Survey of NEXUS Air Pilot Members

Executive Summary

The major finding from this survey is that NEXUS Air Pilot members are realizing the main expected benefit of the program, that of expedited passage across the Canada/U.S. border. Members save, on average, almost a half an hour compared to before they joined the Pilot. An overwhelming majority of members are satisfied with most aspects of the NEXUS Air application, enrolment and passage processes. Indeed, the level of satisfaction with these processes are higher than in many other client service surveys conducted by this consulting company. As well, the predominant suggestion for improvement offered by members was to expand NEXUS Air to other airports, indicating considerable interest among members in expansion of the program.

Given the unprompted enthusiasm among members to see NEXUS Air expanded and tested in other Canadian airports, there is no reason to believe that the same benefits and high satisfaction levels cannot be attained in other locations, providing the same procedures are implemented as at Vancouver International Airport (VIA). The fact that satisfaction rises with the frequency of usage also suggests that the program would continue to be successful if expanded.

As well, the survey evidence suggests that CBSA could consider examining the feasibility of family membership rates as a means of increasing usage of NEXUS. The reason most frequently cited by survey respondents for using NEXUS Air only some or none of the time (other than not having yet used the airport to enter or leave Canada) was that they were traveling with people, including family, who were non-members.

The survey results on satisfaction would indicate, however, that in planning the expansion, CBSA and CBP should consider increasing the hours of operation of the Enrolment Centre and enhancing the clarity of the Participants' Guide. As well, expansion to other sites should come after consideration of possible capacity, logistical, cost and security impacts of having a larger membership. Such an expansion would lead to even greater usage of the process and potential bottlenecks at any one site, since, after expansion, members joining at one site would expect to use the program at other sites.

The main detailed findings are as follows:

• Type of NEXUS Air Traveller: Though members were more likely to join for business reasons (36 per cent), a fairly significant proportion (25 per cent) joined for personal reasons, e.g., visiting family or touring. The rest joined for both business and pleasure.
• Learning about NEXUS Air: Brochures/posters/flyers (33 per cent), CBSA letters (27 per cent) and word of mouth (16 per cent) were by far the most frequently cited ways members first heard about NEXUS Air. Of note here is the remarkable number of members who first heard about the program via indirect means (brochures and word of mouth) and not necessarily through direct communications from CBSA (letters).
• Frequency of Use: Almost nine in ten members have used the NEXUS Air process most or every time they travelled through VIA to enter Canada or enter the U.S.
  • The reason most frequently cited by members for using NEXUS Air only some, or none of the time was that they were traveling with people, including family, who were non-members.
• Expected Benefits: By far, the predominant reason for joining NEXUS Air was quicker border clearance, corresponding to a major objective of the program.
• Realization of Expected Benefits: About 85 per cent of members said they had realized, to some, or large extent, the benefits they had expected from joining NEXUS Air. This suggests that the expected outcomes of NEXUS Air, specifically quick and secure entry into Canada and the U.S., are being attained.
• Times Stopped: Four in five members had never been stopped to be searched or questioned when using NEXUS Air to enter Canada through VIA, with a somewhat lower proportion never being stopped when entering the U.S. About a third said they were stopped fewer times than before they were members.
• Time Saved: Close to a half an hour was saved by users of NEXUS Air, when either entering Canada or leaving for the U.S. This further suggests NEXUS Air is attaining an expected outcome, that of expedited entry into Canada and into the U.S.
  • Frequent users of NEXUS Air were more inclined to save time than less frequent users, possibly due to the frequent users' increased familiarity with the kiosks and processes.
• Satisfaction with Application Process: Large majorities of members were satisfied with aspects of the NEXUS Air application process and very small minorities were dissatisfied.
  • As satisfaction was lower for business travellers than it was for those who joined for pleasure, CBSA might consider directing their marketing efforts extolling the benefits of the program to the business market.
• Satisfaction with Enrolment Process: Large majorities of members were also satisfied with all elements of the NEXUS Air enrolment process, with very few being dissatisfied.
  • The proportion of members extremely satisfied with the Participants' Guide and Enrolment Centre's hours of operation was considerably lower than for other elements of enrolment.CBSA may want to give consideration to improving these two elements of the enrolment process by examining the Participants' Guide for explanations that are less than clear and by increasing the Enrolment Centre's hours of operation.
• Satisfaction with Passage Process: Vast majorities were also satisfied with the different aspects of the passage process, with very small minorities being dissatisfied.
• Overall Satisfaction: Nine in ten members were satisfied overall with NEXUS Air and virtually none reported being dissatisfied.
  • Satisfaction rose with frequency of use, suggesting that members' satisfaction with the process grew as they become increasingly familiar with the process and as they experienced the time-saving benefits of NEXUS Air on a frequent basis.
• Suggestions for Improvement: Over two in five members (43 per cent) had no suggestions for improving NEXUS Air, further indicating a high degree of satisfaction with the program. The predominant suggestion was for the expansion of NEXUS Air to other airports.