CFI 166 TREAS FINCEN Foreign Invest Case Reports

American Customer Satisfaction Index

CFI 166 TREAS FINCEN Foreign Invest Case Reports

CFI 164 Domestic Investigative Reports, CFI 165 BSA E-Filing System, CFI 166 Foreign Investigative Reports, CFI 167 Treas FINCEN Proactive Investigative Reports, CFI 168 SAR Activity Review

OMB: 1090-0007

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FinCEN – Investigative Case Reports (REACTIVE) 2008 Final

FinCEN – Foreign Investigative Case Reports

Customer Satisfaction Survey 2008

Introduction

FinCEN is committed to serving and satisfying their customers and has commissioned the CFI Group, an independent third-party research group, to conduct this survey. Records indicate that you received an investigative case report over the last 12 months. FinCEN is asking for general feedback about the process and the outcome on a request for research you submitted to FinCEN so they can improve their service to you; there will not be any specific questions concerning past or current investigations.


CFI Group will treat all information you provide as confidential. All information you provide will be will be grouped anonymously along with other FinCEN customers for research and reporting purposes. Your individual responses will not be released.


Note to Egmont Members: If you have received multiple responses from FinCEN, please provide an overall rating based on all cases.


This survey is authorized by the U.S. Office of Management and Budget Control No. 1505-0191

Demographics

Demo1. Which of the following best describes your organization?

  1. Egmont Member (please specify foreign country):

  2. Other (specify)

Process for requesting case support

On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the process for requesting case support from FinCEN on the following. If a particular question does not apply, please select “N/A.”

CS1. Ease of filling out FinCEN Supplemental form

CS2. Ease of submitting Request for Research (including USA/FinCEN Case Request Supplement)

CS3. Acknowledging the receipt of your Request for Research

CS4. Convenience of the process

FinCEN representative(s)

On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the FinCEN representative(s) who processed your request on the following. If a particular question does not apply, please select “N/A.”

Rep1. Ability to explain the capabilities of FinCEN

Rep2. Ability to answer your questions

Rep3. Keeping you updated about the status of your case

Rep4. Accuracy of estimated completion date provided by the representative(s)

Rep5. Timeliness of responses from the representative(s)

Rep6. Courtesy of representative(s)

Response from FinCEN

On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the response you received from FinCEN on the following:

Res1. Format

Res2. Organization of information

Res3. Relevance to original request

Res4. Thoroughness

Res5. Timeliness

Usefulness of information

On a scale from “1” to “10,” where “1” is “not at all useful” and “10” is “very useful,” please rate the value of information you received from FinCEN for the following.

If a choice does not apply, please indicate N/A:

Use1. Verifying existing information

Use2. Usefulness of financial information to investigation, if provided

Use3. Helping you identify new leads

Use4. Usefulness of information in planning/developing strategy

Use5. Providing case support

Use6. Providing information previously unknown

Use7. Supplementing or expanding known information

Use8. Helping you better use resources

Use 9. Please provide any suggestions for how FinCEN can improve the investigative reports you receive.

Impact of Assistance Provided

On a scale from “1” to “10” where “1” is “no impact” and “10” is “high impact” please rate the impact of any assistance you received from FinCEN. If a choice does not apply, please indicate N/A.

How much did the information exchange help your agency/organization do the following?

Use1. Gain momentum toward improved capabilities (for example to gain Egmont membership or improve FIU capacity building)

Use2. Improve information exchange

Use3. Improve mutual cooperation and understanding?

Use4. Gain momentum toward expanding its ability to improve the transparency of the financial system

Use5. Gain momentum toward expanding its ability to improve protection/safeguards of the financial system from abuse?





ACSI Benchmark Questions

Now we are going to ask you to please consider your experiences with FinCEN with respect to the following:


  1. First, please consider your experiences with FinCEN over the past 12 months. Using a 10-point scale on which “1” means “Very dissatisfied” and “10” means “Very satisfied,” how satisfied are you with FinCEN?

  2. To what extent has FinCEN met your expectations? Please use a 10-point scale on which "1" now means "Falls short of your expectations" and "10" means "Exceeds your expectations."

  3. Forget about FinCEN for a moment. Now, imagine the ideal criminal investigative support network. How well do you think FinCEN compares with that ideal? Please use a 10-point scale on which "1" means "Not very close to the ideal" and "10" means "Very close to the ideal."

Closing

FinCEN would like to thank you for your time and participation today. Your feedback is greatly appreciated.


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