Survey of NEXUS Highway Members

Executive Summary

Table of contents

• Background and Purpose
• Methodology
• Limitations of the Data
• Main Findings
• Concluding Remarks

1. Background and Purpose

• This survey was commissioned by the Canada Border Services Agency (CBSA) to consult members of its NEXUS Highway program on a range of aspects related to the application process, services received at the border and use of NEXUS lanes when crossing the Canada-US land border.
• This joint initiative of the CBSA and U.S. Customs and Border Protection (CBP) is designed to facilitate quick and secure entry into Canada and the United States for pre-approved low risk-travellers.
  • This program is open to citizens and permanent residents of Canada, and citizens and resident aliens of the U.S. who have resided in either country, or a combination of both countries, for the last three consecutive years (further detail can be found on the CBSA Website http://cbsa-asfc.gc.ca/prog/nexus/menu-eng.html).
• The survey was designed to get direct feedback from NEXUS members on their experience of the Program, and their evaluation of its performance, especially in terms of time saved for border clearance, compared to regular processing.
• This survey is one component of a broader evaluation study that will assess various aspects of the Program.

2. Methodology

• The survey is based on random telephone interviews with a representative sample of 403 current members of the NEXUS Highway program, between November 5 and 8, 2007.
• The sampling method used a proportionate random process using the CBSA NEXUS member database as the sampling frame.
• To compensate for differences in response rate between groups of members, the sample was weighted by gender, country of residence and length of membership given membership data.
• The survey took an average of 15 minutes to complete and asked questions that dealt with:
  • Reasons for joining the Program;
  • Land border crossing habits;
  • Use of NEXUS lanes;
  • Satisfaction with the application process and services at the border; and
  • Suggestions for improving the Program.

3. Limitations of the Data

• The sample used for analysis can be regarded as statistically representative of the NEXUS membership within a margin of sampling error of +/- 4.9%, 19 times out of 20.
• Results from any survey contain potential errors other than those due to the random sampling process, such as coverage error, measurement error and non-response error.
  • For example, as with all self-reported data, the survey contains the potential for recall bias, lapses in memory and under or over-reporting.
• Consequently, findings (as for any survey) should be interpreted judiciously.

4. Main Findings

• All results for this survey are presented based solely on the weighted sample of respondents, as this sample more accurately represents the NEXUS membership.
• Six out of 10 (61%) respondents were Canadian residents and most (73%) became members to facilitate their border crossings when travelling for pleasure or personal purposes (excluding shopping).
  • The average length of membership was 2.5 years, with nearly half (45%) of respondents having joined the Program this year (2007).
• The feedback received from NEXUS members who participated in the survey can be summarized by the following seven main findings:
  1. Members use NEXUS lanes, even when they have goods to declare.
  2. The Program meets entirely or for the most part the main expectation of a 'quicker border clearance'.
  3. Referrals by officers are perceived as less frequent than before becoming a member.
  4. Use of NEXUS lanes saves about 30 minutes compared to regular processing.
  5. All aspects of the application process are highly rated.
  6. All aspects of the services at the border are highly rated.
  7. Overall satisfaction rating with the Program achieved a remarkable level rarely seen with other government services: 96%.

1) Members use NEXUS lanes even when they have goods to declare.

• An overwhelming majority of respondents reported having used a NEXUS lane at least once, when entering Canada (82%) or the U.S. (82%), over the past 12 months.
• Based on the survey, it is estimated that:
  • When a NEXUS member enters Canada or the U.S., the NEXUS lane is used an average of about 7 times out of 10.
  • When a NEXUS member enters Canada or the U.S. with goods to declare, the NEXUS lane is used an average of about 6 times out of 10.
• Of all Canadian residents in the sample, 84% used the NEXUS lane while entering Canada with goods to declare and 42% had signed-up for the Traveller Declaration Card (TDC).
  • Half of Canadian residents using the NEXUS lane while entering Canada with goods to declare had signed-up for TDC, and half had not.

2) The Program meets entirely or for the most part the main expectation of a 'quicker border clearance'.

• Almost all (97%) respondents expected the same basic benefit from enrolling in the Program: quicker border clearance / avoiding line-ups.
  • On average, two benefits were sought when enrolling (43% mentioned at least 2 reasons for joining). When all reasons were combined, 'quicker border clearance' was the benefit sought by virtually all members (97%), and a sizeable number was also looking for:
    • Consideration as a low-risk traveller (31%);
    • Reduced questioning by border officers (20%);
    • Assured entry to the U.S. (17%) or Canada (15%); and
    • Reduced frequency of examination by border officers (14%).
• A remarkable 85% of respondents acknowledged that the Program met their main expectation 'entirely' (42%) or for the 'most part' (43%).
• When asked about any 'unexpected' experience with the Program, no major surprises were reported, whether positive or negative. The most frequent mentions were:
  • NEXUS lane access-related issues (17%); and
  • NEXUS lanes faster than expected (18%).

3) Referrals by officers are perceived as less frequent than before becoming a member.

• Nearly half of NEXUS lane users felt that referrals by border officers were now less frequent than before becoming a member, whether when entering Canada (44%) or the U.S. (47%).
  • Only 3% and 8% felt it was more often, respectively, when entrering Canada and the U.S.

4) Use of NEXUS lane saves about 30 minutes compared to regular processing.

• Almost all respondents reported time savings when using a NEXUS lane, compared to regular processing, whether when entering Canada (92%) or the U.S. (95%), and for almost all, these savings were worth becoming a member.
• Distribution of the time savings reported was concentrated around 30 minutes, with no significant difference between sides of the border.

5) All aspects of the application process are highly rated.

• Detailed satisfaction ratings of core aspects related to the application process ranged from 81% to 96%.
• On all aspects, the percentage of 'very' satisfied users far outweighed those who said they were 'somewhat' satisfied, which confirms that members in the survey were really pleased with the service received at the Enrolment Centre.
• Overall, 95% claimed to be satisfied with the application process and the Enrolment Centre:
  • 74% were 'very' satisfied;
  • 21% were 'somewhat' satisfied.

6) All aspects of the services at the border are highly rated.

• Detailed satisfaction ratings of core aspects related to services received at the border ranged from 80% to 94%.
  • Again, on all aspects, the percentage of 'very' satisfied users far outweighed the percentage of those who said they were 'somewhat' satisfied, an unambiguous signal of the capacity of this government service to fulfill the needs of its users.

7) Overall satisfaction rating with the Program achieved a remarkable level rarely seen with other government services: 96%.

• 96% of NEXUS lane users claimed to be satisfied with the Program, 'all things considered', a consistent finding throughout the sample.
  • 68% were 'very' satisfied;
  • 28% were 'somewhat” satisfied.
• 87% of NEXUS lane users said that the Program met (67%) or even exceeded (20%) their expectations.
• These findings reflect the time savings and lower frequency of referrals by officers that NEXUS lane users reported, compared to regular processing.

5. Concluding Remarks

• The feedback NEXUS members sent through this survey was quite clear: it shows that the Program is successful in fulfilling the need for quicker border clearance, on either side of the border.
• While some respondents wanted even more access, ratings given to the Program did not highlight areas that require immediate attention or improvements that would have a significant leverage on satisfaction levels.