CBP Announces Survey Results on Traveler Satisfaction at Top 20 Airports

On April 9, CBP issued a press release announcing the results of its latest traveler satisfaction survey. CBP hired Medforce Government Solutions (MGS) to conduct the survey.  MGS surveyed more than 25,000 travelers between July 18 and August 23, 2012. The travelers were surveyed at CBP’s top 20 US international airports (ATL, BOS, ORD, DFW, DTW, FLL, HNL, IAH, JFK, LAS, LAX, MIA, EWR, MCO, PHL, SFO, SFB, SEA, SJU, IAD). These are the airports which were included in the Model Ports program.

The main results of the survey are:

  • More than 80% of travelers agreed the entry process to the US made them feel welcome to the US. (65% said the entry process experience positively affected their desire to return to the US; 53% responded positively when asked based on your entry experience, do you have a positive or negative impression of the US)
  • More than 90% of the travelers agreed that CBP Officers were welcoming, professional, helpful, efficient and communicative.
  • More than 80% of the travelers agreed that the waiting areas were welcoming with clear and easy-to-follow layout and signage.
  • More than 85% of the travelers felt the entry process was short or reasonable.

(63% of travelers made it through the processing area in 15 minutes or less).  

The same survey was conducted by MGS in 2011.

CBP mentions that 1.48 million travelers enjoy Global Entry benefits and that the Global Entry kiosks have been used 4.3 million times.

CBP press release

http://www.cbp.gov/xp/cgov/newsroom/news_releases/national/03282013_2.xml

CBP executive summary of the survey

http://www.cbp.gov/xp/cgov/travel/customerservice/mp_welcome/2012_trav_survey_summ.xml