{"id":29627,"date":"2020-10-06T00:00:00","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/customs-and-border-protection\/"},"modified":"2022-11-15T11:43:24","modified_gmt":"2022-11-15T16:43:24","slug":"customs-and-border-protection","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/customs-and-border-protection\/","title":{"rendered":"Customs and Border Protection"},"content":{"rendered":"\n
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This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
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\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/strong><\/h3>\n\n\n\n

In 2019, one of the busiest travel periods on record, Customs and Border Protection officers screened more than 410 million people entering the United States. When the coronavirus pandemic hit in the spring of 2020, and the volume of travelers plummeted, the agency adjusted its security checkpoints to continue its screenings while trying to protect travelers and employees from the virus. <\/p>\n\n\n\n

In feedback provided on the airport screening experience before the coronavirus, people reported high levels of satisfaction, potentially because of faster screening times. In 2019, the CBP expanded options to help customers enroll in trusted-traveler programs, such as Global Entry, that provide expedited screening to low-risk, preapproved travelers. More than two million travelers enrolled or renewed their Global Entry membership that year\u2014a record high. Automated processes also helped reduce wait times; 6% more travelers used digital interfaces to process their passports compared to the pervious year.<\/p>\n\n\n\n

Still, customers continue to face some challenges with CBP services. The need for more welcoming CBP officers is the area for improvement most frequently cited by air travelers in an annual agency survey. And customer satisfaction scores with the CBP website dipped in 2019, possibly due to complicated language and a cumbersome design that made it difficult for users to complete their intended task. <\/p>\n<\/div>\n\n\n\n

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