Niki French, leading TSA’s Customer Service Branch (CSB)’s Passenger Experience Survey (PES) Team, is being recognized for spearheading a transformative initiative focused on enhancing customer experience (CX) and security at U.S. checkpoints. Under her leadership, the team executed a nationwide survey within a tight timeframe, gathering extensive customer feedback to improve operations and meet federal requirements.

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Despite challenges such as limited resources and time constraints, the PES Team achieved remarkable success:

• Developed and implemented a comprehensive survey plan, securing necessary approvals and overcoming logistical hurdles to conduct surveys at 16 airports nationwide.

• Collected over 13,000 responses, surpassing engagement expectations by 123%, and meticulously analyzed data points to identify CX trends and insights.

• Reported significant improvements in customer satisfaction metrics, including high ratings for TSA officers’ professionalism and efficiency at checkpoints.

The impact of these achievements extends beyond statistical improvements:

• Data-Driven Strategy: TSA leveraged survey insights to inform strategic initiatives and policy decisions, integrating CX priorities with security objectives across the Department of Homeland Security.

• Transparency and Accountability: By sharing survey results publicly, TSA demonstrated commitment to transparency, fostering trust and accountability with stakeholders and the public.

• National Best Practices: The survey facilitated sharing of best practices among airports, enhancing CX standards and continuous improvement efforts across the country.

Overall, Niki French and the PES Team’s efforts have significantly elevated TSA’s customer-centric approach, ensuring safer and more efficient travel experiences for millions of passengers while advancing national security goals. Their success underscores a commitment to excellence in public service and operational effectiveness within TSA’s mission.