Customer Satisfaction Performance Measurment Passenger Survey

Aviation Security Customer Satisfaction Performance Measurement Passenger Survey

Passenger Survey Questions__1.30.2018

Customer Satisfaction Performance Measurment Passenger Survey

OMB: 1652-0013

Document [docx]
Download: docx | pdf

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.



7


File Typeapplication/vnd.openxmlformats-officedocument.wordprocessingml.document
AuthorCaggiano, Daniel
File Modified0000-00-00
File Created2021-01-22

© 2024 OMB.report | Privacy Policy