Form 534 2013 E-Verification Customer Satisfaction Survey

E-Verify Customer Survey 2013

Final Version

Introduction

The U.S. Citizenship and Immigration Services (USCIS) would like to have feedback from employers who have enrolled in E-Verify—the Internet-based system that allows employers to electronically verify the employment eligibility of newly-hired employees, and in certain instances, existing employees.

Please take a few moments to respond to our survey.

In order to assure anonymity, the survey is being administered by a third-party customer satisfaction research organization, CFI Group. Moreover, all information you provide will be combined with that of others for research and reporting purposes only. Individual responses will not be released.

This survey has been approved by the Office of Management and Budget Control and is authorized under number 1090-0007, which expires March 31, 2015.

Awareness / Registration

QA. USCIS records indicate that your company is currently enrolled in E-Verify. Is that correct?

1. Yes (CONTINUE)

2. No Thank You. We will re-check our records. (TERMINATE)

QB. We would like the person who responds to this survey to be someone who is knowledgeable about why your company signed up for E-Verify and your company’s use of E-Verify. Your name was provided as someone who would be appropriate to respond. Is that correct?

1. Yes (SKIP TO Q1.)

2. No (CONTINUE)

QC. We would appreciate it if you would either:

(1) Forward the e-mail link for the survey to the person at your company who could best answer our questions about your company’s use of E-Verify. [Please forward to just one person.]

OR

(2) Provide us the name and e-mail address for that person.

NAME: ____________________________________________________
E-MAIL ADDRESS: ________________________________________

Thank you very much, we appreciate your assistance. (TERMINATE)

Q1. How did you first learn about E-Verify? (Select only one.)

1. E-Verify materials or presentation

2. E-Verify Web site

3. US Citizenship and Immigration Services (USCIS) or Social Security Administration (SSA) materials or presentation

4. USCIS or SSA Website

5. My Company / Human Resources (HR) / Corporate Office

6. Colleague / Employee

7. Local, State or Federal Government

8. Print advertisement

9. Online advertisement

10. Radio advertisement

11. Billboard advertisement

12. Media coverage (other than advertisements)

13. Information from a client

14. Information from a professional organization

15. U.S. Immigration and Customs Enforcement (ICE) audit or visit

16. Other (Please Specify: _______________ )

Q2. When did you learn about E-Verify?

1. Within the last six months

2. Within the last six to 12 months

3. One or two years ago

4. More than two years ago

5. Don’t remember

Q3. Why did your company sign up for E-Verify? (Select all that apply.)

1. Parent company required participation

2. Required to by state or local government / state or local contractor [ASK Q3a.]

3. Required to by federal government / federal contractor [ASK Q3a.]

4. To satisfy a client’s request

5. Believed using E-Verify would help us to avoid a U.S. Immigration and Customs Enforcement (ICE) audit, raid, or fine

6. To improve ability to verify work authorization

7. Believed it would make us more competitive with others in our industry

8. Other (Please Specify: _______________ )

[IF “1”,“2” OR “3” IS CHECKED IN Q3. ASK Q4.]

Q4. If your company was no longer required to use E-Verify, how likely is it that you would continue to use it anyway?

1. Very likely (SKIP TO Q7.)

2. Somewhat likely (SKIP TO Q7.)

3. Not Too Likely (CONTINUE)

4. Not At All Likely (CONTINUE)

Q5. Why do you say that? {OPEN-END}

[IF “1”,“2” OR “3” IS CHECKED IN Q3. ASK Q6.]

Q6. If your company participates in E-Verify because it is required to do so, how did you learn about that requirement? (Select only one.)

1. E-Verify materials or presentation

2. E-Verify Web site

3. US Citizenship and Immigration Services (USCIS) or Social Security Administration (SSA) materials or presentation

4. USCIS or SSA Website

5. My Company / Human Resources (HR) / Corporate Office

6. Colleague / Employee

7. Local, State or Federal Government

8. Print advertisement

9. Online advertisement

10. Radio advertisement

11. Billboard advertisement

12. Media coverage (other than advertisements)

13. Information from a client

14. Information from a professional organization

15. U.S. Immigration and Customs Enforcement (ICE) audit or visit

16. Other (Please Specify: _______________ )

Q7. When did your organization enroll with E-Verify?

