Constituents give agencies relatively high marks in their dealings with the public. Majorities in each group say the agency's employees are courteous and professional. Most say the agencies are reasonably easy to get in touch with and make an effort to help constituents understand rules and forms. Among the agencies, customer service evaluations of the Federal Aviation Administration are the most glowing. Large majorities of these same groups also say that the agency is responsive to questions and concerns.
Frequent fliers are less complimentary on both counts.
At least three-quarters of each group involved with the FDA say the agency bases its decisions on good science and solid majorities say that the FAA does not make air safety problems appear worse than they are. But praise for the technical competence of the FAA and the FDA is not uniform. Similarly, only slim majorities of airline business officers and frequent fliers, and even fewer pilots and air traffic controllers, think that the FAA keeps up with the latest technological advances. Moreover, constituent groups also accuse the agencies of petty or punitive regulation. Majorities in each group complain that the agencies frequently get bogged down in unnecessary details.