Download:
pdf |
pdfUSCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
Did you call the USCIS 800Line about an application or case that has already been filed
with USCIS?
j Yes
k
l
m
n
j No
k
l
m
n
j Uncertain or no response
k
l
m
n
Which type of case or application did you call about?
j N400, Application for Naturalization
k
l
m
n
j N600, Application for Certificate of Citizenship
k
l
m
n
j I485, Application to Register Permanent Residence or Adjust Status
k
l
m
n
j I90, Application to Replace Permanent Resident Card
k
l
m
n
j I751, Petition to Remove Conditions of Residence
k
l
m
n
j I130, Petition for Alien Relative
k
l
m
n
j I129f, Petition for Alien Fiance
k
l
m
n
j I131, Petition for Travel Documents (includes ReEntry Permit or Advance Parole)
k
l
m
n
j I765, Application for Employment Authorization Document (Work Permit)
k
l
m
n
j I821, Application for Temporary Protected Status
k
l
m
n
j Other (please specify)
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
1. 1a. I am going to read you a list of common reasons why people call the USCIS 800
Other
Line. Please stop me when you hear the main reason for your most reason call.
j CHECK THE STATUS of an application or case
k
l
m
n
j Change of ADDRESS
k
l
m
n
j REQUEST FOR EVIDENCE (RFE)
k
l
m
n
j APPOINTMENT related issue
k
l
m
n
j OATH Ceremony
k
l
m
n
j USCIS LOCAL OFFICE Information or Application Support Center (ASC Biometrics Office)
k
l
m
n
j Correct ERROR on a document received
k
l
m
n
j Report FRAUD or security issue
k
l
m
n
j Other
k
l
m
n
(please specify)
Other
REASON WHY CUSTOMER CALLED NO CASE OR APPLICATION FILED
1. 1b. I am going to read you a list of common reasons why people call the uscis 800line.
Please stop me when you hear the main reason for your most recent call.
j ORDER A FORM
k
l
m
n
j FEE Information Check the FEE for filing an application
k
l
m
n
j QUESTIONS ABOUT A FORM that you are getting ready to file
k
l
m
n
j Change of ADDRESS
k
l
m
n
j APPOINTMENT related issue
k
l
m
n
j OATH Ceremony
k
l
m
n
j USCIS LOCAL OFFICE Information or Application Support Center (ASC Biometrics Office)
k
l
m
n
j U.S. CITIZENSHIP or Naturalization (information)
k
l
m
n
j GREEN CARD (information, renew, replace, extend)
k
l
m
n
Other
j BRINGING SOMEONE to live in or visit the U.S. (Information)
k
l
m
n
j WORK PERMIT (Information)
k
l
m
n
j TRAVEL DOCUMENTS/Reentry Permit (Information)
k
l
m
n
j Temporary Protective Status (TPS information)
k
l
m
n
j Report FRAUD or security issue
k
l
m
n
j Other
k
l
m
n
(please specify)
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
SPECIFIC CASE OR APPLICATION INFORMATION
1a. What specific information were you trying to find about your application or case
status? (i.e., case status, why case is pending, why case is beyond its expected
processing
time?)
Other
5
6
1b. Which USCIS form(s) are you referring to? (Can select more than one answer.)
j N400, Application for Naturalization
k
l
m
n
j N600, Application for Certificate of Citizenship
k
l
m
n
j I485, Application to Register Permanent Residence or Adjust Status
k
l
m
n
j I90, Application to Replace Permanent Resident Card
k
l
m
n
j I751, Petition to Remove Conditions of Residence
k
l
m
n
j I130, Petition for Alien Relative
k
l
m
n
j I129f, Petition for Alien Fiance
k
l
m
n
Other
j I131, Petition for Travel Documents (includes ReEntry Permit or Advance Parole)
k
l
m
n
j I765, Application for Employment Authorization Document (Work Permit)
k
l
m
n
j I821, Application for Temporary Protected Status
k
l
m
n
j Other
k
l
m
n
(please specify)
CITIZENSHIP APPLICATION QUESTIONS
1c. Are you in the process of applying for U.S. citizenship, have you recently applied, or do
you intend to apply in the near future?
