USCIS Local Office In-Person Customer Satisfaction Surve

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

1. Entry Survey Questions ­ Section I ­ Customer Demographics
1. Are you here for yourself or for
someone else?
j Self
k
l
m
n

j Other
k
l
m
n

j Friend
k
l
m
n

j Family
k
l
m
n

j Client
k
l
m
n

j Employee
k
l
m
n

2. How many people are
here with you?
j 0
k
l
m
n

j 1
k
l
m
n

j 2
k
l
m
n

j 3+
k
l
m
n

3. Are you accompanied by a minor to
assist you?
j Y
k
l
m
n

j N
k
l
m
n

4. Do you have an application or case
pending with USCIS?
j Y
k
l
m
n

j N
k
l
m
n

4a. What is the reason for your visit to this field office today?

j Check case status
k
l
m
n

Selected ­ check case status
What type of case (application name and/or number)?
What is your question or issue regarding this case?

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

Other types of inquiries or service
requests:

j Check case status
k
l
m
n

j Work Permit (EAD)
k
l
m
n

j Advance Parole
k
l
m
n

j Travel documents/Re­entry Permit
k
l
m
n

j ADIT Passport Stamp (I­551 extension)
k
l
m
n

j Interview or oath appointment
k
l
m
n

j Citizenship or Naturalization Information (New)
k
l
m
n
j Green Card (Renew, Replace, I­90)
k
l
m
n

j Temporarty Protected Status (TPS)
k
l
m
n

j Other (Specify below)
k
l
m
n

j Request for Evidence (RFE) Question or Submittal
k
l
m
n

Additional comments or additional resaons for visit 

5

6

5. Have you visited this local office before?
j Y
k
l
m
n

j N
k
l
m
n

2. Reasons

6. Are you here for the same reason as
your last visit?
j Y
k
l
m
n

j N
k
l
m
n

7. What was the reason for your last
visit?
j Info.
k
l
m
n

j Interview
k
l
m
n

j Other (please specify)
k
l
m
n

8. Describe the service or inquiry requested:

j Check case status
k
l
m
n
j Interview
k
l
m
n

j Citizenship or Naturalization Info.
k
l
m
n

j Oath appointment
k
l
m
n
j Work Permit (EAD)
k
l
m
n

j Green Card (Renew, Replace, I­90)
k
l
m
n

j RFE Question or Submittal
k
l
m
n

j ADIT Passport Stamp (I­551 extension)
k
l
m
n
j Other
k
l
m
n

j Travel documents/Re­entry Permit
k
l
m
n

j Preparing to file USCIS form
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

9. When was your last visit?

j 1 wk
k
l
m
n

j 1 mth
k
l
m
n

j 6 mths
k
l
m
n

j 1 yr
k
l
m
n

j 1 yr +
k
l
m
n

9a. Have you visited any other USCIS field office?
j Y
k
l
m
n

j N
k
l
m
n

9b. Which one and when?

3. Impression
Other 

10. What was your first impression of the office when you came in today?
j Positive
k
l
m
n

j Negative
k
l
m
n

j Neutral
k
l
m
n

Why? 

5
6

11. Did security explain properly where to check in/where to go?
Other Y  
j
k
l
m
n

j N
k
l
m
n

12. How satisfied were you with the security guards?
j Extremely satisfied
k
l
m
n
j Mostly satisfied
k
l
m
n

j Somewhat dissatisfied
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 Extremely dissatisfied
k
l
m
n

13. If dissatisfied, why?
j Rude
k
l
m
n

j Unable to answer questions
k
l
m
n

j Other (please specify)
k
l
m
n

14.
How satisfied are you with the waiting room (ex:
Other 
chairs, tables, televisions/monitors)?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
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 Mostly Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

j Inefficient
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

15. How satisfied are you with the cleanliness of the USCIS facility?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
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 Mostly Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

16. Do you have an InfoPass
appointment for today?
j Y
k
l
m
n

j N
k
l
m
n

17. Do you have an emergency need?
j Y
k
l
m
n

4. 

