E-Verify Customer Survey 2008

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E-Verify Customer Survey 2014 
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. Using a 10-point scale where “1” is “poor” and “10” is “excellent”, how would you rate the new TNC referral process?  

Q54.  Using the same scale, how would you rate the Further Action Notice process?

Q54a.  Do you find the duplicate case alert useful?

1.    Yes
2.    No
3.    I don’t know/Not sure

Q54b.  How often do you enter an employee’s email address into E-Verify, if it is provided on Form I-9?  Answer 1-10 with 1 equaling “never” and 10 equaling “always”.
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 
Monitoring and Compliance
MC1. Were you contacted by Monitoring and Compliance in the last 6 months?
Yes
No (skip to next section)

MC2. Please indicate how you were contacted by Monitoring and Compliance.
        a. Email
        b. Phone call
        c. Desk review
        d. Site visit
        e. Other
MC3. On a scale from 1 to 10 where 1 is Poor and 10 is Excellent, please rate the assistance you received from Monitoring and Compliance.
Policies and Regs
Q103.  In your opinion, do you think E-Verify is doing enough to ensure that companies using E-Verify adhere to the program’s policies and regulations? 
    1. Yes 
    2. Not Sure / Do not know 
    3. No 

Q104.  In your opinion, does E-Verify have adequate safeguards in place to ensure that employers use the E-Verify system properly? 
    1. Yes 
    2. Not Sure / Do not know 
    3. No 

[IF Q103. OR Q104 IS “NO”, ASK Q105.]  
Q105.  Please describe, briefly, what you think E-Verify should be doing to make sure that companies adhere to the program’s policies and regulations and/or use the system properly.  [OPEN END] 
Communications 
Q106.  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:  _______________ ) 

Q107.  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:  _______________ ) 

Q108.  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.” 
E-Verify Listens

Q109.  Have you used or are you aware of E-Verify Listens? 

1.    Yes
2.    No (skip to ACSI Benchmark Questions)
3.    I don’t know/Not sure

Q110.  Using a 10-point scale where “1” is “poor” and “10” is “excellent”, please rate your experience with E-Verify Listens.

ACSI Benchmark Questions 
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.