Caller Services Registration Survey

Caller Services Registration Survey

FEMA Form 007-0-03

OMB Control Number 1660-0036

Expiration ___

Public reporting burden for this survey is estimated to average 6 minutes per response. The burden estimate includes the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and submitting the survey. You are not required to respond to this collection of information unless it displays a valid OMB control number near the title of the electronic collection instrument, or for on-line applications, on the first screen viewed by the respondents. Send comments regarding the accuracy of the burden estimate and any suggestions for reducing the burden to: Information Collections Management, Department of Homeland Security, Federal Emergency Management Agency, 500 C Street, SW, Washington, DC 20472, Paperwork Reduction Project (1660-0036) NOTE: Do not send your completed form to this address.

The following survey is voluntary.

QUESTIONS

Introduction

Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who called to register for FEMA assistance?

If no: Thank you for your time and have a good day/evening.

If yes: We're looking for ways to improve the quality of our Call Center service and your opinion is very important to us. Do you remember speaking with (Agent) when you registered?

Yes

No

If no: Thank you for your time and have a good day/evening.

If yes: Would you volunteer to take 3-7 minutes to answer some questions.

Yes

No

If no: I understand. Thank you for your time and have a good day/evening.

If yes: Thank you. The following questions have been approved by the Office of Management and Budget under number 1660-0036. Please be assured that your answers will not affect the outcome of your application for FEMA assistance.

Let's start with questions specific to that telephone call.

1. Using a rating scale of Excellent, Good, Satisfactory Below Average or Poor, how would you rate (Agent) on showing an interest in helping you?

If Below Average or Poor go to question 1a else go to question 2.

1a. What made you feel he/she was not interested in helping?

Rushed Call Didn't Answer My Questions Didn't Listen No Empathy

Minimized my losses Didn't make Me Eligible Other (Specify)

2. How would you rate him/her on providing information in an easy to understand manner?

Excellent

Good

Satisfactory

Below Average

Poor

If Below Average of Poor go to question 2a, if Excellent go to question 2b otherwise go to 3.

2a. In what way was it Below Average or Poor?

Talked too Fast Speech Unclear Jargon/Terminology

Too Complicated Inconsistent Info Other (Specify)

2b. What specifically did he/she do to help you understand the information?

Patient Used Easy Terminology Asked if I Understood

Repeated Information Other (Specify)

3. How would you rate him/her on being courteous?

Excellent

Good

Satisfactory

Below Average

Poor

If Below Average or Poor go to question 3a otherwise go to question 4.

3a. In what way was he/she not courteous?

Impatient Interrupted Accusatory

Condescending Tone of voice Other (Specify)

4. How would you rate him/her on letting you know what you needed to do next?

Excellent

Good

Satisfactory

Below Average

Poor

If Below Average or Poor go to question 4a otherwise go to question 5.

4a. In what way was it Below Average/Poor?

Next Steps not Given Didn't Answer My Questions Too Much Information

No Time to Write Information Too Confusing Other (Specify)

5. How confident were you in how he/she handled your Registration? Would you say you were Extremely Confident, Very Confident, Somewhat Confident, Not Very Confident, or Not at all Confident?

If Not Very Confident or Not at all Confident go to question 5a, if Extremely Confident go to question 5b otherwise go to question 6.

5a. What specifically caused you to feel Not Very Confident/Not at all Confident?

Inconsistent information No Confidence in Agent's Knowledge

Didn't Answer My Questions Took Too Long

Didn’t Trust Agent Recorded Info Accurately Other (Specify)

5b. What specifically caused you to feel Extremely Confident??

Provided Valuable Information Had Confidence in Agent’s Knowledge

Answered My Questions Didn't Rush

Trusted Agent Recorded Info Accurately Other (Specify)

6. What was your overall impression of the customer service provided by (Agent)? Would you say it was Excellent, good, Satisfactory, Below Average or Poor?

If Below Average or Poor go to question 6a otherwise go to question 7.

6a. what specifically could he/she have done better? (Specify)

The next question is about the Internet On-line Registration available at the FEMA.gov and DisasterAssistance.gov websites.

7. Did you personally attempt to do your Registration over the Internet?

Yes

No

Don't Remember

If No go to question 7a otherwise go to question 7b.

7a. What were your reasons for not using the internet to register?

No Computer No Internet Access Computer Damaged

Limited Computer Skills Security Concerns Preferred to Talk to FEMA

Website not Accessible Didn't Know I Could Utilities Out

Other (Specify)

7b. What is the reason you were unable to complete your registration over the Internet?

Browser Issues Navigation Issues Instructions Unclear

Security Concerns Preferred to Talk to FEMA Website not Accessible

Too Complicated/Difficult Registered on Phone Also Security Screen Characters

Slow Internet Response Time Technical Problems Took too Long

Info Needed not Available Other (Specify)

8. Your opinion is very valuable to us, may we call you at a later date to ask you some additional questions? Yes, No.

Closing

If Yes: Thank you for your time. Have a good day/evening.

If No: I understand. Thank you very time. Have a good day/evening.

FEMA Form 007-0-3 4