j N
k
l
m
n

18. Who made your InfoPass appointment?
j Self
k
l
m
n

j Family
k
l
m
n

j Other (please specify)
k
l
m
n

j Friend
k
l
m
n

j Attorney
k
l
m
n

j CBO
k
l
m
n

19. Did a minor or young adult make
the appointment?

j N
k
l
m
n

20. Did you pay anything for your
InfoPass appointment?
Other   
j Y
k
l
m
n

j N (Go to Q23)
k
l
m
n

21. If so, How much?

22. Whom/Where did you pay?
Other 

Other 

j Y
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

23. Where was the InfoPass appointment made?
j Home
k
l
m
n
j Work
k
l
m
n

j Home of a family or friend
k
l
m
n

j Attorney
k
l
m
n

j Library
k
l
m
n

j CBO
k
l
m
n

j Other (please specify)
k
l
m
n

j USCIS Kiosk
k
l
m
n

24. Why did you use a USCIS Kiosk?
j Don't have Internet access
k
l
m
n
j Other (please specify)
k
l
m
n

j Was at USCIS office for another matter
k
l
m
n

25. Do you have access to the Internet?
j Y
k
l
m
n

j N (Go to Q27)
k
l
m
n

26. Where is your primary point of access?
j N/A
k
l
m
n

j Library
k
l
m
n

j Home
k
l
m
n
j Work
k
l
m
n

j School
k
l
m
n

j Home family/ friend
k
l
m
n

j Other (please specify)
k
l
m
n

27. Have you used the USCIS Website?
j Y
k
l
m
n

j N
k
l
m
n

5. Website

28. When did you last use the website?

j 1 wk
k
l
m
n

j 1 mth
k
l
m
n

j 6 mths
k
l
m
n

j 1 yr
k
l
m
n

j 1 yr +
k
l
m
n

29. Overall, how satisfied are you with the USCIS website?
j Extremely Satisfied
k
l
m
n
j Mostly Satisfied
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 Mostly Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

30. Why are you dissatisfied with the USCIS website?
5
6  

31. What do you find effective in the website? What areas, if any, need improvement?

32. Have you called the USCIS 800­Line?
(please 

j Y
k
l
m
n

j N
k
l
m
n

6. 800­Line

33. When did you last call the 800­Line?

j 1 wk
k
l
m
n

j 1 mth
k
l
m
n

j 6 mths
k
l
m
n

j 1 yr
k
l
m
n

j 1 yr +
k
l
m
n

34. Is your appointment today for the
same reason that you called the 800­
Line?
j Y
k
l
m
n

j N
k
l
m
n

35. What was the primary reason for your call to the 800­Line?

j Check case status
k
l
m
n

j Field Office info.
k
l
m
n

j Travel docs/Re­entry Permit
k
l
m
n
j Appt Issue
k
l
m
n

j Change of address
k
l
m
n

j Check filing fee
k
l
m
n

j Citizenship or Natz
k
l
m
n
j TPS
k
l
m
n

j Order USCIS form
k
l
m
n

j Green Card (renew/replace)
k
l
m
n

j Preparing to file USCIS form
k
l
m
n

j Bringing someone to live in/visit the U.S.
k
l
m
n

j Work Permit
k
l
m
n

j Other
k
l
m
n

(Specify) 

36. How satisfied were you with the recorded information
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 Mixed (Neither)
k
l
m
n

j Mostly Dissatisfied
k
l
m
n

j Extremely Dissatisfied
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

37. What is the primary reason for your dissatisfaction?
5
6  

38. Was it your intention to reach live
assistance?
j Y
k
l
m
n

j N
k
l
m
n

39. Did you reach live assistance?
j Y
k
l
m
n

j N
k
l
m
n

40. Why did you not reach a representative? 

7. CSR

41. Overall, how satisfied were you with the CSR?
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

42. What is the primary reason for your dissatisfaction?
5
6  

43. After talking to a representative (CSR), were you transferred to
an Immigration Officer?
j Y
k
l
m
n

j N
k
l
m
n

44. Overall, how satisfied were you with the ISO?
j N/A
k
l
m
n

j Mixed (Neither)
k
l
m
n

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

45. What is the primary reason for your dissatisfaction?
5
6  

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

8. 
46. Did a representative on the 800­Line refer you to
the local office?
j Y
k
l
m
n

j N
k
l
m
n

47. Why did you need to visit this office after calling the 800­Line?
5
6  

48. What areas of the 800­Line did you find effective? What areas, if any, need
improvement?
5
6  

9. 

49. What is your country of origin?

50. What is your primary language?
j English
k
l
m
n

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

j French
k
l
m
n

j German
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 Haitian Creole
k
l
m
n

