U. S. Customs and Border Protection Trusted Traveler Programs Customer Feedback Survey 2018

Trusted Traveler Programs: Customer Satisfaction Survey - 2018
Introduction

U.S. Customs and Border Protection (CBP) appreciates your feedback on the Trusted Traveler
Programs (TTP) website. Your candid feedback will help CBP improve the TTP website.
Your participation is voluntary, and your responses are anonymous.
Click the button below to start the survey. Thank you for your participation!
OMB No. 1651-0136, Expiration: 02/28/2021
Paperwork Reduction Act Statement: An agency may not conduct or sponsor an information collection and a person is not required to respond to
this information unless it displays a current valid OMB control number and an expiration date. The control number for this collection is 1651-0136.
This collection is voluntary. The estimated average time to complete this application is 10 minutes. If you have any comments regarding the
burden estimate you can write to U.S. Customs and Border Protection, Office of Regulations and Rulings, 90 K Street, NE., Washington DC 20229.

1

Trusted Traveler Programs: Customer Satisfaction Survey - 2018
Questions

1. Did you have a Trusted Traveler Programs (Global Entry, NEXUS, SENTRI, or FAST) account before
October 1, 2017 or were you in the process of submitting an application before October 1, 2017?
Yes, I had an account
Yes, I was in the process of submitting my application
No, I was not in the process nor had a TTP account
I am not sure
Not applicable

2. How did you find out about the Trusted Traveler Programs?
Internet search
Friend or family member
Employer
Physical Advertisement
Digital Advertisement
Social Media
Not Applicable
Other (please specify)

2

Trusted Traveler Programs: Customer Satisfaction Survey - 2018

3. Which browser did you use for your internet search?
Google Chrome
Firefox
Safari
Internet explorer
Microsoft edge
Not applicable
Other (please specify)

4. Who completed your TTP application?
I completed it myself
A family member completed it for me
I paid a third party vendor to complete it
Not applicable

3

Trusted Traveler Programs: Customer Satisfaction Survey - 2018

5. Please tell us why you paid a third party vendor?

6. Do you continue to use the third party vendor’s services?

If yes, please provide the vendor name below.

7. How satisfied are you with the Trusted Traveler Programs website (Global Entry, NEXUS, SENTRI,
FAST) in the following categories:
Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

Registration process
Instructions provided
Understanding which
program is right for me
Interview scheduling
Ease of use
Overall look and feel of
the site
Self-help tools
Ability to meet your
needs
Reliability

4

8. Have you experienced any issues using the Trusted Traveler Programs website? Check all that apply.
I tried to link my account from the old Global Online Enrolment System to my new TTP account, but it did not work.
I did not know how to find my Trusted Traveler membership number.
When I tried to complete my TTP profile, it said name, card, or birthplace were mismatched.
My application was denied for the Global Entry, NEXUS, SENTRI, or FAST programs and I do not know why.
Not applicable
Other (please specify)

9. Did you reach out to Customs and Border Protection to resolve an issue related to your Trusted Traveler
Programs account?

5

Trusted Traveler Programs: Customer Satisfaction Survey - 2018

10. How did you resolve your issue?
CBP Information Center Email Support Portal
Frequently Asked Questions
In-Person
Login.gov email (hello@login.gov)
Phone
Search engine
Social Media
Not Applicable
Other (please specify)

11. How responsive was Customs and Border Protection in answering your questions or concerns about
the Trusted Traveler Programs website?
Extremely responsive
Very responsive
Somewhat responsive
Not so responsive
Not at all responsive
Not applicable
Other (please specify)

6

12. Have all your problems been resolved to your complete satisfaction?
Yes, by Customs and Border Protection
Yes, by me or someone outside Customs and Border Protection
No, the problem was not resolved
Not applicable
Other (please specify)

13. Do you have any additional feedback on the TTP website?

14. Would you be interested in providing additional feedback to Customs and Border Protection
(CBP) regarding the Trusted Traveler Programs website? Your opinion would help CBP develop future
websites that are user-friendly. If so, please include your email address below.

7