Results for the Implementation of CATSA’s mandate
The following KPIs are reported to the Senior Management Committee and the Board of Directors on a quarterly basis for oversight and management of CATSA’s performance. The KPIs are categorized according to the Strategic Plan’s four pillars.
Pillar: Promote an Integrated Aviation Ecosystem
| Performance measure | Comments |
|---|---|
| Security effectiveness | Given the sensitivity of this performance category and its associated results, this data cannot be included in a public document. |
| Performance measure | Target | 2024/25 | Comments |
|---|---|---|---|
| Partner satisfaction | 95.0 % | 91.7% | Partner surveys are conducted every two years, and the latest results (2024/25) are included in this report. In 2024/25, nearly 92% of partners expressed satisfaction with CATSA; surveyed partners highlighted key strengths, including effective communication channels, and responsiveness to partner needs. The organization will strive to further enhance the integration of CATSA's systems with partners’ systems, increase collaboration, and elevate information sharing to better serve the travelling public. |
Definition: The measure of partner satisfaction relating to integration, collaboration and information sharing through a bi-annual survey.
Pillar: Elevate the Client Experience
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Overall experience | 90.0 % | 91.0% | In 2025/26, 91% of surveyed passengers reported a positive screening experience. |
Definition: The percentage of passengers who encountered an overall positive screening experience, based on passenger intercept surveys conducted at Class 1 airports.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Customer satisfaction Index | 90.0 % | 90.7% | Customer satisfaction index remained above target throughout 2025/26. |
Definition: The percentage of passengers who provide a positive rating to their interactions with screening officers at PBS checkpoints at Class 1 airports.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Confidence in security screening | 85.0 % | 89.3% | Confidence in security screening remained above target throughout 2025/26. |
Definition: The percentage of passengers surveyed who express confidence in the overall PBS process at airports and its role in making air travel more secure.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Satisfaction with speed of screening | 90.0 % | 86.7% | Satisfaction with processing speed fell below target, despite meeting wait time service level targets, underscoring the importance of improvements beyond queue times alone. CATSA is focusing on modernizing screening processes and working with partners to improve end-to-end service for passengers. |
Definition: The percentage of passengers at Class 1 airports who provide a positive rating for the speed of security screening at PBS checkpoints.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Satisfaction specific to passengers who used the family and special needs line | 90.0 % | 88.4% | Passenger satisfaction with family and accessible lines was below the target level for the year. However, metrics improved over the course of 2025/26, culminating in a satisfaction rate of 92.3% in the fourth quarter. |
Definition: The percentage of passengers at Class 1 airports who were satisfied with the screening experience at a family and special needs line.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Satisfaction with service in the official language of choice | 90.0 % | 96.4% | Satisfaction with service in the official language of choice continued to be well above target. |
Definition: The percentage of passengers at Class 1 airports who report being served in their preferred official language throughout the screening process.
Pillar: Drive Innovation
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
Wait Time Service Level (WTSL) (All Periods) | 95.0 % | 96.0% | In 2025/26, 96% of passengers waited less than 15 minutes to be screened at Class 1 airports. |
| Passengers screened | 70.3 million |
Definition: WTSL (All Periods) is the percentage of passengers who waited less than 15 minutes to be screened at Class 1 airports, on an annual basis.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Wait Time Service Level (WTSL) (At Peak) | 85.0 % | 91.7% | In 2025/26, 91.7% of passengers waited less than 15 minutes to be screened at Class 1 airports during peak periods. |
Definition: WTSL (At Peak) is the percentage of passengers who waited less than 15 minutes to be screened during peak periods at Class 1 airports. Peak periods are considered times when checkpoints experience very high traffic volumes.
| Performance measure | Target | 2024/25 | Comments |
|---|---|---|---|
| Innovation Culture | 85.0 % | 78.1% | Employee surveys are conducted every two years, and the latest results (2024/25) are included in this report. Almost 80% of surveyed employees agreed that CATSA fosters an open, supportive culture of innovation and creativity. The organization will continue to advance initiatives that further strengthen this culture of continuous improvement and progress. |
Definition: The percentage of employees who agree that CATSA has a culture of innovation, based on results of an employee survey regarding innovation, openness to new ideas, initiative and creativity.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Consistency – Security Screening Procedures | 95.0% | 95.0% | CATSA works with screening contractors to sustain, and improve upon, its strong operational performance. |
Definition: The evaluation by performance officers of screening officer performance according to Standard Operating Procedures and regulations at Class 1 airports.