j Yes
k
l
m
n
j No
k
l
m
n
j Don't know
k
l
m
n
j Refuse to answer
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
1d. Which of the following statements best describes your level of understanding of the
naturalization process and its requirements?
j I fully understand the process and its requirements
k
l
m
n
j I have some understanding of the process and its requirements
k
l
m
n
j I do not understand the process and its requirements
k
l
m
n
j Don't know
k
l
m
n
j Refuse to answer
k
l
m
n
1e. Are you currently using, or have you used in the past, any USCIS civics and citizenship
Other
study materials to prepare for the naturalization process and test?
j Yes
k
l
m
n
j No
k
l
m
n
j Don't know
k
l
m
n
j Refuse to answer
k
l
m
n
1f. Which study materials have you used?
c Learn About the United States: Quick Civics Lessons with CD (Booklet received at biometrics appointment)
d
e
f
g
c Civics Flash Cards
d
e
f
g
c English Vocabulary Flash Cards
d
e
f
g
c Online Naturalization Self Test
d
e
f
g
c Online Civics Questions and Answers in Audio MP3 Format
d
e
f
g
c A Guide to Naturalization (not available in print, only online)
d
e
f
g
c Don't know or don't remember
d
e
f
g
c Other (please specify)
d
e
f
g
3. When you last called the 800Line, who were you calling for?
j Yourself
k
l
m
n
j Someone else
k
l
m
n
j Your family member
k
l
m
n
j Your client
k
l
m
n
j Refused
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
(If calling for someone else)
3a. What was the primary reason they did not call the 800Line?
j The person is not in the U.S. so could not call directly
k
l
m
n
j It was inconvenient or impossible for the person to place the call
k
l
m
n
j The person is not fluent in English or Spanish
k
l
m
n
j The person is a minor
k
l
m
n
j Don’t know
k
l
m
n
Other
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
5. How many times in the past 2 months have you called USCIS (including those times that
you did not get through to a representative)?
j One
k
l
m
n
j Two
k
l
m
n
j Three
k
l
m
n
j Four
k
l
m
n
j 510
k
l
m
n
j 1120
k
l
m
n
j 2150
k
l
m
n
j Over 50
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
5a. What was the primary reason you called more than once?
j You did not receive the information you needed
k
l
m
n
j To check case status
k
l
m
n
Other
j To verify information
k
l
m
n
j You did not reach a live representative
k
l
m
n
j To ask for additional information
k
l
m
n
j Could not enter receipt number
k
l
m
n
j Technical issues with the 800Line
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
5b. If you did not reach a representative, why not?
j Waited too long on hold
k
l
m
n
j System would not allow me to reach live assistance
k
l
m
n
j Don't know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
6. Before your last call to USCIS, what other way(s) did you try to get this information?
INTERVIEWER: DO NOT READ THESE CATEGORIES ALOUD, CHECK ALL THAT APPLY
c The USCIS Website
d
e
f
g
c A local USCIS office
d
e
f
g
c A community based organization
d
e
f
g
c An attorney
d
e
f
g
c Did not use another method
d
e
f
g
c Don’t know
d
e
f
g
c Refused
d
e
f
g
c Other
d
e
f
g
(please specify)
Other
7. Please tell me how satisfied you were 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 Extremely dissatisfied
k
l
m
n
j Somewhat satisfied
k
l
m
n
j Don’t know
k
l
m
n
j Mixed neither satisfied nor dissatisfied
k
l
m
n
j Somewhat dissatisfied
k
l
m
n
j Refused
k
l
m
n
7a. If satisfied, what is the primary reason for your overall satisfaction with your USCIS
website experience?
j Received all the information I needed
k
l
m
n
j Received some of the information I needed
k
l
m
n
j It was easy to use
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
7b. If dissatisfied, what is the primary reason for your overall dissatisfaction with your
USCIS website experience?
j Did not receive the information I needed
k
l
m
n
j Website was difficult to use
k
l
m
n
j Website was not specific enough
k
l
m
n
j Website was not updated
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
7c. What information did you need that the website did not provide?