1. Within the last six months

2. Within the last six to 12 months

3. One or two years ago (SKIP TO USE Q32.)

4. More than two years ago (SKIP TO USE Q32.)

Q8. Did you enroll your organization with E-Verify?

1. Yes, I personally enrolled our organization (CONTINUE)

2. No, someone else in our organization enrolled us with E-Verify (SKIP TO TUTORIAL Q15.)

3. Don’t Know (SKIP TO TUTORIAL Q15.)

Next, think about the process when you enrolled your organization for E-Verify.
Please rate the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”

Q9. Clarity of instructions on how to enroll

Q10. Memorandum of understanding making the employer’s responsibilities and next steps clear

Q11. Ease of submitting registration information

Q12. Speed of receiving User Name, Password and E-Verify Web Address

Q13. Ease of registration process overall (including the required testing)

(IF Q13. IS RATED LOWER THAN “6” ASK Q14.)

Q14. What is your reason for rating ease of registration process overall lower than “6”? (OPEN END)

Tutorial

Q15. Did you complete the training and online tutorial that is part of the E-Verify sign up process?

1. Yes (CONTINUE)

2. No (SKIP TO USE Q32.)

Now, think about the training and online tutorial that is part of the sign up process.
Please rate the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”
[ROTATE Q16 THRU Q19; Q20 MUST BE LAST.]

Q16. Ease of taking online training in terms of understanding content

Q17. Ease of completing online training in terms of time required

Q18. Ease of accessing online resources

Q19. Usefulness of online resources

Q20. Ease of training process overall

Q21. Please rate the usefulness of the following resources in helping you understand E-Verify processes and policies. Use a scale from “1” to “10”, where “1” is “not very useful” and “10” is “very useful.” If you did not use a particular resource, please select “Not applicable.”

1. Manuals

2. Tutorials

3. Refresher Tutorials

4. E-Verify public website

5. Q&As

6. E-Verify news articles

7. Helper Text

8. Quick Reference Guides

9. E-Verify call center

10. Other E-Verify users

Q22. What could E-Verify do to make these resources more useful in helping you understand E-Verify processes and policies? Open End

(IF Q20. IS RATED LOWER THAN “6” ASK Q23.)

Q23. What is your reason for rating ease of training lower than “6”? (OPEN END)

Q24. Have you used the User Manual?

1. Yes (CONTINUE TO Q25)

2. No (SKIP TO Q29)

Please rate the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”

Q25. Helpfulness of information in User Manual

Q26. Did you use the table of contents to find information about a topic?

1. Yes

2. No

3. Don’t remember

Q27. What feature of the user manual was most helpful? (open end)

Q28. What feature of the user manual was least helpful? (open end)

Q29. Is the training provided useful in helping employers pass the required test?

1. Yes

2. No (IF NO, ASK 30)

3. Don’t Know

Q30. Why was the training and online tutorial not helpful in passing the test? (OPEN END)

Q31. Do the tutorial and required test adequately prepare employers to use E-Verify effectively?

1. Yes

2. No

3. Don’t Know

Use

Q32. Have you used E-Verify in the past six (6) months?

1. Yes (SKIP TO Q37.)

2. No (CONTINUE)

3. Don’t Know (CONTINUE)

Q33. Have you ever used E-Verify?

1. Yes (CONTINUE)

2. No (SKIP TO Q36.)

3. DK (SKIP TO Q36.)

Q34. About how long has it been since you last used E-Verify?

