Mumbai: CISF to conduct survey at 8 airports to assess performance

Mumbai: The CISF will conduct a survey across eight major airports, including Delhi and Mumbai,

to assess the performance of its personnel and service quality in its efforts to deliver more efficient services.

The suggestions/observations received from the passengers during the month-long feedback survey, to be carried out at Delhi, Mumbai, Chennai, Bangalore, Kolkata, Hyderabad, Cochin and Guwahati airports from Saturday, will be analysed and worked upon to improve the services. The passengers will be asked to respond to a few questions relating to services rendered by the force at these airports.

Apart from four parameters – feeling of being safe and secure, waiting time at security inspection, thoroughness of security inspection and courtesy and attitude to help, response of various passenger-centric initiative, such as removal of baggage tag stamping at the airports has also been included in the questionnaire, it said.

This is the first time in last four years that the CISF is conducting such a survey. In the survey carried out in 2013 across the 59 airports under CISF security cover, the overall rating had stood at 4.49 out of 5 points on four parameters. In the recent past, CISF has taken a host of initiatives such as doing away with baggage tag stamping at 17 airports, a seamless handling of the rapidly increasing passengers, less waiting time at screening points manned by the force, thoroughness in security screening of passengers and hand baggage, among others.

During the survey, the passengers will also be asked as to how they want the security personnel to behave, besides their expectations at the airports. The CISF has set up at all the eight airports to evaluate the survey, it said adding these survey reports will then be scrutinised by airport sector headquarters for taking further action.

The feedback samples collected will help the CISF to identify the strength and the weaknesses, if any, in service deliverance and to grade its services as a whole, the release said. It will also identify problems faced by travellers and possible solutions to them, it added. Last year, in a survey conducted by the Airport Service Quality (ASQ), the security of Delhi Airport was adjudged best than the other international airports, such as Dallas, Heathrow, Paris and Dubai.

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