‘Tell us how to improve’: CISF conducts pan-India customer survey

“In order to improve security standards and reduce waiting time, this is being done pan India,” an official told The Indian Express.

Written by SWEETY KUMARI | Kolkata | Published: October 4, 2017 12:55:08 am

In a bid to improve security and ensure hassle-free travel, the Central Industrial Security Force (CISF) is conducting a passenger feedback survey at eight major airports in the country till October 30, to assess the quality of security services.

“In order to improve security standards and reduce waiting time, this is being done pan India. It will be a month-long survey, where passengers will fill up the feedback form. These forms will be examined later, and necessary changes will be done to meet expectations of passengers,” an official told The Indian Express.

Since the beginning of this year, airports have removed the baggage tag stamping system. The feedback form will invite responses on how helpful the move was, as well as the use of more advanced body scanners. Passengers will also be able to rate CISF personnel on their professionalism and behaviour.

“The basic security model we follow cannot be changed. But we are open to incorporating suggestions given by passengers for better satisfaction. This will improve their overall experience,” DIG (CISF) S P Selvan told The Indian Express.

Passengers will be able to providing ratings on a scale of one to five on categories such as safety, waiting time at security checkpoints, courtesy and attitude of CISF staff.

“Passengers will have an opportunity to name any staff who they want to appreciate or criticise, with justifications,” added an official.

Another feature, which was installed at the Netaji Subhas Chandra Bose airport several months ago, is an inline baggage system which automatically separates “suspicious” checked-in baggage, ensuring that the entire belt is not halted.

Officials also said would provide training to CISF personnel from time to time to ensure passengers are comfortable while being scanned.

“The detailed checking is to ensure safety, it shouldn’t be done to harass passengers. I feel CISF personnel are already doing well, and this feedback form will further improve the system. Staff must be well versed with the local language, and have smiles on their faces while checking a passenger’s ID card at the entrance gate of the airport,” Ankita Bharadwaj, a frequent flier, told The Indian Express.

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