USCIS Electronic Customer Satisfaction Survey (E-Survey)

USCIS Electronic Customer Satisfaction Survey

OMB Control No. 1615-0121 Expires 12/31/2014

I. InfoPass

1. Where is your primary point of access to the Internet?
j Home
k
l
m
n
j Work
k
l
m
n

j Library
k
l
m
n

j School
k
l
m
n

j Other (please specify)
k
l
m
n

j Home of Family or Friend
k
l
m
n

j Cellular Phone/Smart Phone
k
l
m
n

2. Which of the following methods did you use to access the INFOPASS system? (Select
all that apply)
c INFOPASS website ­ (www.infopass.uscis.gov)
d
e
f
g

c USCIS Kiosk at a field office
d
e
f
g

c USCIS website ­ (www.uscis.gov)
d
e
f
g
c Other (please specify)
d
e
f
g

3. How did you first learn about INFOPASS?
j USCIS Website at www.uscis.gov
k
l
m
n
j Forms and receipts from USCIS
k
l
m
n

j Posters or banners in a USCIS field office
k
l
m
n
j Officer from USCIS field office
k
l
m
n
j Other (please specify)
k
l
m
n

j Friend
k
l
m
n

j Family member
k
l
m
n

j Correspondence from USCIS
k
l
m
n

j Representative from the 800­Line
k
l
m
n

4. Where did you make your most recent INFOPASS appointment?
j Home
k
l
m
n
j Work
k
l
m
n

j Home of family or friend
k
l
m
n

j School
k
l
m
n

j Library
k
l
m
n

j Other (please specify)
k
l
m
n

j Attorney’s office
k
l
m
n

j USCIS Kiosk at a field office
k
l
m
n

5. For whom did you schedule this appointment?
j Myself
k
l
m
n
j Friend
k
l
m
n

j Family Member
k
l
m
n

j Other (please specify)
k
l
m
n
Other 

j Client
k
l
m
n

j Employee
k
l
m
n

USCIS Electronic Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
6. What language option did you choose when you accessed INFOPASS?
j English
k
l
m
n

j Spanish
k
l
m
n
j Arabic
k
l
m
n

j Filipino/Tagalog
k
l
m
n

j French
k
l
m
n

j Chinese
k
l
m
n
j Creole
k
l
m
n

j Polish
k
l
m
n

j Russian
k
l
m
n

j Japanese
k
l
m
n

j Portuguese
k
l
m
n

j Korean
k
l
m
n

j Vietnamese
k
l
m
n

7.
Please rate your level of agreement with the following statements.
Other 

7a. It is easy to navigate the 

Somewhat 

Somewhat 

Mixed

Mostly Agree

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

Agree

Disagree

Mostly Disagree

Strongly 

Strongly Agree

Disagree

INFOPASS website.
7b. The instructions on the 
INFOPASS website are clear.
7c. The layout of the website 
is easy to follow.
7d. The amount of time it 
takes to connect to the 
INFOPASS website is 
reasonable.

8. Overall, how satisfied are you with the INFOPASS appointment scheduling system?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

9. What suggestions do you have for improving the INFOPASS appointment scheduling
system?

II.Other 
Website

10. Have you used the USCIS website (www.uscis.gov)?

j Yes
k
l
m
n

II. Website

j No
k
l
m
n

11. When did you last use the USCIS website?
j Within 1 week
k
l
m
n

j Within 1 month
k
l
m
n

j Within 6 months
k
l
m
n

j Within 1 year
k
l
m
n

j More than 1 year
k
l
m
n

USCIS Electronic Customer Satisfaction Survey

OMB Control No. 1615-0121 Expires 12/31/2014

Other 
12.
Overall, how satisfied are you with the USCIS website?

j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n
j Mixed (Neither)
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

12a. Why are you dissatisfied with the USCIS website? (Select all that apply)
c Website was not specific enough
d
e
f
g

c Website was difficult to use
d
e
f
g

c My Case Status did not have sufficient detail
d
e
f
g
c My Case Status was not updated
d
e
f
g
c Other (please specify)
d
e
f
g

c Did not receive the information needed
d
e
f
g

c Website was not updated
d
e
f
g

12b. What areas of the website, if any, need improvement?
5
6  

12c. What do you find most effective on the website?
5
6  

13. Have you used the FORMS section on the USCIS website?

j Yes
k
l
m
n

j No
k
l
m
n

13a. How satisfied were you with the FORMS section on the USCIS website?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