Pillar: Invest in Our People for Tomorrow
| Performance measure | Target | 2024/25 | Comments |
|---|---|---|---|
| Employee Satisfaction | 85.0 % | 85.0% | Employee surveys are conducted every two years, and the latest results (2024/25) are included in this report. In 2024/25, 85.0% of employees who completed the Employee Satisfaction Survey indicated they are satisfied with CATSA as their employer. |
Definition: The percentage of employees who are satisfied with CATSA as their employer.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Employees who meet the official language requirements of their positions | 75.0 % | 71.2% | In 2025/26, 71.2% of employees met the official language requirements for their positions, reflecting steady progress and an increase of 2% over 2024/25. This improvement is further supported by external staffing results, with 88% of new hires now meeting the bilingual language requirements of their roles. |
Definition: The percentage of employees who meet the language requirements in positions designated as bilingual.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Workforce Demographics | Women: Indigenous Peoples: Members of visible minorities: Persons with disabilities: | Women: Indigenous Peoples: Members of visible minorities: Persons with disabilities: | In 2025/26, representation increased in three of the four workforce demographic groups, with a 1% decline in the representation of women. |
Definition: The percentage of a designated group (Women, Indigenous Peoples, Members of Visible Minorities, and Persons with Disabilities) among employees.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Annual Attrition | Less than 8.0% | 1.4% | Voluntary attrition remained better than the 2025/26 target. |
Definition: The percentage of employees who left the organization voluntarily.
| Performance measure | Target | 2024/25 | Comments |
|---|---|---|---|
| Employees who would recommend CATSA as an employer | 85.0% | 79.0% | Employee surveys are conducted every two years, and the latest results (2024/25) are included in this report. In 2024/25, 79.0% of employees would recommend CATSA as an employer. CATSA will continue to invest in employee wellbeing and development to improve this result. |
Definition: The percentage of employees who would recommend CATSA as an employer.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| Screening Officer Demographics | N/A | Women: Indigenous Peoples: Members of visible minorities: Persons with disabilities: | As of March 31, 2026, CATSA’s screening contractors provided demographic data for the second time. The results are largely consistent with the previous year, with the exception of demographic data pertaining to visible minorities, which experienced a notable year-over-year increase of 9.9%. The screening contractors are subject to the Government of Canada’s legislated demographic targets for their federally regulated workforces and must report their progress to the Government of Canada. CATSA will continue to engage and collaborate with its screening contractors to encourage diversity and inclusion. |
Definition: The percentage of a designated group (Women, Indigenous Peoples, Members of Visible Minorities, and Persons with Disabilities) among the third-party screening officer workforce.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| National screening officer attrition rate | Less than 28.0% | 15.2% | In 2025/26, the national attrition rate for screening officers was 15.2%, representing a decrease of 2.2% compared to 2024/25. This overall improvement reflects a significant reduction in attrition among part-time screening officers, which declined by 9.0%, partially offset by a modest increase of 0.6% in attrition among full-time screening officers. |
Definition: The percentage of screening officers who have departed for the following reasons: resignation, death, or termination.
| Performance measure | Target | 2025/26 | Comments |
|---|---|---|---|
| National Training and Certification Program success rate | 90.0 % | 91.6% | In 2025/26, national training and certification success rates exceeded target. |
Definition: The percentage of screening officer candidates that passed the National Training and Certification Program.