8. What is the primary reason you did not visit the USCIS website?
j You did not have access to a computer or the internet
k
l
m
n
j You chose not to access the website
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
9. Which of the following methods do you most often use to get USCIS information?
j 800Line
k
l
m
n
j USCIS website
k
l
m
n
j Local office
k
l
m
n
j Attorney
k
l
m
n
j Community based organization
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
9a. Why is this the method you most often use to get USCIS information?
j Wanted to speak to a live person
k
l
m
n
j Did not want to wait at the local office
k
l
m
n
j It is easier to use
k
l
m
n
j Hours of operation
k
l
m
n
j Only method available to me
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
Section III IVR Satisfaction
10. Please rate the statement using the following scale (Strongly Agree 7, Mostly Agree 6,
Somewhat Agree 5, Mixed 4, Somewhat Disagree 3, Mostly Disagree 2, Strongly Disagree
1).
10a. The 800Line call menu was easy to use.
j Strongly Agree
k
l
m
n
j Mostly Agree
k
l
m
n
j Somewhat Disagree
k
l
m
n
j Somewhat Agree
k
l
m
n
j Mostly Disagree
k
l
m
n
j Mixed neither agree nor disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
10 a(1). Why was the 800Line call menu not easy to use?
c There are too many options in each section of the menu
d
e
f
g
c The menu options are too technical to understand
d
e
f
g
c There is no option to answer my question
d
e
f
g
c There is no option to reach a representative
d
e
f
g
c Unable to enter a receipt number
d
e
f
g
c Other (please specify)
d
e
f
g
c The options are too difficult to understand
d
e
f
g
c The menu is too difficult to follow
d
e
f
g
10. Please rate each statement using the following scale (Strongly Agree 7, Mostly Agree 6,
Somewhat Agree 5, Mixed 4, Somewhat Disagree 3, Mostly Disagree 2, Strongly Disagree
1).
10b. The recorded
Somewhat
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
Disagree
Mostly Disagree
Strongly
Mostly Agree
Agree
Mixed
Somewhat
Strongly Agree
Disagree
information was easy to
understand.
10c. The length of the
recorded information was just
right.
10d. The speed of the
recorded information was just
right.
10e. The quality of the
recording was clear.
10f. The recording gave me
all the information that I
needed.
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
11. Overall, how satisfied were you with your most recent experience using the recorded
information system?
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 Extremely dissatisfied
k
l
m
n
j Don’t know
k
l
m
n
j Mixed neither satisfied nor dissatisfied
k
l
m
n
j Somewhat dissatisfied
k
l
m
n
j Refused
k
l
m
n
11a. What is the primary reason for your satisfaction with the recorded information
system?
j Received all of the information I needed
k
l
m
n
j Received some of the information I needed
k
l
m
n
j Quick and easy to use
k
l
m
n
j Reached a representative
k
l
m
n
j Don't know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
11b. What is the primary reason for your dissatisfaction with the recorded information
system?
