99% Satisfaction at TSA?
Jun 8, 2016 | 1:21 pm
#1
Original Poster
Join Date: Aug 2012
Posts: 3,526
99% Satisfaction at TSA?
99% Satisfaction
TSA can't do anything right, not anything.
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.
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.
Jun 8, 2016 | 1:44 pm
#2
FlyerTalk Evangelist
Join Date: Mar 2008
Location: DFW
Posts: 30,971
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.
Jun 8, 2016 | 1:49 pm
#3
A FlyerTalk Posting Legend
Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 48,961
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.
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.
Jun 9, 2016 | 8:14 pm
#5
Join Date: Feb 2010
Location: MSP
Programs: UA 1K, QR Gold, DL Plat, AC 25
Posts: 4,483
This is my favorite part:
My emphasis
It's not quite that easy.
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.