NEW DELHI: A unique ‘passenger feedback survey’ conducted by

(

) to analyse security arrangements and behaviour of security personnel at airports suggested that 95.58% of air travellers rated the force as “excellent/very good” in terms of making them feel safe, thoroughness of security checks and courtesy and attitude of personnel.

However, passengers made several suggestions to improve services at airports such as reducing waiting time at security checks, deploying more women during peak hours, more check-in/security counters, smiling/courteous attitude of CISF personnel, etc, which CISF director general O P Singh said were “being looked into”.

The feedback taken from over 3.30 lakh passengers over one month at eight major airports — Delhi, Bengaluru, Chennai, Kochi, Kolkata, Mumbai, Guwahati and Hyderabad — showed that only 0.19% passengers (2,900 out of 3,30,152) found CISF’s services at airports “unsatisfactory”.

“The in-house analysis conducted in October helped us to find out how to improve our services. We will soon hire a professional group to analyse this,” Singh told TOI.

Recently, the World Quality Congress had awarded CISF security at Delhi airport as the “best” while

’s airport service quality rating had earlier this year termed security at Delhi airport as better than

, Dallas, Los Angeles, Dubai and Paris airports. Singh said passengers had graded CISF’s overall security and services at 4.73 out of 5.

“CISF has been graded 4.8 out of 5 in the category of feeling of being safe and secure,” a CISF statement said, adding that of the four parameters rated, 4.6 for ‘waiting time at security inspection’ was the lowest. The survey said travellers found the end to stamping and tagging of cabin baggage “very heartening”.