j Received some of the information I needed
k
l
m
n
j Did not receive the information I needed
k
l
m
n
j Had to wait too long on hold
k
l
m
n
j Unable to reach a representative
k
l
m
n
j The recording was difficult to follow
k
l
m
n
j The recording was not clear
k
l
m
n
j The recording was not specific enough to answer your question
k
l
m
n
j The recording did not provide an option for my question
k
l
m
n
j Unable to enter receipt number
k
l
m
n
j Don't know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
12. What specific information did you need that the recording did not provide?
j Received all the information I needed
k
l
m
n
j Case status
k
l
m
n
j Order form
k
l
m
n
j Application information
k
l
m
n
j Citizenship/naturalization
k
l
m
n
j Appointment/interview information
k
l
m
n
j USCIS local office information
k
l
m
n
j Green Card
k
l
m
n
j Travel documents/Reentry permit
k
l
m
n
j Length of process
k
l
m
n
j Work permit
k
l
m
n
j Don't Know
k
l
m
n
j Refused
k
l
m
n
j Other
k
l
m
n
(please specify)
USCIS NCSC 800-Line Customer Satisfaction Survey
Section IV Transfer and Abandonment
OMB Control No. 1615-0121 Expires 12/31/2014
13. To confirm your earlier response, how many different representatives did you speak
with?
j Zero
k
l
m
n
j One
k
l
m
n
j Two
k
l
m
n
14. Why did you choose to speak to a representative?
j The recording did not provide an option to answer
k
l
m
n
j The recording was not specific enough to answer your question
k
l
m
n
j The recording was not clear
k
l
m
n
j You wanted to speak with a live person
k
l
m
n
j Don't Know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
Section V CSR Satisfaction
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
Other
15. I am going to read several statements about the customer service representative; this
is the first person you spoke with, NOT the Immigration Services Officer. Please rate each
statement using the following scale (Strongly Agree 7, Mostly Agree 6, Somewhat Agree 5,
Mixed 4, Somewhat Disagree 3, Mostly Disagree 2, Strongly Disagree 1) The
representative...
Somewhat
Somewhat
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
15c. 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
15d. did not rush me.
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
15e. answered my 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
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
15h. was knowledgeable.
Other
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
15i. appeared to be listening
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
15j. did not interrupt me.
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
15k. did not raise his/her
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
15a. gave me accurate
Agree
Mixed
Disagree
Mostly Disagree
Strongly
Strongly Agree
Disagree
answers to my questions.
15b. seemed to fully
understand my questions.
promptly.
15g. answered my questions
very clearly.
to what I was saying.
voice/remained calm.
15l. did not get frustrated.
Again, referring to the representative that you spoke to and using the same scale. Please
rate the following statment.
15f. The representative gave me all of the information I needed.
j Strongly Agree
k
l
m
n
j Mostly Agree
k
l
m
n
j Somewhat Agree
k
l
m
n
j Mixed
k
l
m
n
j Somewhat Disagree
k
l
m
n
j Mostly Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
Other
15n.
You indicated that you did not receive all of the information that you needed from the
representative. What particular information were you looking for that you did not receive?
j Information on processing time of my case
k
l
m
n
j Reason why my case is pending
k
l
m
n
j Reason why my case is outside of expected processing times
k
l
m
n
j Next steps to continue with my case
k
l
m
n
j Specific details about my case (Specify details)
k
l
m
n
j Local office information (Specify details)
k
l
m
n
j Information about a letter or document sent by USCIS
k
l
m
n
j Confirmation of application or document received by USCIS
k
l
m
n
j Information on how to complete and/or submit an application
k
l
m
n
j Clarification on conflicting information received (Specify details)
k
l
m
n
j Information on Request for Evidence (RFE) or evidence required for application
k
l
m
n
j Appointment Information
k
l
m
n
j Received information that was not relevant to my case
k
l
m
n
j Other
k
l
m
n
(Please specify)
5
6
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
16. Overall, how satisfied were you with this customer service representative?
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 Extremely dissatisfied
k
l
m
n
j Mixed neither satisfied nor dissatisfied
k
l
m
n
Was a service request generated on your case? (USCIS would have not been able to
answer your question and would have asked for your name, address, phone number, and
email address, as well as, provided you with a receipt/ confirmation number.)
j Yes
k
l
m
n
j No
k
l
m
n
j Don't know
k
l
m
n
Have you received a response?
j Yes
k
l
m
n
j No
k
l
m
n
Other
If you did receive a response, how satisfied are you with the response?