14. Have you used the My Case Status customer service tool on the USCIS website?

j Yes
k
l
m
n

j No
k
l
m
n

USCIS Electronic Customer Satisfaction Survey

OMB Control No. 1615-0121 Expires 12/31/2014

14a. How satisfied were you with the My Case Status customer service tool on the USCIS
website?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

14b. Why were you dissatisfied with the My Case Status customer service tool?
j Case Status was not updated
k
l
m
n
j Could not access case
k
l
m
n

j Insufficient case details provided
k
l
m
n
j Case Status was not accurate
k
l
m
n
j Other (please specify)
k
l
m
n

14c. The last time you used My Case Status, did you receive accurate information?

j Yes
k
l
m
n
j No
k
l
m
n

j Could not access my case
k
l
m
n

j I don't know
k
l
m
n

14d. Did you find the status of your case after entering the receipt number that was mailed
to you?

j Yes
k
l
m
n

j No
k
l
m
n

14e. If you did not find the status of your case, what did the system tell you?
5
6  

14f. Please rate your agreement with the following statements about My Case Status on
the USCIS Website.
Somewhat 

The language was clear.

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

My system was user­friendly.

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

The information received was 
Other 
accurate.

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

Disagree

Mostly Disagree

Strongly 

Mostly Agree

Agree

Mixed

Somewhat 

Strongly Agree

Disagree

USCIS Electronic Customer Satisfaction Survey

OMB Control No. 1615-0121 Expires 12/31/2014

III. Field Office Experience

15. Which type of service appointment did you select on the INFOPASS system?
j You need Service on a case that has already been filed
k
l
m
n

j You are a new Permanent Resident and have not yet received your Permanent Resident Card
k
l
m
n
j You want to file an application in person
k
l
m
n
j You need information or other services
k
l
m
n
j You need a form
k
l
m
n

j You are a United States Military Member, Military Retiree or a Military Dependant
k
l
m
n

16. What type of case/information/other service were you inquiring about?
j N­400, Application for Naturalization
k
l
m
n

j Other Citizenship or Naturalization issue or question
k
l
m
n

j I­485, Application to Register Permanent Residence or Adjust Status
k
l
m
n
j I­130, Petition for Alien Relative
k
l
m
n

j I­90, Application to Replace Permanent Resident Card (Green Card)
k
l
m
n

j Questions about replacing or renewing a Permanent Resident Card (Green Card)
k
l
m
n
j I­751, Petition to Remove the Conditions of Residence
k
l
m
n

j Stamp on Passport (Extension of I­551/Permanent Residence)
k
l
m
n
j I­821, Application for Temporary Protected Status
k
l
m
n

j I­131, Application for Travel Document (Reentry Permit or Advance Parole)
k
l
m
n
j I­765, Application for Employment Authorization (Work Permit or EAD)
k
l
m
n
j Change of address
k
l
m
n

j Other (please specify)
k
l
m
n

17. What is the location of the field office you visited?
City
Location
Other (please specify) 

State

6

6

USCIS Electronic Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
18. When did your actual appointment start compared with the scheduled appointment

time?
j Before my scheduled appointment time
k
l
m
n

j Within 5 minutes of my scheduled appointment time
k
l
m
n

j Within 15 minutes of my scheduled appointment time
k
l
m
n
j Within 30 minutes of my scheduled appointment time
k
l
m
n
j Within 1 hour of my scheduled appointment time
k
l
m
n

j More than 1 hour after my scheduled appointment time
k
l
m
n

19. Please rate your level of agreement with the following statements:

19a. The posters, banners and brochures in the USCIS field 

Strongly 

Mostly 

Somewhat 

agree

agree

agree

Somewhat 

Mostly 

Strongly 

disagree

disagree

disagree

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

Mixed

office were easy to understand.
19b. When I arrived at the building, the office was easy to 
find.
19c. When I arrived into the USCIS office, I knew where to 
go.
19d. The waiting room was comfortable (chairs, tables, 
television)
19e. The facility was clean.

