OMB No. 1651-0136
Exp: 02/28/2021
Traveler Satisfaction Survey
DRAFT FOR OMB APPROVAL
5/18/18
Introduction
Would you please take a couple of minutes to answer some questions about your experience going through Customs today? This survey is being conducted by an independent company, Deloitte, on behalf of United States Customs and Border Protection. It should take about five minutes and is completely voluntary. Your insights will be used to help improve traveler experience at international airports like this one. Your responses are anonymous.
Interviewer: If interviewee consents,
offer to use iPad to take survey. Inform that they can take the
survey in English, Spanish, French, or Mandarin.
If unable
to take on iPad, or prefer to be interviewed, say: Please
listen carefully to each question and answer to the best of your
abilities.
Language
Selection (page 1):
Dropdown box of English, Spanish, French, or Mandarin
Background Questions
Are you 18 years (The law prohibits anyone under 18 from taking this survey.)
Yes
No Law prohibits anyone under 18 from taking this survey. Thank you for your time.
On
a scale of 1-5, 5 being the best, evaluate the following about your
entry process experience today? (N/A
for Officer Experience)
Overall Entry Process Experience
Overall Officer Experience
Overall Inspection Area
How strongly do you agree with: I felt welcomed to the U.S. based on my entry process experience?
Strongly Agree
Agree
Neutral
Disagree
Strongly
Disagree
(PN: If Q2 Officer = 1-3) What could have improved your Officer experience?
Faster processing of entry
Communicated more clearly
More professional
More friendly/welcoming
Other: specify
(PN: If Q2 Inspection Area = 1-3) What could have improved the inspection area?
Have clearer signs/signs in my language
Have a clearer layout/lines
More airport staff to help and/or guide me
Make it more welcoming
Improve the video shown in the entry processing area
Other: specify
Are you entering as a:
U.S. Citizen
Canadian Citizen
Visitor with a Visa
ESTA/VISA Waiver
Lawful
Permanent Resident (Green Card Holder)
Which line did you use for the initial entry process? (Pictures next to answer options)
Global entry
APC Kiosk
Inspection booth
Mobile App
What’s
your best estimate for how long your entry process took (from
waiting in line to finishing your officer interaction)? Give
your answer to the nearest 5 minutes.
Dropdown of time (0 – 2 hours in 5 minute intervals then “Over 2 hours”; options will read as 1 hour and 30 minutes, etc.)
Don’t know
How would you characterize this wait time?
Short
Reasonable
Long
How would you describe today’s entry experience as compared to your last experience?
More positive
More negative
No change
Not
Applicable (e.g., First time visit)
How
did your entry process experience affect your desire to return to
the United States? (Non-U.S.
citizens ONLY)
Positively
Negatively
No
effect
Based on your entry process experience, do you have a more positive or negative impression of the United States?
More positive
More negative
No
change
Lastly, some information about yourself:
What is/was the nature of your travel? Please select all that apply.
Business
Pleasure
Personal
Prefer
not to answer
Including
this trip, how many times have you been through the United States
entry process in the past 2 years?
1 time
2 times
3 times
4 times
5 times
6 or more times
Don’t
know
(PN:
If selected U.S. or Canadian citizen in Q6) Do
you hold any additional citizenships?
Yes
No
(PN: If selected Visitor with a Visa, ESTA, or Green Card Holder in Q6 OR yes in Q15) In which country or countries do you currently hold citizenship? Select all that apply.
Australia
China
Canada
France
Germany
India
Japan
Mexico
Netherlands/Holland
Spain
United Kingdom
Other: Specify
Other:
Specify
What is your primary language?
English
Chinese – Mandarin
Chinese – Cantonese
Dutch
French
German
Italian
Japanese
Portuguese
Spanish
Swedish
Other: specify
What bucket does your age fall in?
18-24
25-34
34-44
45-54
55-64
65 or over
Prefer not to answer
What is your gender? (Interviewer note: if interviewing record, don’t ask)
Male
Female
Other
Prefer not to answer
Finally, do you have any suggestions for improvement? You don’t have to answer this question. (PN: Not required)
The survey is complete. Thank you for your time.
(SHOW
ON BOTTOM OF PAGE 1 AFTER INTRO PAGE)
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 5 minutes. If you have any
comments regarding the burden estimate you can write to Paperwork
Reduction Act Clearance Officer, U.S. Customs and Border Protection,
Office of Regulations and Rulings, 90 K Street, NE., Washington DC
20229 or via email at CBP_PRA@CBP.DHS.GOV.
File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
Author | Rodin, Brian |
File Modified | 0000-00-00 |
File Created | 2021-01-20 |