Survey: Passengers value more than just efficiency and short wait times at the checkpoint. Image: David Tran Photo/Shutterstock.com
A recent survey conducted by the TSA of airline passengers provides insights about customer experience with agency services, including the importance of factors other than speed of service and the value of educating customers of what is and isn’t within an agency’s control, says a posting on performance.gov.
In the survey to which some 13,500 responded last year, more than 90 percent replied that they were satisfied with their experience at the checkpoint, that TSA officers they interacted with were professional and that they are confident in the ability of those officers to keep air travel safe.
“Notably, data analysis indicates that passengers value more than just efficiency and short wait times at the checkpoint when it comes to having confidence in a TSA officer’s ability to keep air travel safe,” says the posting. It said that travelers’ satisfaction was most highly correlated to views on levels of respect, professionalism and understanding of the officers—each more highly than their views on the time they spent in the process.
“Moreover, TSA found that responding to the survey also proved to be an educational experience for customers, as it helped them identify the touchpoints that TSA is able to influence at the airport. From parking to takeoff, there are a million touchpoints at an airport that can impact a traveler’s experience. Participating in the survey helped customers understand that TSA’s sphere of influence is concentrated on the checkpoint, the design of which is frequently dictated by airports,” it said.
It said that as a follow-up, the TSA developed “TSA Demystified” training for its screener workforce that emphasizes the importance of clear communication regarding security procedures. That has been integrated into training for new hires and had been extended to about a third of onboard screeners by the end of 2023.
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