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
If you are dissatisfied with your response, why are you?
16a. After speaking with a Customer Service Representative, were you then transferred to
another representative known as an Immigration Services Officer?
j Yes
k
l
m
n
Section VI IIO Satisfaction
j No
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
17. I am going to read several statements about your experience speaking with the
Immigration Services Officer. Please rate each statement using the following scale
(Strongly Agree 7, Mostly Agree 6, Somewhat Agree 5, Mixed 4, Somewhat Disagree 3,
Mostly Disagree 2, Strongly Disagree 1). The Officer...
Other
Somewhat
Somewhat
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
17c. 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
17d. did not rush me.
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
17e. answered my 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
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
17h. was knowledgeable.
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
17i. appeared to be listening
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
17j. did not interrupt me.
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
17k. did not raise his/her
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
17a. gave me accurate
Agree
Mixed
Disagree
Mostly Disagree
Strongly
Strongly Agree
Disagree
answers to my questions.
17b. seemed to fully
understand my questions.
promptly.
17g. answered my questions
very clearly.
to what I was saying.
voice/remained calm
17l. did not get frustrated.
Again, referring to the Officer that you spoke to and using the same scale. Please rate the
following statment.
17f. The Officer gave me all of the information I needed.
j Strongly Agree
k
l
m
n
j Mostly Agree
k
l
m
n
j Somewhat Agree
k
l
m
n
j Mixed
k
l
m
n
j Somewhat Disagree
k
l
m
n
j Mostly Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
17n. You indicated that you did not receive all of the information that you needed from the
Officer. What particular information were you looking for that you did not receive?
j Information on processing time of my case
k
l
m
n
j Reason why my case is pending
k
l
m
n
j Reason why my case is outside of expected processing times
k
l
m
n
j Next steps to continue with my case
k
l
m
n
j Specific details about my case (Specify details)
k
l
m
n
j Local office information (Specify details)
k
l
m
n
j Information about a letter or document sent by USCIS
k
l
m
n
j Confirmation of application or document received by USCIS
k
l
m
n
j Information on how to complete and/or submit an application
k
l
m
n
j Clarification on conflicting information received (Specify details)
k
l
m
n
j Information on Request for Evidence (RFE) or evidence required for application
k
l
m
n
j Appointment Information
k
l
m
n
j Received information that was not relevant to my case
k
l
m
n
j Other
k
l
m
n
(Please specify)
5
6
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
18. Overall, how satisfied were you with this Immigration Services Officer?
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 Extremely dissatisfied
k
l
m
n
j Mixed neither satisfied nor dissatisfied
k
l
m
n
Section VII Reasons for Overall Satisfaction
19. How satisfied were you with your entire experience the last time you called the 800
Line. This includes the recording and any USCIS representatives.
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 Extremely dissatisfied
k
l
m
n
j Don’t know
k
l
m
n
j Mixed neither satisfied nor dissatisfied
k
l
m
n
j Somewhat dissatisfied
k
l
m
n
j Refused
k
l
m
n
19a. If satisfied, what is the primary reason for your overall satisfaction with your 800Line
experience?
j Received all of the information I needed from the 800Line
k
l
m
n
j Received some of the information I needed from the 800Line
k
l
m
n
j Received good service
k
l
m
n
j It was quick and easy to use
k
l
m
n
j The representative was polite
k
l
m
n
j Don’t know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
19b. What is the primary reason that you were mixed about your 800Line experience?
j I am unsure if the information I received is what I needed
k
l
m
n
j The representative was not helpful
k
l
m
n
j I did not receive the Information I needed
k
l
m
n
j I had to wait too long on hold
k
l
m
n
j Unable to reach a representative
k
l
m
n
j I received some of the information I needed
k
l
m
n
j Don't know
k
l
m
n
j Refused
k
l
m
n
j Other (please specify)
k
l
m
n
19c. If dissatisfied, what is the primary reason for your overall dissatisfaction with your
800Line experience?