III. Field Office Experience

20. Are you familiar with the “How do I?” Customer Guides, either in print or on the USCIS
website?

j Yes
k
l
m
n

j No
k
l
m
n

III. Field Office Experience

21. Overall, how satisfied are you with the “How do I?" Customer Guides?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

USCIS Electronic Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
22. How would you rate your overall satisfaction of your most recent experience at the

USCIS field office?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

III. Field Office Experience

22a. What are the primary reasons for your satisfaction? (Select all that apply)
c Received all the information needed
d
e
f
g
c Service was quick and efficient
d
e
f
g
c Received good service
d
e
f
g
c Other (please specify)
d
e
f
g

c Received accurate answers to questions
d
e
f
g

c Received some of the information needed
d
e
f
g

c The Immigration Officer was polite
d
e
f
g

22b. What are the primary reasons for your dissatisfaction? (Select all that apply)
c Did not receive good service
d
e
f
g

c Did not receive the information needed
d
e
f
g
c Had to wait too long
d
e
f
g

c Received inaccurate or inconsistent information
d
e
f
g
c Other (please specify)
d
e
f
g

23. Overall, how would you describe the service that you received at the USCIS field
office?
j Fully exceeded your expectations
k
l
m
n

j Mostly exceeded your expectations
k
l
m
n

j Somewhat failed your expectations
k
l
m
n

j Somewhat exceeded your expectations
k
l
m
n
j Met your expectations
k
l
m
n

j Mostly failed your expectations
k
l
m
n

j Fully failed your expectations
k
l
m
n

USCIS Electronic Customer Satisfaction Survey

OMB Control No. 1615-0121 Expires 12/31/2014

23a. How did the USCIS field office meet or exceed your expectations? (Select all that
apply)
c The Immigration Officer was polite
d
e
f
g
c Received good service
d
e
f
g

c Received some of the information needed
d
e
f
g

c Received accurate answers to questions
d
e
f
g
c Other (please specify)
d
e
f
g

c Received all the information needed
d
e
f
g

c Service was quick and efficient
d
e
f
g

23b. How did the USCIS field office fail to meet your expectations? (Select all that apply)
c Did not receive good service
d
e
f
g

c Received inaccurate or inconsistent information
d
e
f
g
c Did not receive the information needed
d
e
f
g
c Had to wait too long
d
e
f
g

c Other (please specify)
d
e
f
g

24. What suggestions, if any, do you have for improving service at the USCIS field office
that you recently visited?
5
6  

IV. 800­Line

25. Have you called the USCIS 800­Line within the past 6 months?

j Yes
k
l
m
n

j No
k
l
m
n

26. How satisfied were you with the recorded information?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

USCIS Electronic Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
27. Did you speak to a Customer Service Representative on the 800­Line?

j Yes
k
l
m
n

j No
k
l
m
n

28. Overall, how satisfied were with the Customer Service Representative on the 800­Line?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n
j Mixed (Neither)
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

29. After speaking to a Customer Service Representative, were you then transferred to an
Immigration Services Officer (ISO)?

j Yes
k
l
m
n

j No
k
l
m
n

30. Overall, how satisfied were you with the Immigration Services Officer (ISO) on the 800­
Line?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n
j Mixed (Neither)
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

31. How satisfied were you with your overall experience the last time you called the 800­
Line?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
k
l
m
n

j Somewhat Dissatisfied
k
l
m
n

j Somewhat Satisfied
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Mixed (Neither Satisfied nor Dissatisfied)
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

USCIS Electronic Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
31a. What is the primary reason for your dissatisfaction with your overall 800­Line

experience?
5
6  

Primary Language

32. What is your primary language?
j Amharic
k
l
m
n
j Arabic
k
l
m
n

j Haitian Creole
k
l
m
n

j Hindi
k
l
m
n

j Chinese ­ Mandarin
k
l
m
n

j Chinese ­ Cantonese
k
l
m
n
j English
k
l
m
n

j Polish
k
l
m
n

j German
k
l
m
n

j Swahili
k
l
m
n

j Urdu
k
l
m
n

j Persian/Farsi
k
l
m
n

j Filipino/Tagalog
k
l
m
n
j French
k
l
m
n

j Spanish
k
l
m
n

j Japanese
k
l
m
n

j Other (please specify)
k
l
m
n

j Romanian
k
l
m
n

j Vietnamese
k
l
m
n

j Korean
k
l
m
n

j Portuguese
k
l
m
n

j Russian
k
l
m
n

j Italian
k
l
m
n

j Refuse to answer
k
l
m
n

Gender

33. Please select your gender.
j Male
k
l
m
n

Thank You (Revised 11/01/2011)

j Female
k
l
m
n

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