E-Verify Customer Questionnaire FINAL NOV 2008
The U.S. Citizenship and Immigration Services (USCIS) would like to have feedback from those employers who currently use E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees.
Please take a few moments to respond to our survey. In order to assure confidentiality, the survey is being administered by a third-party customer satisfaction research organization, CFI Group.
CFI Group will treat all information you provide as confidential. All information you provide will be combined with that of others for research and reporting purposes only. Individual responses will not be released.
A1. Have you used E-Verify in the past 6 months?
Yes
No (TERMINATE SURVEY)
Don’t Know (TERMINATE SURVEY)
A2. Which best describes how frequently you use E-Verify?
Weekly or more often
Monthly
Once every few months
Once a year or less often (TERMINATE SURVEY)
Never (TERMINATE SURVEY)
Q1. Which best describes your organization as a user of E-Verify
General User (Users of E-Verify that are NOT employment services providers, Designated Agents, or the user of a Designated Agent.)
Temporary Agency or Employment Agency (Users of E-Verify that provide employment services to other employers, that is, provide them with permanent or temporary workers.)
Designated Agent (Users of E-Verify that registered for E-Verify as a Designated Agent, that is, as an employer that provides E-Verify services to other employers for a fee.)
Q2. Did you register your organization with E-Verify?
Yes, I personally registered our organization (CONTINUE TO Q3-Q6)
No, someone else in our organization registered us with E-Verify (SKIP TO TUTORIAL Q7)
Don’t Know (SKIP TO TUTORIAL Q7)
First, think about the registration process in using E-Verify for the first time. Please rate the following on a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q3. Clarity of instructions on how to register
Q4. Memorandum of understanding making the employer’s responsibilities and next steps clear
Q5. Ease of submitting registration information
Q6. Speed of receiving User Name, Password and E-Verify Web Address
Now, think about the training and online tutorial that is part of the sign up process. Please rate the following on a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q7. Helpfulness of information in User Manual
Q8. Ease of taking online training in terms of understanding content
Q9. Ease of completing online training in terms of time required
Q10.Ease of accessing online resources
Q11.Usefulness of online resources
Q12. Is the training provided useful in helping employers pass the mastery test?
1. Yes
2. No
3. Don’t Know
Q13. Do the tutorial and mastery test adequately prepare employers to effectively use E-Verify?
1. Yes
2. No
3. Don’t Know
Please rate the following on a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q14a. Ease of training process overall
(IF Q14a IS RATED LOWER THAN 5 ASK Q14b)
Q14b. What was your reason for rating ease of training lower than 5?
Q15a. Ease of registration process overall (including the required testing)
(IF Q15a IS RATED LOWER THAN 5 ASK Q15b)
Q15b. What was your reason for rating ease of registration process lower than 5?
Now, think about using the query process in E-Verify. Please rate the following on a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q16. Ease of navigating E-Verify site
Q17. Ease of submitting I-9 information on E-Verify
Q18. Speed of receiving initial response
Q19. Clarity of next steps as described in the response
Q20a. Have you received a Tentative Nonconfirmation (TNC) in any of your queries in the past 6 months?
Yes (ASK Q20b.)
No (SKIP TO PHOTO TOOL Q24)
Don’t know (SKIP TO PHOTO TOOL Q24)
Q20b. Approximately how many Tentative Nonconfirmations (TNC) have you had in the past 6 months?
One
2-5
6-10
10-24
25 or more
Now think about the Tentative Nonconfirmation resolution process. Please rate the following on a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q21. Speed of resolving the case
Q22. Clarity of communications about the steps involved in the resolution process
Q23a. Ease of resolving the case
(IF Q23a IS RATED LOWER THAN 5 ASK Q23b)
Q23b. What was your reason for rating ease of resolving case lower than 5?
Q24. In the past 6 months while using E-Verify have you been prompted to match a photo?
Yes (CONTINUE Q25-Q27)
No (SKIP TO CUSTOMER SERVICE Q28)
Don’t Know (SKIP TO CUSTOMER SERVICE Q28)
Please rate the photo matching process in E-Verify on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q25. Ease of photo matching process
Q26. Helpfulness in preventing fraud
Q27. Do you typically have convenient access to the required technology (e.g. fax, digital camera, copier, scanner, etc.) that is necessary to complete the photo matching process?
Yes
No
Don’t Know
Q28. Have you contacted E-Verify customer service (1-888-464-4218) in the past 6 months?
Yes (CONTINUE TO Q29a-Q36a)
No (SKIP TO TECHNICAL ASST. Q37)
Don’t Know (SKIP TO TECHNICAL ASST. Q37)
Q29a. Think about your most recent call to E-Verify customer service, were you transferred during your call?
Yes (ASK Q29b.)
No (SKIP TO Q30)
Don’t Know (SKIP TO Q30)
Q29b. During that call how many times were you transferred?
