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99% Satisfaction at TSA?
99% Satisfaction
And that score only measures customer satisfaction with TSA’s PreCheck security screening process, not the regular screening process most airport passengers travel through... To calculate the satisfaction score, the agency used data “based on the number of TSA PreCheck complaints received by the TSA Contact Center divided by the number of passengers that received TSA PreCheck screening. It is assumed that those not submitting complaints are satisfied with TSA PreCheck,” Performance.gov says. |
The way TSA is counting satisfaction just doesn't work. No response is Satisfied or Average. A response would indicate that TSA did poorly, or below average or better than expected or above average. Only counting Pre Check already skews the results and makes it meaningless.
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I wonder how they scored the satisfaction of Pre pax who paid $85/$100 for the sole privilege of keeping their shoes on after waiting in the regular line for an hour or more.
Or how they scored the satisfaction of Pre pax who were unexpectedly forced to unpack laptops because somebody's 'discretion' decided to change the rules without warning. |
If they'd follow the North-Korean model, they'd have 100% satisfaction...
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This is my favorite part:
To calculate the satisfaction score, the agency used data “based on the number of TSA PreCheck complaints received by the TSA Contact Center divided by the number of passengers that received TSA PreCheck screening. It is assumed that those not submitting complaints are satisfied with TSA PreCheck,” Performance.gov says. It's not quite that easy. |
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