2010 will allow airline passengers equipped with Smartphones to rate TSA employees conduct during screening procedures thanks to a new application by Survey On the Spot.
The TSA was created in response to the terrorist attacks on 9-11 and has the primary responsibility of security for all modes of transportation and provides” 100 percent screening of all checked luggage for explosives” according to the TSA website.
The TSA has faced criticisms that range from sleeping on the job, theft, poor security threat detection to “Invasive screening procedures, mistreatment of passengers, and sexual harassment by TSA officers” according to Wikipedia.com. All of these extreme failures are something the TSA should address. One such action that travelers can take to make the TSA aware of how they are treated during screening is to partake in an instantaneous survey.
“On The Spot Systems, Inc., announced today that their iPhone application, Survey On the Spot, is now available to air travelers to rate airport security screening by completing a Transportation Security Administration (TSA) survey. Survey On the Spot uses the iPhone’s GPS to identify the user’s location and enables Smartphone users to answer a TSA questionnaire quickly and easily immediately after passing through the security checkpoint” according to PRNewswire.com.
Customer satisfaction has always been a concern and many organizations and businesses have implemented some form of feedback either via telephone, paper or web surveys…all of these methods, however, have delay factors that could impede swift corrective actions.
The use of Survey On the Spot answers that problem. It is intended to help any participating business and organization to have access to current and immediate feedback from customers, potentially allowing for instantaneous action… or at the least, swift correction to a problem a customer may encounter.
While the application, introduced to the iPhone in November 2009, “was designed for restaurants, hotels, retailers and other organizations to gather real-time guest satisfaction feedback” , it has been determined the application may be useful in addressing many of the past customer complaints against TSA employees who may be over zealous for flight security at the expense of common courtesy..
“Our hope is that the feedback gathered through Survey On the Spot will help the TSA improve its current system” according to Ken Kimmel, president of On the Spot Systems as reported by PRNewswire.
Now the ball is in the court of the TSA to actually use the information to improve their customer service while maintaining the delicate balance of complete passenger security checks that can often be construed as invasive and unwarranted by weary and harried travelers.