Aviation Security Customer Satisfaction Performance Measurement Passenger Survey
Aviation Security Customer Satisfaction Performance Measurement Passenger Survey
1652-0013 Passenger Survey Questions__12.16.2021
Aviation Security Customer Satisfaction Performance Measurement Passenger Survey
OMB: 1652-0013
OMB control number 1652-0013 Exp.
04/30/2022 
Passenger Survey Questions
Welcome to the survey. The survey should take no more than 5 minutes to complete. Your feedback is invaluable. Please do not include Personally Identifiable Information in open text boxes.
Question Category |
OMBQ# |
Question and Responses |
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Passenger Demographic Information – General |
1 |
How old are you?
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2 |
What is your gender? (Optional)
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3 |
What is the purpose of your trip today?
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4 |
About how many round trip commercial airline flights have you taken in the last year (INCLUDING THIS ONE)?
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Trust or Confidence |
5 |
Screening procedures used on me were effective at keeping air travel safe.
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6 |
Security screening procedures used on my baggage were effective at keeping air travel safe.
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7 |
The information posted at the airport adequately prepared me to go through checkpoint screening today.
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8 |
The [DEVICE] used to screen my carry-on baggage was effective at finding items that could be dangerous. Blank Fill: “the X-ray”
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9 |
I am confident in the ability of the TSA Officers to find potential threats to safe travel.
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Experience at Checkpoint
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10 |
Overall, I was satisfied with my experience at the security checkpoint.
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11 |
The amount of time it took to be screened [by the device] was reasonable. Blank Fill: “X-ray Baggage Screening System”
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12 |
The security screening process was passenger-friendly.
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13 |
The security screening process was efficient.
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14 |
I felt the pace was relaxed while going through the security screening process, i.e., I did not feel rushed.
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15 |
The TSA Officers I interacted with were professional.
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16 |
There was enough space in front of the X-Ray area to allow me to divest my items.
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17 |
There was enough space for me to gather my belongings after security.
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Experience at Checkpoint
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18 |
I felt the use of [machine/technology/procedure] made the screening process easy: Blank Fill: “X-ray Baggage Screening System”
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19 |
From start to finish how easy was it for you to physically comply with the security requirements? Please explain. OPEN-ENDED |
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Satisfaction with Wait Time |
20 |
The amount of time I waited in line before the security checkpoint was reasonable.
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Separation from Belongings |
21 |
If additional screening was needed (pat-down or carry-on bag search), I was able to maintain visual contact with my items at all times.
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Separation from Others in Party |
22 |
If additional screening was required (pat-down or carry-on bag search), I was comfortable being redirected from other people with whom I were traveling.
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23 |
If you were separated from your travel companion(s), were you able to see them and speak with them at all times?
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Stress Level |
24 |
My experience at the security screening checkpoint was stressful.
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Quality of Checkpoint Communication |
25 |
The communication from TSA officers adequately prepared me to go through checkpoint screening today.
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26 |
I was satisfied with the way security procedures were explained to me by the officers at the security checkpoint.
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27 |
I was adequately informed [about specific policy] before I arrived at the security checkpoint today. Blank Fill: “how to place my property into bins”
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28 |
If you were not satisfied with the communications at the checkpoint, what could have been included or improved upon? Open ended
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Quality of Printed or Posted Materials |
29 |
I felt the signs posted at the checkpoint helped me prepare for screening.
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30 |
The following sign [show picture of sign] was easy to understand.
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31 |
I recall seeing the following sign [show picture of sign] at the checkpoint.
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32 |
After reading the following signs at the checkpoint [show picture of sign(s)]…
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33 |
If you were not satisfied with the signage at the checkpoint, what could have been included or improved upon? Open ended |
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Customer Service – Personnel Attentiveness to Duty |
34 |
The screening I underwent was reasonable.
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Other Passenger Experience |
35 |
What did you think of your experience with [process/procedure/technology]? Blank Fill: “X-ray Baggage Screening System” Open ended |
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36 |
What was the most challenging part of the screening process? Open ended |
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37 |
What was the most rewarding part of the screening process? Open ended |
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38 |
What do you think TSA could do to improve your experience with our screening process? Open ended
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39 |
What resources did you access to prepare for your trip? (Check all that apply)
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40 |
Where the language options available during security screening able to guide you through the process?
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41 |
What could be done to better support passengers in multiple languages? Open Ended
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42 |
If applicable, the security screening process was well equipped to support all types of passengers (such as the those with medical conditions, those with disabilities, various backgrounds etc.)
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43 |
What could TSA do to better support all types of passengers (such as the those with medical conditions, those with disabilities, various backgrounds etc.)? Open Ended |
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44 |
How did you learn about [new process]? Blank Fill: “REAL ID” Open ended |
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45 |
After going through the security screening process, is there anything you would do differently to prepare for your next trip? Open ended
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46 |
Is there anything else you would like to share about your experience today that you would like TSA to know about? Open ended
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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 4/30/2022. Send comments regarding this burden estimate or any other aspect of this collection of information including suggestions for reducing this burden to TSA-11, Attn: PRA 1652-0013, 6595 Springfield Center Drive, Springfield, VA 20598-6011.
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | Caggiano, Daniel |
| File Modified | 0000-00-00 |
| File Created | 2022-01-07 |
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