Passenger Experience (WTMD-AIT, AdobeRedPax) and Customer Satisfaction Surveys (TCC and Customer Experience)

Transportation Security Administration (TSA) Contact Center Survey

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OMB control number 1652-0058
Exp. 9/30/2022

Transportation Security Administration (TSA)
Contact Center Survey

Thank you for contacting the Transportation Security Administration (TSA) Contact
Center with your recent inquiry or concern. In order to provide the best possible service,
we would appreciate if you would complete this survey to provide feedback on our
contact center services.
1. What was your reason for e-mailing the TSA Contact Center?
General Question

Compliment

Complaint

Request for Assistance

Security Vulnerability

2. I attempted to find the information on the TSA Website.
Yes
No

3. Please indicate how strongly you agree or disagree with all the following
statements.
Strongly
Strongly Agree

Agree

Neutral

Disagree

Disagree

It was easy to
contact the TSA
Contact Center.
The TSA Contact
Center agents
responded to my
inquiry quickly.
The information
provided by the

https://www.surveymonkey.com/r/TSAContactCenterSurvey

10/25/2019

Transportation Security Administration (TSA) Contact Center Survey

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Strongly
Strongly Agree

Agree

Neutral

Disagree

Disagree

Contact Center
was very
thorough.
The response I
received was
easily
understood.
The response
provided
resolution to my
inquiry.
I am satisfied with
my experience
with the TSA
Contact Center.

4. Please indicate how strongly you agree or disagree with all the following
statements.
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

I am satisfied with
the response from
the Customer
Support Manager
(CSM) (if the
issue involved the
CSM).
I am satisfied with
the timeliness
with which I was
contacted by the
Customer Support
Manager (CSM)
(if the issue
involved the
CSM).

https://www.surveymonkey.com/r/TSAContactCenterSurvey

10/25/2019

Transportation Security Administration (TSA) Contact Center Survey

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5. How many times have you contacted the TSA Contact Center
about the same issue (either by e-mail, phone, or social media)?
0-1
2-3
4-5
more than 5

6. What do you feel is the best way to get your TSA related questions answered?
Website

Mobile App

Phone

Social Media

E-mail

7. Please provide any additional comments and/or concerns that have not yet
been addressed in regards to your experience with the TSA Contact Center:

(

PAPERWORK REDUCTION ACT BURDEN STATEMENT: TSA is collecting this information to
identify ongoing improvement opportunities for its Contact Center. The public burden for collecting
this information is estimated to be approximately 2 minutes. This is a voluntary collection of
information. Send comments regarding this burden estimate or collection to: TSA-11, Attention:
PRA 1652-0058, 601 South 12th Street, Arlington, VA 20598. An agency may not conduct or
sponsor, and persons are not required to respond to a collection of information, unless it displays a
valid OMB control number. The OMB control number assigned to this collection is 1652-0058,
which expires 09/30/2022.

https://www.surveymonkey.com/r/TSAContactCenterSurvey

10/25/2019