Survey Conducted By:
CBEC engaged a reputed Management School, L. N. Welingkar Institute of Management, Mumbai (WE School)
To conduct a survey of Passenger Satisfaction levels of customs clearance process at the Airport.
Delegate: Chairman, CBEC, Shri Najib Shah.
Venue and date: Mumbai Customs House, 21st May 2016
The scope of the Survey was to assess Passenger Satisfaction levels with the Customs Clearance Process
Focusing on three aspects – Information, Behaviour and Process
- Faculty members and Research Associates of WE School conducted the survey over a week from 20th to 26th May on 24×7 basis
- The sample size of survey was 731 passengers being the, duly representative of demographics, nationalities, profession
- Overall Satisfaction level at Mumbai Airport
- 69% Experiences Satisfaction level is better
- 15% rated as Good service and about 16% rated as worse.
- Other key findings of the Survey
- Passengers appreciated the improvements in Customs clearance process over the years.
- 35% of the respondents mentioned that clearance process has drastical improvement.
- 37% mentioned that there is marginal improvement.
- Three areas where major improvement is expected by passengers
- Access and availability of information
- Speed of process and
- Greater transparency of duty assessment process.
- Manner of Payment
- The manner of payment of assessed duty amount at the designated bank’s counter (SBI)
- Lack of alternative facility to pay duty by Debit/Credit card/ Cash Card & Foreign exchange rate.
Overall survey in Percentages:
- 27% were ‘Fully Aware’ of the Indian customs rules and regulations
- 17% of the passengers were found to be accessing Indian Customs website for information
- 43% of passengers preferred medium of mobile phone for seeking information
- 50% of passengers were aware that the Baggage Declaration Forms had been withdrawn
- 68% welcoming the Positive Initiatives
Features of the Study:
- To address the information awareness gaps on Web promotion &
- Optimisation, mobile App based information dissemination
- Increased use of social media
- Verbal and non – verbal behavioral cues of the Customs Officer impressed by the passengers over 77%.
Passenger Satisfaction levels among customs officers:
- Managing crucial conversation
- Tone of communication
- Gender sensitization
- Emotional intelligence
About Chatrabathi Sivaji Airport:
- It is one of the largest and Busiest Airport in terms of international passenger traffic in India after Delhi.
- According to Airports Council International serving 35th busiest airport in the world by passenger traffic in 2015.
- It won the 2015 ASQ Best Airport Award in the 25-40 million passengers per annum category by Airports Council International.
- It has also won the “Best Airport in India and Central Asia” award at the Skytrax 2016 World Airport Awards.