Form 1-760 2007 Customer Satisfaction Survey National Instant Crimi

OMB No. 1110-0042

Expires on 10-31-2010

Under the Paperwork Reduction Act, a person is not required to respond to a collection of information unless it displays a valid OMB control number. We try to create forms and instructions that are accurate, can be easily understood, and which impose the least possible burden to you to provide us with information. The estimated average time to complete the survey is three minutes. If you have comments regarding the accuracy of this estimate or suggestions for making this form more simple, write to the AGMU, CJIS Division, FBI, 1000 Custer Hollow Road, Clarksburg, WV 26306.

1-760 (Rev. 07/26/2007)

FEDERAL BUREAU OF INVESTIGATION

CRIMINAL JUSTICE INFORMATION SERVICES (CJIS) DIVISION

2004 CUSTOMER SATISFACTION SURVEY

NATIONAL INSTANT CRIMINAL BACKGROUND CHECK SYSTEM (NICS)

FEDERAL FIREARMS LICENSEES (FFLS)

Please answer the following questions pertaining to the contracted Call Center.

1. How frequently does your business contact the FBI NICS contracted Call Center?

□ Daily □ Weekly □ Monthly □ Every few months □ Semi-annually

□ Do not use (Go to question 8)

2. Has the FBI NICS contracted Call Center ever been unavailable when you called?

□ Yes □ No

If yes, please explain.

3. When you contact the contracted Call Center (not the FBI NICS) to initiate a NICS background check, how would you rate their assistance?

□ Excellent □ Good □ Adequate □ Fair □ Poor

□ Have not used

4. When you contact the FBI NICS contracted Call Center for background checks, do you receive a final response while on the telephone for the majority of cases?

□ Yes □ No

5. For those transactions, how long are you on the telephone on average?

□ Less than one minute □ One to two minutes □ Three to five minutes

□ More than five minutes

6. How would you rate your satisfaction level with the length of time you are on the telephone for those transactions?

□ Excellent □ Good □ Adequate □ Fair □ Poor

7. How would you rate your satisfaction with the transferring of delayed transactions from the contracted Call Center to the FBI NICS Section while you are still on the phone?

□ Excellent □ Good □ Adequate □ Fair □ Poor

Please explain.

(Over)

Please answer the following questions pertaining to the FBI NICS Section.

8. How frequently does your business contact the FBI NICS Section?

□ Daily □ Weekly □ Monthly □ Every few months □ Semi-annually □ Do not use

If you selected "do not use" for questions one and eight, please end the survey.

9. Has the FBI NICS Section Customer Service Unit ever been unavailable when you called?

□ Yes □ No

If yes, please explain.

10. How would you rate the FBI NICS Customer Service Unit's service when you contact them for status checks?

□ Excellent □ Good □ Adequate □ Fair □ Poor □ Have not used

11. How would you rate the FBI NICS Customer Service Unit's service when you contact them with questions?

□ Excellent □ Good □ Adequate □ Fair □ Poor □ Have not used

12. How would you rate the FBI NICS Customer Service Unit's service when you contact them to initiate a NICS background check (when the Call Center is busy)?

□ Excellent □ Good □ Adequate □ Fair □ Poor □ Have not used

13. For transactions not resolved while you are on the phone initiating a NICS background check, how long before you receive a final response from the FBI NICS Section on average?

□ Less than two work hours □ Between two to six work hours □ Same business day □ Next business day

□ Two to three business days □ More than three business days

14. For transactions not resolved while you are on the phone initiating a NICS background check, how would you rate your satisfaction level with the length of time it takes to receive a final response from the FBI NICS Section?

□ Excellent □ Good □ Adequate □ Fair □ Poor

15. Are you registered with the FBI NICS E-Check?

□ Yes □ No (If no, go to question 18.)

16. How would you rate your level of satisfaction with the FBI NICS E-Check?

□ Excellent □ Good □ Adequate □ Fair □ Poor

Comments.

17. Have you experienced any problems with the FBI NICS E-Check?

□ Yes □ No

If yes, please explain.

18. Overall, how would you rate the level of customer service provided by the FBI NICS Section?

□ Excellent □ Good □ Adequate □ Fair □ Poor

19. Provide comments/recommendations you have for the contracted Call Center, the FBI NICS Customer Service Unit, or any other comments/recommendations you have for the FBI NICS Section.

20. Provide comments/suggestions on how the CJIS Division might provide improved customer service to you.

21. Please tell us about yourself. This information is optional and will not be used to identify a specific respondent. We may use the provided information for follow-up or clarification.

FFL Number: ____________________________________________

Your State: ______________________________________________

Your Name: _____________________________________________

Position/Title: ___________________________________________

Agency Telephone Number: ________________________________

E-mail address: __________________________________________

Thank you for your time in answering these questions.

If you would like additional information on the FBI NICS E-Check or would like to enroll, you may contact the NICS Section Customer Service toll free at 1-877-444-NICS (6427) and select option 3 or access our Web site at www.nicsezcheckfbi.gov.