Customer Satisfaction Performance Measurment Passenger Survey

1652-0013 Customer Satisfaction Questions:

Passenger Survey Questions

Question Category	OMBQ#	Question and Responses
Confidence in Security Procedures	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
	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
Confidence in Screening Equipment	7	How confident are you that <THE DEVICE> used to screen your carry-on baggage is effective at finding items that could be dangerous? Blank Fill: “the X-ray” VERY CONFIDENT FAIRLY CONFIDENT NOT VERY CONFIDENT NOT AT ALL CONFIDENT
Confidence in Personnel	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
Experience at Checkpoint	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
Experience at Checkpoint/Satisfaction with Wait Time	18	Please consider the following statement. The amount of time it took to be screened by the <device> was reasonable." Blank Fill: “X-ray Baggage Screening System” VERY/STRONGLY POSITIVE POSITIVE NEITHER POSITIVE NOR NEGATIVE NEGATIVE VERY/STRONGLY NEGATIVE DON'T KNOW CHOOSE NOT TO ANSWER
Experience at Checkpoint	19	Please consider the following statement. I feel that I was adequately informed about <specific policy> before I arrived at the passenger security checkpoint today." Blank Fill: “how to place my property into bins” VERY/STRONGLY POSITIVE POSITIVE NEITHER POSITIVE NOR NEGATIVE NEGATIVE VERY/STRONGLY NEGATIVE DON'T KNOW CHOOSE NOT TO ANSWER
	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 CHOOSE NOT TO ANSWER
	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 CHOOSE NOT TO ANSWER
	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 CHOOSE NOT TO ANSWER
	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 CHOOSE NOT TO ANSWER
	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 CHOOSE NOT TO ANSWER
Satisfaction with Wait Time	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
Separation from Belongings	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
Separation from Others in Party	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	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
Stress Level	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
Convenience of Divesting	43	The <PROCEDURE OR EQUIPMENT> at the checkpoint makes the security screening process: Blank Fill: “X-ray Baggage Screening System” VERY EASY EASY SOMEWHAT DIFFICULT DIFFICULT VERY DIFFICULT
	44	From start to finish how easy was it for you to physically comply with the security requirements? Please explain. OPEN-ENDED
Quality of Checkpoint Communication	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	Were verbal instructions from the officers needed? YES NO
	49	Were the officers' verbal instructions clear? YES NO
	50	Were the officer's verbal instructions helpful? YES NO
	52	Were the officer's verbal instructions sufficient to complete security screening? YES NO
Quality of Printed or Posted Materials	57	Were additional printed materials needed at the checkpoint? YES NO
	59	Were printed materials clear? YES NO
	60	Were printed materials helpful in moving you through the checkpoint? YES NO
	63	Did signage effectively guide you through the security process? YES NO
	65	Did signage clearly explain new technology at the checkpoint? YES NO
	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
Customer Service – Personnel Attentiveness to Duty	71	How would you rate the thoroughness of passenger screening you received? EXCESSIVE APPROPRIATE INADEQUATE DON'T KNOW
Passenger Demographic Information – General	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
	76	What is your gender? (Optional) MALE FEMALE
Passenger Demographic Information – Purpose of Travel	77	What is the purpose of your trip today? BUSINESS LEISURE OTHER
Passenger Demographic Information – Frequency of Travel	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

Privacy Act Statement:

Collection of this information is made under 49 U.S.C. 114 (e) & (f). Providing this information is voluntary. TSA will use the Information to improve customer service and may share it with airport operators for this purpose. For more information, please consult DHS/TSA 006 Correspondence and Matters Tracking Records.

Paperwork Reduction Act Statement:

It will take no more than 5 minutes to complete this form. An agency may not conduct or sponsor, and a person is not required to respond to a collection of information unless it displays a valid OMB control number. The control number assigned to this collection is OMB 1652-0013, which expires October 31, 2016. Send comments regarding this burden estimate or any other aspect of this collection of information including suggestions for reducing this burden to TSA, 601 S. 12th Street, Arlington, VA 20598. Attn: PRA 1652-0013.

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