YES
									I WAS NOT TRAVELING WITH ANYONE
41	Separation from Others in Party		OMB Approved			41	If you were separated from your travel companion(s), were you able to see them and speak with them at all times?
									NO
									YES
									I WAS NOT TRAVELING WITH ANYONE
42	Stress Level		OMB Approved			42	How comfortable were you with your experience at the security screening checkpoint?
									VERY RELAXED SLIGHTLY RELAXED
									NEITHER RELAXED NOR STRESSED SLIGHTLY STRESSED
									VERY STRESSED
43	Convenience of Divesting		OMB Approved			43	Did the <PROCEDURE OR EQUIPMENT> at the checkpoint make the security screening process:
									VERY EASY
									EASY
									NEITHER EASY NOR DIFFICULT
									DIFFICULT
									VERY DIFFICULT
									CHOOSE NOT TO ANSWER
#	Question Category		Status				Question	Response
44	Convenience of Divesting		OMB Approved			44	From start to finish how easy was it for you to physically comply with the security requirements? Please explain.
							OPEN-ENDED
45	Quality of Communication		OMB Approved			45	What type of media has helped educate you on the passenger security process? (Please check all that apply.)
									TSA INTERNET SITE
									AIRLINE OR TRAVEL SERVICE INTERNET SITE AIRPORT SIGNAGE
									PRINTED INFORMATION PAMPHLETS TV/NEWSPAPER/RADIO/OTHER MEDIA
									DISCUSSIONS WITH OTHER PASSENGERS/WORD OF MOUTH OTHER (PLEASE SPECIFY)
46	Quality of Checkpoint Communication		OMB Approved			46	How satisfied were you with the way security procedures were explained to you at the passenger security checkpoint?
									VERY/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
47	Quality of Checkpoint Communication		OMB Approved			47	Were verbal instructions from the officers needed?
									YES
									NO
48	Quality of Checkpoint Communication		OMB Approved			48	If so, were instructions provided by the officers?
									YES
									NO
49	Quality of Checkpoint Communication		OMB Approved			49	Were the officers' verbal instructions clear?
									YES
									NO
50	Quality of Checkpoint Communication		OMB Approved			50	Were the officer's verbal instructions helpful?
									YES
									NO
51	Quality of Checkpoint Communication		OMB Approved			51	Were the officer's verbal instructions accurate?
									YES
									NO
52	Quality of Checkpoint Communication		OMB Approved			52	Were the officer's verbal instructions sufficient to complete security screening?
									YES
									NO
53	Quality of Checkpoint Communication		OMB Approved			53	Were officers courteous and professional in their interaction with you?
									YES
									NO
54	Quality of Checkpoint Communication		OMB Approved			54	Did the officers' uniforms present a professional appearance?
									YES
									NO
55	Quality of External Communication		OMB Approved			55	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/STRONGLY [POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
56	Quality of External Communication		OMB Approved			56	Before traveling today, how well informed were you about passenger security procedures?
									WELL INFORMED
									SOMEWHAT INFORMED
									SLIGHTLY INFORMED
									POORLY INFORMED
57	Quality of Printed or Posted Materials		OMB Approved			57	Were additional printed materials needed at the checkpoint?
									YES
									NO
58	Quality of Printed or Posted Materials		OMB Approved			58	If so, were printed materials provided?
									YES
									NO
59	Quality of Printed or Posted Materials		OMB Approved			59	Were printed materials clear?
									YES
									NO
60	Quality of Printed or Posted Materials		OMB Approved			60	Were printed materials helpful in moving you through the checkpoint?
									YES
									NO
61	Quality of Printed or Posted Materials		OMB Approved			61	Were printed materials accurate?
									YES
									NO
62	Quality of Printed or Posted Materials		OMB Approved			62	Were printed materials sufficient?
									YES
									NO
63	Quality of Printed or Posted Materials		OMB Approved			63	Did signage effectively guide you through the security process?
									YES
									NO
64	Quality of Printed or Posted Materials		OMB Approved			64	Did signage clearly explain TSA's requirements?
									YES
									NO
65	Quality of Printed or Posted Materials		OMB Approved			65	Did signage clearly explain new technology at the checkpoint?
									YES
									NO
66	Quality of Printed or Posted Materials		OMB Approved			66	Was it easy to find information on how to prepare for the security checkpoint experience before coming to the airport?
									YES
									NO
67	Quality of Printed or Posted Materials		OMB Approved			67	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/STRONGLY[POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY[NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
68	Customer Service - Personnel Courtesy		OMB Approved			68	How satisfied were you with the courtesy of the passenger security screeners?
									VERY/STRONGLY[POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
			OMB Approved						VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
69	Customer Service - Personnel Courtesy					69	How courteous were the security screeners you saw at the checkpoint?
									VERY COURTEOUS
									SOMEWHAT COURTEOUS
									NEUTRAL
									NOT VERY COURTEOUS
									NOT AT ALL COURTEOUS
70	Customer Service - Personnel Attentiveness to Duty		OMB Approved			70	How satisfied were you with the passenger security screeners' attentiveness to their duties?
									VERY/STRONGLY[POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
71	Customer Service - Personnel Attentiveness to Duty		OMB Approved			71	How would you rate the thoroughness of passenger screening you received?
									EXCESSIVE
									APPROPRIATE
									INADEQUATE
									DON'T KNOW
72	Customer Service - Checkpoint Environment		OMB Approved			72	How satisfied were you with the environmental aspects (lighting, temperature, amount of space, etc.) of the security checkpoint?
									VERY/STRONGLY[POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
73	Customer Service - Checkpoint Environment		OMB Approved			73	How satisfied were you with the cleanliness of the security checkpoint?
									VERY/STRONGLY[POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
74	Passenger Demographic Information - General		OMB Approved			74	What is your age range?
									UNDER 30
									30-49
									50-69
									70 OR ABOVE
75	Passenger Demographic Information - General		OMB Approved			75	How old are you?
									between 18 and 20
									between 20 and 29
									between 30 and 39
									between 40 and 49
									between 50 and 59
									between 60 and 69
									between 70 and 79
									over 79
#	Question Category		Status				Question	Response
76	Passenger Demographic Information - General		New			76	What is your gender? (Optional)
									MALE
									FEMALE
77	Passenger Demographic Information - Purpose of Travel		OMB Approved			77	What is the purpose of your trip today?
									BUSINESS
									LEISURE
									OTHER
78	Passenger Demographic Information - Frequency of Travel		OMB Approved			78	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
79	Miscellaneous		OMB Approved			79	Do you have additional comments about your experience through the passenger security checkpoint today?
									OPEN-ENDED
80	Baggage Screening Area		OMB Approved			80	How satisfied were you overall with your experience at the checked baggage screening area?
									VERY/STRONGLY[POSITIVE]
									[POSITIVE]
									NEITHER [POSITIVE] NOR [NEGATIVE]
									[NEGATIVE]
									VERY/STRONGLY [NEGATIVE]
									DON'T KNOW
									CHOOSE NOT TO ANSWER
81	Baggage Screening Area		OMB Approved			81	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
82	Airline Ticket Counter		OMB Approved			82	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