1. Seven to 12 months

2. One to two years

3. More than two years

Q35. Why haven’t you used E-Verify within the past six months?
[CHECK ALL THAT APPLY]

1. Have not hired any new employees in past six months

2. No longer want to participate in E-Verify

3. It was too hard / difficult to use the E-Verify system

4. No longer see any value to using E-Verify

5. Using E-Verify required us to let go of some existing employees

6. Using E-Verify made us less competitive in the market-place

7. No one on our current staff has completed the E-Verify tutorial

8. Other (Please Specify: _______________ )

[ALL IN Q35. SKIP TO Q37.]

Q36. Why have you never used E-Verify?
[CHECK ALL THAT APPLY]

1. Have not hired any new employees since enrolling in E-Verify

2. Do not want to participate in E-Verify

3. It seems too hard / difficult to use the E-Verify system

4. Do not see any value to using E-Verify

5. Using E-Verify may require us to let go of some existing employees

6. Using E-Verify will make us less competitive in the market-place

7. No one ever completed the E-Verify tutorial

8. Other (Please Specify: _______________ )

[ALL IN Q36. SKIP TO D1]

Q37. Which best describes your organization as a user of E-Verify?

1. General User -- users of E-Verify that are NOT employment services providers, E-Verify Employer Agents (formerly Designated Agents), or the user of an E-Verify Employer Agent.

2. 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.

3. E-Verify Employer Agent (formerly Designated Agent) -- users of E-Verify that enrolled for E-Verify as an E-Verify Employer (or Designated) Agent, that is, as a company that provides E-Verify services to other employers for a fee.

Q38. Which best describes how frequently you use E-Verify?

1. Once a week or more

2. Two or three times a month

3. About once a month

4. Once every few months

5. Once or twice a year

6. Less than once a year

Using E-Verify

Q39. How do you usually generate an E-Verify case?

1. Website – use the E-Verify Website to generate a case (IF WEBSITE ASK Q40)

2. Web services – use a Web services application that was custom-built by someone other than the federal government

3. Use both Website and Web service

Q40. Would you find the addition of an electronic I-9 useful? (ONLY ASK IF Q39=1WEBSITE)

1. Yes

2. No

3. Don’t know

Q41. Do you use the pre-TNC check page to correct any typos before you submit a case?

1. Yes

2. No

3. Don’t know

Now, think about using E-Verify system.
Please rate the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”
[ROTATE “Q42” THRU “Q45”.]

Q42. Ease of navigating the E-Verify site

Q43. Ease of submitting I-9 information on E-Verify

Q44. Speed of receiving an initial response from E-Verify

Q45. Clarity of next steps as described in the response

Q46. Do you have any suggestions to make the case creation process easier? (OPEN END)

Q47. Have you received a Tentative Nonconfirmation (TNC) in any of the cases you have submitted to E-Verify in the past 6 months?

1. Yes (CONTINUE)

2. No (SKIP TO PHOTO MATCHING Q55.)

3. Don’t know (SKIP TO PHOTO MATCHING Q55.)

Q48. Approximately how many Tentative Nonconfirmations (TNCs) have you received in the past 6 months?

1. 1

2. 2 - 5

3. 6 - 9

4. 10 - 24

5. 25 or more

Now think about the Tentative Nonconfirmation resolution process. Please rate the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”

[ROTATE Q49 AND Q50; Q51 MUST BE LAST.]

Q49. Speed of resolving the case

Q50. Clarity of communications about the steps involved in the resolution process

Q51. Ease of resolving the case

(IF Q51. IS RATED LOWER THAN “6” ASK Q52.)

Q52. What is your reason for rating ease of resolving case lower than “6”? (OPEN END)

Q53. Do you find the streamlined TNC and referral process easier than the previous process?

1. Yes

2. No

3. Don’t know

Q54. Do you find the Further Action Notice easier to use than the previous process?

1. Yes

2. No

3. Don’t know

Photo Matching

Q55. In the past 6 months while using E-Verify have you been prompted to match a photo?

1. Yes (CONTINUE)

2. No (SKIP TO CUSTOMER SERVICE Q60.)

3. Don’t Know (SKIP TO CUSTOMER SERVICE Q60.)

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.” [ROTATE Q56 AND Q57]

Q56. Ease of photo matching process

Q57. Helpfulness in preventing fraud

Q58. 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?