Once
Twice
Three times
More than three times
Think about the customer service that you received regarding E-Verify. Please rate the customer service representative(s) who assisted you on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q30. Ease of accessing representative
Q31. Professionalism
Q32. Communication skills
Q33. Ability to understand your questions/issue
Q34. Providing guidance on policy/questions
Q35a. Was your issue resolved?
Yes
No
Don’t Know
(If Q35a = Yes, ask Q35b else go to Q36a)
Q35b. How many calls were needed to resolve your issue?
Resolved during first call
Needed to call back one additional time to resolve issue
Needed to call back two additional times to resolve issue
Needed to call back three or more additional times to resolve issue
Q36a. Have you called customer service to have your password reset in the past 6 months?
Yes (ASK Q36b and Q36c)
No (SKIP TO Q37)
Don’t Know (SKIP TO Q37)
Using a 10-point scale where “1” is “poor” and “10” is “excellent” please rate the following
Q36b. Ease of resetting your password
Q36c. Speed of receiving a new password
Q37. Have you contacted E-Verify technical assistance (1-800-741-5023) in the past 6 months? (Toll free customer service line available to employers for assistance in resolving technical questions about the E-Verify operating system.)
Yes (CONTINUE TO Q38-Q44)
No (SKIP TO MARKETING/OUTREACH Q45)
Don’t Know (SKIP TO MARKETING/OUTREACH Q45)
Think about the technical assistance that you received regarding E-Verify. Please rate the technical assistance representative(s) who assisted you on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”
Q38. Ease of accessing representative
Q39. Professionalism
Q40. Communication skills
Q41. Ability to understand your questions/issue
Q42. Knowledge of technical issues
Q43. Technical guidance resolving your issue
Q44a. Was your issue resolved?
Yes
No
Don’t Know
(If Q35a = Yes, ask Q35b else go to Q36a)
Q44b. How many calls were needed to resolve your issue?
Resolved during first call
Needed to call back one additional time to resolve issue
Needed to call back two additional times to resolve issue
Needed to call back three or more additional times to resolve issue
Q45. Why did you sign up for E-Verify? (Select all that apply)
Parent company required participation
State or local government required participation
Federal government required participation
To satisfy a client’s request
Believed it would avoid U.S. Immigration and Customs Enforcement (ICE) audit, raid, or fine
To improve ability to verify work authorization
Believed it would make us more competitive with others in our industry
Other (specify)
Q46. How did you first learn about E-Verify?
E-Verify materials or presentation
US Citizenship and Immigration Services (USCIS) and/or Social Security Administration (SSA) materials or presentation
E-Verify web site
Print advertisement
Online advertisement
Radio advertisement
Billboard advertisement
Media coverage (other than advertisements)
Information from a client
Information from a professional organization
U.S. Immigration and Customs Enforcement (ICE) audit or visit/Informed of a legal requirement to participate
Other (specify)
Q47. How would you prefer to get information about changes or updates to E-Verify?
Fax
Mailer
E-Verify system broadcast message
Q48. First, please consider your overall experiences during the past year with E-Verify. Using a 10-point scale on which “1” means “very dissatisfied” and “10” means “very satisfied,” how satisfied are you with E-Verify?
Q49. To what extent has E-Verify met your expectations? Please use a 10-point scale on which "1" means "not met your expectations" and "10" means, "exceeds your expectations."
Q50. Now, imagine the ideal online verification service. How well does E-Verify compare 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."
Q51. If asked how likely would you be to recommend the E-Verify program to others? Please use a 10-point scale where “1” means “Not Very Likely” and “10” means “Very likely.”
Q52. How confident are you in the accuracy of the E-Verify program? Please use a 10-point scale where “1” means “Not Very Confident” and “10” means “Very Confident.”
Q53. How likely are you to continue to participate in the E-Verify program in the future? Please use a 10-point scale where “1’ means “Not Very Likely” and “10” means “Very Likely.”
Q54. Please provide any final comments on how we can improve E-Verify to better serve you.
D1. In which state are you located?
D2. How many people do you employ?
1-19
20-99
100-999
1,000-9,999
10,000+
D3. Do you consider yourself a small business?
Yes
No
Don’t Know
D4. What is the primary industry in which your company or organization conducts business (select one)?
Agriculture, Forestry, Fishing, and Hunting
Mining
Utilities
Construction
Manufacturing
Wholesale Trade
Retail Trade
Transportation and Utilities
Information
Financial Activities
Real Estate and Rental and Leasing
Professional, Scientific and Technical Service
Management of Companies and Enterprises
Administrative and Support and Waste Management and Remediation Services
Education Services
Health Care and Social Assistance
Arts, Entertainment and Recreation
Accommodations and Food Services
Other Services (Except Public Administration)
Government (Public Administration)
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File Type | application/msword |
Author | Computer12 |
Last Modified By | bjinnohara |
File Modified | 2008-11-21 |
File Created | 2008-11-21 |