April 2, 2015 – Florida Excellence today announced that West Kendall Baptist Hospital in Miami, the Transportation Security Administration (TSA) at the Orlando International Airport, St. Johns Tax Collector Dennis W. Hollingsworth’s office in St. Augustine, will receive the prestigious 2015 Florida Customer Excellence Award. These coveted awards will be given at the 2015 Florida Excellence Award Banquet at the Orlando Marriott Lakeside on Thursday, April 23, 2015.

Transportation Security Administration (TSA), Orlando International Airport strives to serve as a role model of leadership and organizational excellence, focused on providing world class security and world class customer service. TSA Orlando annually processes over 18 million passengers and over 50 million checked and carry-on bags. Through the use of emerging technology and expanded Risk Based Security initiatives, passengers in Orlando International Airport screening wait times averaged less than 8 minutes for standard screening, while their TSA Pre Checked passengers enjoyed average wait times of 5 minutes or less.

TSA has implemented an annual customer satisfaction survey of travelers departing Orlando International Airport since 2011.  A local business college was employed to independently design, analyze and validate the results.  The surveys are intentionally conducted to gage the guest experience during peak travel periods in the spring. Overall customer satisfaction and engagement results exceeded well over 90 percent, for both leisure and business travelers.  The questions measured courtesy of the TSA Officers, confidence in TSA keeping travelers safe, and their overall experience at the security checkpoint.

Congratulation to TSA Orlando International Airport – it was a pleasure and honor to work with you in your journey to excellence.

David Harrawood, President
Baldrige Group, LLC

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