A form letter to me gives the impression it wasn't read and was at most scanned for keywords. In the past, every time I've contacted anyone about the TSA, I get a general "Thank you for contacting me, I appreciate your concern. The TSA is..." and then they basically go on to tell me the stated mission of the TSA, as if I didn't know, and usually extol the TSA's virtues. They give me the feeling they didn't even read my letter. This does not give me that impression. Perhaps it is indeed a template, but at least I feel I was given due attention and that makes me pretty pleased. My other senator never even sent me a canned reply.