1. Yes

2. No

3. Don’t Know

Q59. How do you submit information for cases where the photo presented by E-Verify doesn’t match the phone provided by the employee?

1. Scan and upload into E-Verify

2. Express Mail

3. Other (Please describe)

Customer Service

Q60. Have you contacted E-Verify customer service by phone (1-888-464-4218) in the past six months?

1. Yes (CONTINUE)

2. No (SKIP TO Q84.)

3. Don’t Know (SKIP TO Q84.)

Q61. Did you call about a password reset?

1. Yes

2. No

3. Don’t know

Q62. Overall, how satisfied were you with your experience when you contacted E-Verify customer service?

1. Very satisfied (SKIP TO Q64.)

2. Somewhat satisfied (SKIP TO Q64.)

3. Somewhat dissatisfied (CONTINUE)

4. Very dissatisfied (CONTINUE)

Q63. What caused you to be dissatisfied with your experience when you called E-Verify customer service? (OPEN END)

Q64. Think about your most recent call to E-Verify customer service, were you transferred during that call?

1. Yes (CONTINUE)

2. No (SKIP TO 72.)

3. Don’t Know (SKIP TO Q72.)

Q65. Was the amount of time you had to wait before the transferred call was answered acceptable to you or did you feel it was too long?

1. Acceptable

2. Too long

Q66. During that call how many times were you transferred?

1. Once

2. Twice

3. Three times

4. More than three times

[ALL IN Q66 SKIP TO Q72.]

Think about the customer service that you received regarding E-Verify. Please rate the customer service representative who assisted you on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q67 THRU Q71.]

Q67. Ease of accessing representative

Q68. Professionalism

Q69. Communication skills

Q70. Ability to understand your questions/issue

Q71. Providing guidance on policy/questions

[AFTER Q71 SKIP TO Q82.]

Think about the customer service that you received regarding E-Verify BEFORE your call was transferred. 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.” [ROTATE Q72 THRU Q76.]

Q72. Ease of accessing representative

Q73. Professionalism

Q74. Communication skills

Q75. Ability to understand your questions/issue

Q76. Providing guidance on policy/questions

Think about the customer service that you received regarding E-Verify AFTER your call was transferred. Please rate the customer service representative(s) who assisted you then on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q77 THRU Q81.]

Q77. Ease of accessing representative

Q78. Professionalism

Q79. Communication skills

Q80. Ability to understand your questions/issue

Q81. Providing guidance on policy/questions

Q82. Thinking about your most recent call to E-Verify customer service, was your question answered or issue resolved?

1. Yes (CONTINUE)

2. No (GO TO Q84.)

3. Don’t Know (GO TO Q84.)

Q83. How many calls were needed to resolve your issue?

1. Resolved during first call

2. Needed to call back one additional time to resolve issue

3. Needed to call back two additional times to resolve issue

4. Needed to call back three or more additional times to resolve issue

Q84. Have you contacted E-Verify customer service by email ([email protected]) in the past six months?

1. Yes (CONTINUE)

2. No (SKIP TO Q92.)

3. Don’t Know (SKIP TO Q92.)

Q85. Overall, how satisfied were you with your experience when you emailed E-Verify customer service?

1. Very satisfied (SKIP TO Q87.)

2. Somewhat satisfied (SKIP TO Q87.)

3. Somewhat dissatisfied (CONTINUE)

4. Very dissatisfied (CONTINUE)

Q86. What caused you to be dissatisfied with your experience when you emailed E-Verify customer service? (OPEN END)

____________________

Please rate the customer service you received when you emailed E-Verify on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q87 THRU Q90.]

Q87. Ability to understand your questions/issue

Q88. The timeliness with which you received a response

Q89. Communication skills in the response you received

Q90. Providing guidance on policy/questions

Q91. Thinking about your most recent email to E-Verify customer service, was your question answered or issue resolved?

