Survey of Free and Secure Trade (FAST) 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 Free and Secure Trade (FAST) program on a range of aspects related to the application process, services received at the border, and border crossings used when crossing the Canada U.S. land border.
• This joint initiative of the CBSA and U.S. Customs and Border Protection (CBP) is designed to facilitate fast and secure trade between Canada and the United States for eligible commercial goods.
  • FAST supports moving eligible goods across the border quickly and verifying trade compliance away from the border. It is a commercial process offered to pre-approved importers, carriers, and registered drivers (further detail can be found on the CBSA website http://cbsa-asfc.gc.ca/prog/fast-expres/menu-eng.html).
• The survey was designed to get direct feedback from FAST drivers on their experience of the Program, and their evaluation of its performance, especially in terms of its impact in reducing referrals by a border services officer for further verification and time saved for border clearance, compared to regular processing.
• This important input from FAST drivers is part of a broader evaluation study that will assess various aspects of the delivery of the Program by the CBSA.

2. Methodology

• The survey is based on random telephone interviews with a representative sample of 404 drivers, current members of the FAST program, conducted between December 12 and 16, 2007.
• The sampling method used a proportionate random process, using the CBSA FAST membership database as the sampling frame.
• To compensate for differences in response rate between groups of drivers, the sample was weighted by country of residence, based on the proportion of respondents that would be expected 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 FAST services at the border;
  • Border crossings used;
  • Types of goods transported between Canada and the U.S.;
  • Impact of the Program on processing time;
  • 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 drivers registered in the FAST membership database within +/-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

• 85% of all respondents were Canadian residents and most were living in Ontario (51%).
  • 57% had been driving trucks for at least 10 years.
  • The average length of membership was 2.7 years, with a large majority (80%) in the Program for at least two years.
• 80% of respondents transported goods into Canada or the U.S. over the past 6 months, and 72% transported at least one FAST-approved shipment.
  • Respondents were more likely to transport FAST-approved goods while entering the U.S. (45%) than Canada (30%).
  • Respondents permanently employed by a carrier were much more likely to report FAST-approved goods for all their shipments (27%) than independent operators (16%) or those under contract (19%).
• Members who transported goods into either country over the past 6 months crossed most often at the Windsor / Detroit (Ambassador Bridge) and at Sarnia / Port Huron FAST ports.
• The feedback received from FAST members who participated in the survey can be summarized by the following main findings:
  1. The Program meets the main expectation of its users.
  2. Members are interested in using their FAST card in NEXUS lanes.
  3. Use of the FAST process saves time.
  4. All aspects of the application process are highly rated.
  5. All aspects of the services at the border are highly rated.
  6. Overall satisfaction rating with the Program achieved a remarkable level: 89%.

1) The Program meets the main expectation of its users.

• While enrolment in the Program was quite often an employer requirement (50%), the large majority (62%) expected the same basic benefit from enrolling in the Program: quicker border clearance.
• Overall, half of the FAST process users acknowledged that the Program met their main expectation (48%) and many more respondents experienced unexpected benefits (25%) rather than unexpected drawbacks (5%) with the Program.
  • Few (17%) respondents did not feel the Program met their expectations.
• In addition, most (53%) respondents still saw an advantage of using the FAST card at FAST ports that do not have a FAST-dedicated line.

2) Members are interested in using their FAST card in NEXUS lanes.

• Six in 10 respondents (60%) would use their FAST card in NEXUS lanes for their personal travelling (54% would use it 'always' and 6% 'most of the time').
• Therefore, if the option of using the FAST card in NEXUS lanes was offered, it would certainly add value to enrolling in the Program.

3) Use of the FAST process saves time.

• Overall, findings indicate that the FAST process had a favourable impact on most of its users. It was associated with quicker border clearance when entering either country, especially the U.S. Of those who used the FAST process in the past 6 months, a large majority reported time savings when transporting FAST-approved goods across the border, especially when entering the U.S.:
  • 76% when entering the U.S.
  • 65% when entering Canada.
• On average, perceived time savings were quite substantial, and a good enough reason for becoming a member, especially when entering the U.S.:
  • 27 minutes when entering the U.S.
  • 18 minutes when entering Canada.
• While one-half (51%) of those entering Canada had never been referred by a Canadian officer over the past 6 months for verification of the goods, to have their truck examined or to answer further questions, most (71%) of those entering the U.S. were referred by an American officer at least once.
• Compared with drivers who entered Canada, more drivers who entered the U.S. said they were referred by border services officers. In contrast, they also perceived border clearance to be faster when entering the U.S. than before becoming a member.

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

• Detailed satisfaction ratings of core aspects related to the application and enrolment process ranged from 67% to 93%.
  • Lowest level went to the amount of the application fee (67%), but even in that case only 20% were dissatisfied (very or somewhat) with the required fee.
• 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 and with the application process.
• Overall, 95% claimed to be satisfied with the application process and the Enrolment Centre:
  • 67% were 'very' satisfied;
  • 28% were 'somewhat' satisfied.
• Findings suggest that the application process and experience at the Enrolment Centre are not areas requiring immediate attention or improvements.

5) 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 86% to 93%.
  • 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.

6) Overall satisfaction rating with the Program achieved a remarkable level: 89%.

• 89% of recent users of the FAST process claimed to be satisfied with the Program, 'all things considered', a consistent finding throughout the sample.
  • 59% were 'very' satisfied;
  • 30% were 'somewhat' satisfied.
• 77% of the FAST process users said that the Program met (62%) or even exceeded (15%) their expectations (quicker border clearance was their main expectation).
• These findings reflect the significant time savings and reduced questioning that FAST card users reported for border clearance compared to regular processing, as well as consideration as a low risk traveller and the positive experience at the enrolment centre.

5. Concluding Remarks

• The feedback FAST members sent through this survey was quite clear: it shows that the Program is successful in fulfilling the main 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.