Transportation Security Administration Contact Center Customer Satisfaction Survey-Telephone and Email

OMB control number 1652-0058
Exp. 9/30/2022
TSA Contact Center Customer Satisfaction Telephonic Survey – 10/06/2020

Welcome to the TSA Customer Satisfaction Survey. It should only should only take a couple of
minutes. Your feedback is invaluable.

After each statement, score your level of agreement, 1 through 5 using you r keypad: 1 for
strongly agree and 5 for strongly disagree.
1.

2.

3.

4.

5.

6.

7.

I am satisfied with my experience with the TSA Contact Center.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
This interaction increased my confidence in TSA.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
The response I received resolved my inquiry.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
The TSA Contact Center agents responded to my inquiry quickly.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
I easily understood the response I received.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
It was easy to contact the TSA Contact Center.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
The agent was professional, courteous, and friendly.

8.

9.

10.

Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
I feel the TSA security process effectively keeps air -travel safe.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
I am aware of the information sources TSA provides (tsa.gov, TSA Contact
Center, @AskTSA) that can prepare me for TSA checkpoint screening.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree
The information posted at the airport and communication from TSA Officers
adequately prepared me for checkpoint screening.
Press 1 for Strongly Agree
2 for Agree
3 for Neither Agree nor Disagree
4 for Disagree
5 for Strongly Disagree

PAPERWORK REDUCTION ACT 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 1 minute. This is a voluntary collection of information. Send
comments regarding this burden estimate or collection to: TSA-11, Attention: PRA 1652-0058, TSA Contact Center Customer Satisfaction Survey,
6595 Springfield Center Drive, Springfield, 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.