1. Yes

2. No

3. Don’t Know

Q92. How interested would you be in using the Internet to get answers to questions or help with problems on your own, anytime, rather than having to call or email E-Verify? Please use a 10-point scale on which “1” means “not interested” and “10” means “extremely interested.”

Technical Assistance

Q93. Have you contacted E-Verify technical assistance (1-800-741-5023) in the past 6 months?
(This is a toll-free customer service line available to employers for assistance in resolving technical questions about the E-Verify operating system.)

1. Yes (CONTINUE)

2. No (SKIP TO Q103.)

3. Don’t Know (SKIP TO Q103.)

Q94. Was the amount of time you had to wait before the transferred call was answered acceptable to you or did you feel it was too long?

1. Acceptable

2. Too long

Think about the technical assistance that you received when you contacted E-Verify. Please rate the representative(s) who assisted you on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q95 THRU Q100.]

Q95. Ease of accessing representative

Q96. Professionalism

Q97. Communication skills

Q98. Ability to understand your questions/issue

Q99. Knowledge of technical issues

Q100. Technical guidance resolving your issue

Q101. Was your reason or issue you called technical assistance resolved?

1. Yes (CONTINUE)

2. No (SKIP TO Q103.)

3. Don’t Know (SKIP TO Q103.)

Q102. How many calls were needed to resolve your issue?

1. Resolved during first call

2. Needed to call back one additional time to resolve issue

3. Needed to call back two additional times to resolve issue

4. Needed to call back three or more additional times to resolve issue

Communications

Q103. How would you prefer to get information about changes or updates to E-Verify? (Select only one.)

1. E-mail

2. Fax

3. Mailer

4. E-Verify system broadcast message

5. Phone call

6. Through the E-Verify Website

7. Live presentation

8. Other (Please specify: _______________ )

Q104. How would prefer to contact E-Verify for help? (Select only one.)

1. E-mail

2. Fax

3. Mail

4. Text or Web chat

5. Phone call

6. Through the E-Verify Website

7. Other (Please specify: _______________ )

Q105. How interested would you be in communicating with peers to get help and share ideas about E-Verify or using the system? Please use a 10-point scale on which “1” means “not interested” and “10” means “extremely interested.”

ACSI Benchmark Questions

As part of the lead-in to this series of questions, include something like:

“This includes things like the enrollment and tutorial process and,
if applicable, running cases in E-Verify and calling customer or technical service.”

ACSI-1. 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?

ACSI-2. 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."

ACSI-3. 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."

Outcomes

ACSI-4. 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.”

ACSI-5. 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.”

ACSI-6. 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.”

ACSI-7. Please provide any final comments on how we can improve E-Verify to better serve you. (OPEN END)

Demographics

D1. In which state are you located?

D2. How many people do you employ?

1. 1 – 4

2. 5 - 29

3. 30 - 99

4. 100 - 299

5. 300 – 999

6. 1,000 - 9,999

7. 10,000+

D3. Do you consider yourself a small business?

1. Yes

2. No

3. Don’t Know

D4. Which category among the list below best describes the primary industry in which your company or organization conducts business? (Select one)

1. Agriculture / Food Processing

2. Defense / Defense Industry

3. Communications / Media

4. Construction / General Contracting

5. Education (all levels)

6. Engineering (of any kind)

7. Financial Services (Banking, Insurance, Finance, etc.)

8. Healthcare / Public Health

9. Hospitality (Hotel / Motel / Restaurant, etc.)

10. Information Technology

11. Manufacturing

12. Non-Profit / Not-for-Profit

13. Sales – Retail or Wholesale

14. Staffing / Personnel

15. Transportation

16. Utilities / Energy / Natural Resources

17. Professional Services / Consulting (Medicine, Law, Architecture, Research etc.)

18. Government Services

19. Other (Please Specify: _______________)

Thank you for participating in this survey.
We greatly appreciate your time and effort and value the information you have provided.