Firearms & Explosives Services Division Customer Service Survey

US Department of Justice
Bureau of Alcohol, Tobacco, Firearms and Explosives
Firearms and Explosives Services Division
Thank you for choosing to participate in this short survey. This survey's focus is
the customer service that is provided by the Firearms & Explosives Services
Division (FESD) and its four branches:
Federal Firearms Licensing Center
Firearms and Explosives Imports Branch
National Firearms Act Branch
Federal Explosives Licensing Center
The survey consists of questions directly related to your experience when
contacting the FESD or one of its branches. The questions are in yes/no, multiple
choice and fill-in-the-blank format. For each question, provide the answer that
most closely represents your opinion related to the service that was provided to
you.
Your answers will help us to provide excellent customer service for both the
firearms and explosives industry as well as the general public. You will also have
the opportunity to offer general comments at the end of the survey.
Type of Customer
Are you: (Indicate ONE answer)
Industry Member
Local or State Police
Federal Government (Agency) ___________________________________
State or Local Government (Agency) _____________________________
Private Citizen
Member of U.S. Military
Other (Describe) ___________________________________
Contact Frequency
How many times in the past year have you contacted the FESD or one of its
branches?
1-2 times
3-4 times
More than 4 times
Method of This Contact
In what way did you contact us most recently?
Phone
Letter
Fax
Email
In Person (such as at a conference or show)
Servicing Office
Which servicing location did you contact most recently? If you have had contact
with multiple branches, please complete a separate survey for each contact.
Federal Firearms Licensing Center
Firearms and Explosives Imports Branch
National Firearms Act Branch
Federal Explosives Licensing Center
Firearms and Explosives Services Division Staff
I Don't Know
Date of Service
Please provide the date you contacted the above servicing location
Date ___________________________________
Service Rating
Using the below scale, please rate the person who most recently assisted you.
Outstanding
Good
Fair
Poor Unacceptable
Courteous
Prompt
Knowledgeable
Professional
Helpful
Understood your
problem
Solved your
problem
Overall service
provided
Individual Who Provided Service
Please provide the name of the individual who most recently assisted you (if
known). If you have had contact with multiple people, you may complete a
separate survey for each contact.
Name ____________________________________________________

OMB No. 1140-0101 (08/31/2015)

Customer Service Survey
Voice Message
If you called and left a voice message, did you receive a call back?
Yes
No
N/A
Response Time
Please provide the amount of time it took to get a call back:
Within 1 hour
Within 4 hours
By the end of the business day
By the next business day
Within 2-3 days
Within 1 week
Longer than 1 week
Transfers
If you were transferred or referred to another individual or agency, were you given
useful names and/or phone numbers?
Yes
No
N/A
Supervisor/Management
If your problem or concern could not be resolved with an initial phone call and you
sought elevated assistance, were they able to assist in resolution?
Yes
No
N/A
Overall
Overall, how would you rate your most recent experience with our
Division/Branch?
Outstanding
Good
Fair
Poor
Unacceptable
OPTIONAL
To help us improve future customer service, may we contact you about your
survey responses?
Yes
No
Contact Information
Please provide your contact information so that we may follow up regarding your
responses:
Name ___________________________________________
Phone number ____________________________________
Best time to call ___________________________________
E-mail address ____________________________________
Comments
Please provide any comments on how we can improve the quality of service:
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Paperwork Reduction Act Notice
This request is in accordance with the Paperwork Reduction Act of 1995. The
information collected is to capture data that permits the accurate assessment of
program activities, and assists in increasing customer satisfaction.
The estimated average burden associated with this collection of information is 5
minutes per respondent, depending on individual circumstances. Comments
concerning the accuracy of this burden should be addressed to Reports
Management Officer, Document Services Branch, Bureau of Alcohol, Tobacco,
Firearms and Explosives, Washington, DC 20226.
An agency may not conduct or sponsor, and a person is not required to respond to,
a collection of information unless it displays a currently valid OMB control
number.