j I had to wait too long on hold
k
l
m
n
j The agent was not able to help me/could not get the information I needed
k
l
m
n
j I received inconsistent information from different people on the 800Line
k
l
m
n
j The recording was difficult to follow
k
l
m
n
j Refused
k
l
m
n
j I was unable to enter a receipt number
k
l
m
n
j Don't know
k
l
m
n
j The recording did not provide enough information
k
l
m
n
j I never reached a representative
k
l
m
n
j Other (please specify)
k
l
m
n
WHY CALL ENDED IN IVR
To determine why call ended in the IVR.
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
Your call to the USCIS 800Line ended in the prerecorded (IVR) system. When you called,
was it your intention only to receive information from the prerecorded system? [Allow
respondents to answer before reading the answer options.]
j Yes, I only wanted to receive information from the prerecorded system.
k
l
m
n
j No, in addition to the prerecorded information, I also wanted to speak to a representative.
k
l
m
n
j No, I wanted to speak to a representative.
k
l
m
n
j Other (Specify)
k
l
m
n
Specify Other or additional comments
WHY UNABLE TO REACH REPRESENTATIVE
Determine why customer was unable to reach a representative.
Why were you unable to reach a representative?
[Surveyor: Allow respondent to answer before reading the answer choices.] [Specify
which section of the menu, if the customer can identify it, i.e., at the beginning, after
several sections, et cetera.]
c There was no option in the menu to reach a representative.
d
e
f
g
c The wait time for a representative was too long, and I discontinued my call.
d
e
f
g
c I called at a time or on day when representatives are not available (weekdays after 8PM, or Saturday or Sunday).
d
e
f
g
c The menu was too difficult to follow.
d
e
f
g
c There was no option in the menu to answer my question.
d
e
f
g
c The options were too difficult to understand.
d
e
f
g
c There were too many options in each section of the menu.
d
e
f
g
c Other (Specify)
d
e
f
g
Specify Other or additional comments
Customer Information and Closeout Survey
20. Have you ever written a letter or an email about USCIS?
j Yes
k
l
m
n
j No
k
l
m
n
Internet Usage Modification March 2011
There are some followup questions about Internet usage:
j Don’t know
k
l
m
n
j Refused
k
l
m
n
USCIS NCSC 800-Line Customer Satisfaction Survey
OMB Control No. 1615-0121 Expires 12/31/2014
20a. Do you have access to the Internet?
j Yes
k
l
m
n
j No
k
l
m
n
Internet Usage
20b. Where is your primary point of access?
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
Internet at home
20c. Do you have access to the Internet at home?
j Yes
k
l
m
n
j No
k
l
m
n
Computer at home
20d. Do you have a computer at home?
j Yes
k
l
m
n
j No
k
l
m
n
The following question is optional
What is your primary language?
j Amharic
k
l
m
n
j Albanian
k
l
m
n
j Arabic
k
l
m
n
j German
k
l
m
n
j Hindi
k
l
m
n
j Chinese/Cantonese
k
l
m
n
j French
k
l
m
n
j Polish
k
l
m
n
j English
k
l
m
n
j Spanish
k
l
m
n
j Refused
k
l
m
n
j Russian
k
l
m
n
j Other (please specify)
k
l
m
n
j Don’t know
k
l
m
n
j Portuguese
k
l
m
n
j Vietnamese
k
l
m
n
j Persian/Farsi
k
l
m
n
j Filipino/Tagalog
k
l
m
n
j Urdu
k
l
m
n
j Japanese
k
l
m
n
j Chinese/Mandarin
k
l
m
n
j Creole (Haitian)
k
l
m
n
j Swahili
k
l
m
n
| File Type | application/pdf |
| File Modified | 2012-02-13 |
| File Created | 2012-02-10 |