Form 820 2017 820 ACSI Survey Questions_BCA Passport (Final Aug 1

This brief survey should take approximately 10 minutes to complete.

CFI Group is a third-party independent research group that conducts this annual survey on behalf of The Department of State, Bureau of Consular Affairs, Passport Services to better understand customer needs and customer service experience at passport facilities. Your identity is anonymous and all information obtained from this survey is secured.

This survey is authorized by the U.S. Office of Management and Budget Control No. 1090-0007, which expires on May 31, 2018.

________________________________________________________________________________

Q1. What was the primary source you used to obtain passport information?

Please select only one answer from the list below.

1 The National Passport Information Center

2 Passport Services’ official website at www.travel.state.gov

3 Other website

4 Passport Acceptance Facility (post office, clerk of court, library, etc.)

5 Outreach event (passport fair, travel show, naturalization ceremony, etc.)

6 Traditional media (newspaper, magazine, radio, television)

7 Social media (Twitter, Facebook, YouTube, etc.)

8 Travel agent

9 Family member, friend, co-worker

10 Other

DK

REF

{If you selected “1” go to Q1A, otherwise go to Q2}

_________________________________________________________________________________

Q1A. Did you speak with a Customer Service Representative?

1 Yes

2 No

DK

REF

{If your answer to Q1A is “Yes”, go to Q1B, Q1C, and Q1D, otherwise go to Q2}

_________________________________________________________________________________

Q1B. How professional was the Customer Service Representative you spoke with?

Use a 10-point scale in which “1” means “not at all professional” and “10” means very “professional”.

DK

REF

Q1C. How knowledgeable was the Customer Service Representative you spoke with?

Use a 10-point scale in which “1” means “not at all knowledgeable” and “10” means “very knowledgeable”.

DK

REF

Q1D. How satisfied were you with the information provided to you by the Customer Service Representative?

Use a 10 point scale in which “1” means “very dissatisfied” and “10” means “very satisfied”.

DK

REF

Q2. What type of passport information did you need?

Please select all that apply.

1 How to apply for a passport

2 Where to apply for a passport

3 Passport application forms

4 Passport fees

5 Passport processing times

6 Check status on a pending passport application

7 Country information

8 Other

DK

REF

_________________________________________________________________________________

Q3. How easy was it to get information on applying for your passport?

Use a 10-point scale in which “1” means “not at all easy” and “10” means “very easy”.

DK

REF

Q4. Did you receive complete information needed to apply for your passport?

1 Yes

2 No

DK

REF

Q5. Was an appointment required to appear before a passport agent?

1 Yes

2 No

DK

REF

{If your answer to Q5 is “Yes”, go to Q5A; otherwise go to Q6}

Q5A. How convenient was it to make an appointment for the date and time you wanted?

Use a 10-point scale in which “1” means “it was difficult to schedule an appointment for the date/time you wanted” and “10” means “it was not difficult to schedule an appointment for the date/time you wanted”.

DK

REF

Q6. How did you apply for your most recent passport?

Select only one answer.

1 In person at a U.S. Postal Passport Acceptance Facility

2 In person at a Non-Postal Acceptance Facility (town clerk, clerk of court, library, etc.)

3 In person at a Passport Agency

4 Through the mail (passport renewal, data correction, name change, etc.)

DK

REF

{If you selected “1”, “2”, or “3” to Q6, go to Q6A, Q6B and Q6C otherwise go to Q7}

Q6A. How professional was the staff where you applied for your passport?

Use a 10-point scale in which “1” means “not at all professional and knowledgeable” and “10” means very “professional and knowledgeable”.

DK

REF

_________________________________________________________________________________

Q6B. How knowledgeable was the staff where you applied for your passport?

Use a 10-point scale in which “1” means “not at all professional and knowledgeable” and “10” means very “professional and knowledgeable”.

DK

REF

_________________________________________________________________________________

Q6C. How satisfied are you with the service you received when applying for your passport?

Use a 10 point scale in which “1” means “very dissatisfied” and “10” means “very satisfied”.

DK

REF

Q7. How convenient was the application process?

Use a 10-point scale in which “1” means “not at all convenient” and “10” means “very convenient”.

DK

REF

Q8. How long did it take for you to receive your passport?

Use a 10-point scale in which “1” means “longer than expected” and “10” means “faster than expected”.

DK

REF

_________________________________________________________________________________

Q9. Did the passport you received contain your correct data information (spelling of name, date of birth, etc.)?

1 Yes

2. No

DK

REF

Q10. Please consider all of your experiences in the past year with Passport Services. How would you rate the overall quality of Passport Services?

Use a 10-point scale in which "1" means "not very high" and "10" means "very high”.

DK

REF

_________________________________________________________________________________

Q11. How satisfied are you with Passport Services in all of your experiences to date?

Use a 10 point scale in which “1” means “very dissatisfied” and “10” means “very satisfied”.

DK

REF

_________________________________________________________________________________

Q12. Considering all of your experiences, to what extent has Passport Services fallen short or exceeded your expectations?

Use a 10 point scale in which "1" means "falls short of your expectations" and "10" means "exceeds your expectations”.

DK

REF

_________________________________________________________________________________

Q13. Don’t think about Passport Services for a moment. Now, please imagine an ideal agency that determines citizenship and identity and issues a document that allows you to travel. How well do you think Passport Services compares with that ideal agency?

Use a 10 point scale in which "1" means "falls short of your expectations" and "10" means "exceeds your expectations”.

DK

REF

_________________________________________________________________________________

Q14. How willing would you be to say positive things about Passport Services to friends and family?

Use a 10-point scale in which “1” means “not at all willing” and “10” means “very willing”.

DK

REF

Q15. Have you complained to Passport Services within the past year?

1 Yes

2 No

DK

REF

{If your answer to Q15 is “Yes”, go to Q15A and Q15B; otherwise go to Q16}

_________________________________________________________________________________

Q15A. How difficult or easy was it to make your complaint?

Use a 10-point scale in which “1” means “very difficult” and “10” means “very easy”.

DK

REF

_________________________________________________________________________________

Q15B. Was your complaint resolved to your satisfaction?

1 Yes

2 No

DK

REF _________________________________________________________________________________

Q16. Why is having a U.S. passport important to you?

Select all that apply.

1 It allows me to travel internationally

2 It contributes to national security

3 It can be used as proof of identification

4 It can be used as proof of citizenship

5 Other

DK

REF

_______________________________________________________________________________

Q17. What is your age?

1 18 – 29 years old

2 30 – 49 years old

3 50 – 64 years old

4 65 years old and over

DK

REF

_________________________________________________________________________________

Q18. What is the highest level of formal education you completed?

1 Less than high school

2 High school graduate

3 Some college or associate degree

4 College graduate

5 Post-Graduate

DK

REF

_________________________________________________________________________________

Q19. What state do you live in?

DK

REF

_________________________________________________________________________________

Q20. What is your gender?

1 Male

2 Female

REF

END OF SURVEY

7