Field Operations Directorate Focus Group on Customer Satisfaction

PILOT SURVEY

OMB Control N0: 1615-0126 Expiration Date 05/31/2018

U.S. Citizenship and Immigration Services

FIELD OPERATIONS DIRECTORATE FOCUS GROUP ON CUSTOMER SATISFACTION

Paperwork Reduction Act Statement

An agency may not conduct or sponsor an information collection and a person is not required to respond to a collection of information unless it displays a currently valid OMB control number. The public reporting burden for this collection of information is estimated at 15 minutes per response.  Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to: U.S. Citizenship and Immigration Services, Office of Policy and Strategy, Research and Evaluation Division, 20 Massachusetts Ave, Washington, DC 20529. OMB No. 1615-0126.  Do not return the completed form to this address.

_Check here to acknowledge that you are at least 18 years old: 

_Check here to acknowledge that your participation is voluntary: 

1. What was the main reason for your recent visit to this field office? [PLEASE CHECK ONLY ONE]

1. Ask a question or try to resolve a problem GO TO QUESTION 2

2. An interview SKIP TO QUESTION 3

2. Please complete the sentence.

I needed to ask a question or get information about…. [PLEASE CHECK ALL THAT APPLY]

1. Evidence of my immigration status

2. Immigration forms

3. Status of my case

4. Employment Authorization Card

5. An order from an Immigration Court

6. Emergency permission to travel (Advance Parole)

7. Expedited processing of an immigration benefit application

8. Other: (Please explain) _______________________________________________

3. How did you schedule your appointment?

		I scheduled it myself. GO TO QUESTION 4
		I did not schedule my appointment. U.S. Citizenship and Immigration Services (USCIS) sent a notice indicating the time and place for my appointment.		 SKIP TO QUESTION 5
		My attorney or accredited representative scheduled the appointment.		 SKIP TO QUESTION 5
		A friend or family member scheduled it for me.		 SKIP TO QUESTION 5
		I walked into the office without an appointment.		 SKIP TO QUESTION 5
Think about your experience scheduling your appointment. To what extent do you agree with the following statements:			Strongly disagree 1		disagree 2	agree 3	Strongly agree 4
	It was easy to schedule my appointment
	The instructions on how to to schedule my appointment were confusing
	The instructions about the documents to bring to my appointment were easy to understand.
	Available appointment dates and times were convenient

How easy or difficult was it to….?		very difficult 1	difficult 2	easy 3	very easy 4	Not Applicable
	Find this office
	Come to the office during operating hours
	Understand the building’s direction signs

6. How did you come to the office?

• I walked

• By public transportation – bus, train, subway, or taxi ­­

How easy or difficult was it to come to this office using public transportation?

very difficult 

difficult 

easy 

very easy 

• By car - I drove or somebody drove me

How easy or difficult was it to find a place to park?

very difficult 

difficult 

easy 

very easy 

not applicable i was dropped off 

To what extent do you agree with the following statements:		Strongly disagree 1	disagree 2	agree 3	Strongly agree 4	Not Applicable
	The seating in the waiting area was uncomfortable.
	The waiting area was clean.
	The temperature in the waiting area was appropriate.
	The waiting area was too dark.
	I could access the restrooms easily.
	The restrooms were clean. [IF YOU DIDN’T USE THE BATHROOMS DURING YOUR VISIT, CHECK “Not Applicable”]

Think about the service provided by the staff at the office, how did you find that person’s…?		poor 1	fair 2	good 3	very good 4
	Ability to provide useful information for your situation
	Courtesy
	Overall professionalism

Please tell us:		none 1	a little 2	a lot 3	all 4
	Did you get answers to your questions during your visit today?
	How clear was the information explained to you?
	How clear were the instructions about what comes next or what you should do next?
	How clear were informational signs within the office?

10. How much of what you needed to accomplish during your visit today were you able to complete?

Did not complete any of it 

Completed some of it 

Completed most of it 

Completed all of it 

Please tell us why you were not able to complete what you needed to accomplish during your visit today.

 I Completed All That I Needed to Accomplish Today. SKIP TO QUESTION 11

Please consider your overall experiences during this visit to the USCIS Field Office.

11. Overall, how satisfied are you with the service(s) provided by this field office?

Please use a 10-point scale on which "1" means "very dissatisfied” and "10" means, "very satisfied."

very dissatisfied																	very satisfied
1	2	3		4			5		6			7		8		9		10

12. To what extent has this field office’s services met your expectations?

Please use a 10-point scale on which "1" means "not met your expectations" and "10" means "exceeds your expectations."

not met my expectations																	exceeded my expectations
1	2	3		4			5		6			7		8		9		10

13. How well this field office’s services compare with the ideal government office?

Please use a 10-point scale on which "1" means "Not very close to the ideal" and "10" means "Very close to the ideal."

not very close to the ideal																	very close to the ideal
1	2	3		4			5		6			7		8		9		10

14. What can this office do to improve its service to you?

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