j Swahili
k
l
m
n

j Korean
k
l
m
n

j Other (please specify)
k
l
m
n

j Polish
k
l
m
n

j Urdu
k
l
m
n

j Persian/Farsi
k
l
m
n

j Russian
k
l
m
n

j Japanese
k
l
m
n

j Filipino/Tagalog
k
l
m
n

j Portuguese
k
l
m
n

j Vietnamese
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

51. What was your means of
transportation to this office?

j Car
k
l
m
n

j Public Transportation
k
l
m
n
j Taxi
k
l
m
n

j Walked
k
l
m
n

j Other (please specify)
k
l
m
n

52. How long did it take you to get to the office
today?
j 30 min
k
l
m
n

j 1 hr
k
l
m
n

j 2 hrs
k
l
m
n

j 2 hrs +
k
l
m
n

53. In which town or county do you currently reside?

54. Where did you find the directions to the office?
j Internet search
k
l
m
n
j GPS
k
l
m
n

j Friend/Family
k
l
m
n

j USCIS Website
k
l
m
n

j Already Familiar
k
l
m
n

j Other (please specify)
k
l
m
n

55. Was the office easy to find?
j Y
k
l
m
n

j N
k
l
m
n

56. Why not?

57. Are you familiar with the "How do I?" customer
guides, either in print or on the USCIS website?
j Y
k
l
m
n

j N
k
l
m
n

58. From what source?

59. If USCIS offered special immigration workshops, would you be interested in attending
them?
j Y
k
l
m
n

j N
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

10. Workshops
60. Which workshops would be of
interest to you?
c Natz/Citizenship
d
e
f
g

c Green Card process
d
e
f
g

c Bringing relatives to the US
d
e
f
g
c Other (please specify)
d
e
f
g

61. What are the best times to hold these workshops?

c Business hours
d
e
f
g

c Afternoons/evenings
d
e
f
g
c Weekend hours
d
e
f
g

c Other (please specify)
d
e
f
g

62. Where should USCIS conduct these workshops?
c Schools
d
e
f
g

c Other (please specify)
d
e
f
g

c Libraries
d
e
f
g

c CBO Offices
d
e
f
g

c USCIS Offices
d
e
f
g

11. Exit Survey Questions

63. At which window or counter number did your appointment take place?

64. Did the Officer you meet with today answer your questions?
j Y
k
l
m
n

j N
k
l
m
n

j Mixed
k
l
m
n

65. If no or uncertain, why not?

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

66. On a scale of 1 to 7, how would you rate the
following statements about the Officer?
(Strongly Agree 7, Mostly Agree 6, Somewhat Agree
5, Mixed 4, Somewhat Disagree 3, Mostly Disagree 2,
Strongly Disagree 1)
7

6

5

4

3

2

1

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

Was polite

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

Gave you all the information you needed

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

Was knowledgeable about your issues

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

Was able to fully answer your questions

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

Was efficient

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

Was patient

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

Was fully able to understand your 

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

Gave you accurate answers to your 
questions

questions

67. How would you rate your overall satisfaction with your entire
experience at this USCIS office?
j Extremely satisfied
k
l
m
n
j Mostly satisfied
k
l
m
n

j Somewhat satisfied
k
l
m
n
j Mixed
k
l
m
n

j Somewhat dissatisfied
k
l
m
n
j Mostly dissatisfied
k
l
m
n

j Extremely dissatisfied
k
l
m
n

68. What is the primary reason for your satisfaction?
j N/A
k
l
m
n

j Received all the information needed
k
l
m
n

j Received accurate answers to questions
k
l
m
n
j The Immigration Officer was polite
k
l
m
n
j Received some of the info needed
k
l
m
n
j Received good service
k
l
m
n

j Service was quick and easy
k
l
m
n
j Other (please specify)
k
l
m
n

j (please specify) or additional comments:
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

69. What is the primary reason for your dissatisfaction?
j N/A
k
l
m
n

j Had too wait too long
k
l
m
n

j Did not receive the information needed
k
l
m
n
j Did not receive good service
k
l
m
n

j Received conflicting information
k
l
m
n
j Other (please specify)
k
l
m
n

(please specify) and additional comments 

70. Was the answer you received today satisfactory or unsatisfactory?
j Sat
k
l
m
n

j Unsat
k
l
m
n

j Mixed
k
l
m
n

71. Why was the answer satisfactory or unsatisfactory?

72. Did this office visit today resolve your question or issue?
j Y
k
l
m
n

j N
k
l
m
n

j Mixed
k
l
m
n

73. Why was your question or issue not resolved today?

74. Did you receive follow­up directions from the Officer?
j Y
k
l
m
n

12. 

j N
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

75. What are the next steps or follow­up directions that you must complete?
j Speak to a Supervisor or USCIS Officer
k
l
m
n
j Wait for follow­up call/mail
k
l
m
n

j Wait for letter or document in mail
k
l
m
n
j Fingerprints (Biometrics)
k
l
m
n

j Submit additional documents
k
l
m
n

j Interview
k
l
m
n

j Go to another USCIS office
k
l
m
n

j Go to another government agency
k
l
m
n
j Other (specify)
k
l
m
n
j None
k
l
m
n

j Submit completed forms
k
l
m
n

j Submit photos
k
l
m
n

Other (please specify) or additional steps 

76. How long did you wait beyond your scheduled appointment time before you first
spoke with the Immigration Officer today?
j Before appt. time
k
l
m
n
j At appt. time
k
l
m
n
j Within 5 min
k
l
m
n

j Within 30 min
k
l
m
n

j Within 1 hour
k
l
m
n

j Within 15 min
k
l
m
n

j More than 1 hr
k
l
m
n

j No appt.
k
l
m
n

77. What kind of information would you like to see displayed in the office? For example,
signs, posters, USCIS forms, or information pamphlets? What would be helpful? What
additional amenities would you like to see at this local office?
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6  

78. What suggestions, if any, do you have for improving service at this office?
5
6  

79. Have you ever received inconsistent or conflicting information from USCIS services?
j Y
k
l
m
n

j N
k
l
m
n

USCIS Local Office In-Person Customer Satisfaction Survey OMB Control No. 1615-0121 Expires 12/31/2014

80. If so, please explain. SPECIFY THE CONFLICTING SOURCES AND INFORMATION.
5
6  

Additional Comments and/or customer suggestions or quotes:
5
6