| Question |
Options |
Type |
myUSCIS important |
Multiple Channels |
| How did you hear about this site? |
A USCIS public event |
Select multiple |
3 |
N |
| Please check all that apply. |
Social media (i.e. Facebook, Instagram, Twitter, etc.) |
| Email from USCIS with a link |
| Search engine results (i.e. Google, Bing, Yahoo, etc.) |
| A community‐based organization or non‐profit organization |
| Internet advertisement or Internet media (e.g., video) |
| Other media advertisement (i.e. flier, radio, television, brochure, etc.) |
| Other |
| What other way did you hear about this site? |
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Text field |
3 |
N |
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| How easy or difficult was it for you to get to this site? |
Very difficult |
Select one |
2 |
N |
| Somewhat difficult |
| Somewhat easy |
| Very easy |
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| How often do you visit this site? |
This is my first time on this site |
Select one |
2 |
N |
| Daily |
| Weekly |
| Monthly |
| Once Every Few Months |
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| How likely are you to recommend this site? |
Not likely at all |
Select one |
2 |
N |
| Somewhat likely |
| Likely |
| Very likely |
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| From start to finish, about how many times did you need to log into your account to complete your application? |
1 time |
Select one |
1 |
N |
| 2‐3 times |
| 4‐5 times |
| More than 5 times |
| I don't know |
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| From start to finish, about how long did it take you to complete this application? |
0‐2 hours |
Select one |
1 |
N |
| 3‐4 hours |
| 5‐6 hours |
| More than 6 hours |
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| What was the hardest part of completing your application? |
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Text field |
1 |
N |
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| How often do you check your case status? |
Every day |
Select one |
1 |
N |
| Once or twice a week |
| Once or twice a month |
| Only when I get a notice |
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| Have you ever used a paper form to apply for a USCIS benefit? |
Yes |
Select one |
1 |
N |
| No |
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| Which experience was easier? |
Online filing |
Select one |
1 |
N |
| Paper filing |
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| Did your case status have all the information you needed? |
Yes |
Select one |
1 |
N |
| No |
| What information would you like in your case status that |
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Text field |
1 |
N |
| was not there? |
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| Do you plan to continue using this site in the future for your |
Yes |
Select one |
1 |
N |
| clients? |
No |
| Please let us know why you do not plan to continue using |
Text field |
1 |
N |
| this site for your clients? |
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| Did you experience any technical issues during your visit today? |
Yes |
Select one |
2 |
N |
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No |
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| Please explain your technical issue: |
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Text field |
2 |
N |
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| Which would you like to do? |
Leave a suggestion |
Select one |
1 |
Y |
| Make a complaint |
| Offer a compliment |
| Neither |
|
General suggestion about your interaction with USCIS |
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| What kind of suggestion would you like to offer? |
Suggestion about the interaction with the USCIS Contact Center 1-800 line |
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Suggestion about the interaction with the USCIS' virtual assistant "Emma" |
Select one |
1 |
Y |
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Suggestion about the interaction with the USCIS' live agent chat |
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| What kind of suggestion would you like to offer? |
General suggestion about the pages |
Select one |
1 |
Y |
| Suggestion about the pages' navigation |
| Suggestion about the pages' content |
| Suggestion about the pages' style |
| Please leave your suggestion below |
|
Text field |
1 |
Y |
|
General suggestion about your interaction with USCIS |
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| What kind of complaint/feedback would you like to offer? |
Suggestion about the interaction with the USCIS Contact Center 1-800 line |
Select one |
1 |
Y |
|
Suggestion about the interaction with the USCIS' virtual assistant "Emma" |
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Suggestion about the interaction with the USCIS' live agent chat |
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| What kind of complaint/feedback would you like to offer? |
General complaint about the pages |
Select one |
1 |
Y |
| Complaint about the pages' navigation |
| Complaint about the pages' content |
| Complaint about the pages' style |
| Please leave your complaint/feedback below |
|
Text field |
1 |
Y |
| What kind of compliment/feedback would you like to offer? |
General compliment about the pages |
Select one |
1 |
Y |
|
Compliment about the pages' navigation |
|
Compliment about the pages' content |
|
Compliment about the pages' style |
| Please leave your compliment/feedback below |
|
Text field |
1 |
Y |
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| What do you like most about myUSCIS? |
|
Text field |
2 |
N |
| What do you like least about myUSCIS? |
|
Text field |
1 |
N |
| What features would you like to see in myUSCIS? |
|
Text field |
1 |
N |
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| How often do you contact USCIS support (phone, secure message) for help with an issue or question? |
Never |
Select one |
1 |
Y |
| Rarely (once a month) |
| Occasionally ( twice a month) |
| Very often (every week) |
| Extremely often (every day) |
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| Before contacting USCIS, did you try to find the answer on the USCIS website? |
Yes |
Select one |
1 |
Y |
| No |
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| Have you visited myUSCIS before today? |
Yes |
Select one |
3 |
N |
| No |
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| In your online filing process, was there something you expected to see but didn’t? |
Yes |
Select one |
1 |
N |
| No |
| What was missing? |
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Free text |
1 |
N |
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| Who are you visiting this site for?/ Who are you contacting USCIS for? |
Myself |
Select one |
2 |
Y |
| Spouse |
| Fiancé/fiancée |
| Other family member |
| Friend |
| Client |
| Employer/employee |
| Other |
| For what other person are you visiting this site? / For what other person are you contact USCIS for? |
|
Text field |
2 |
Y |
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| Please finish the sentence: I am a… |
U.S. citizen by birth |
Select one |
2 |
Y |
| Naturalized U.S. citizen |
| Permanent resident (Green Card holder) |
| Conditional resident |
| Temporary worker/nonimmigrant |
| Student or exchange visitor |
| Visitor to the USA |
| Other |
| How else would you describe your current status? |
|
Text field |
2 |
Y |
| I am contacting USCIS for someone else who is a |
Naturalized U.S. citizen |
Select one |
2 |
Y |
|
Permanent resident (Green Card holder) |
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Conditional resident |
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| Temporary worker/nonimmigrant |
| Student or exchange visitor |
| Visitor to the USA |
| Native born in the USA |
| Other |
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| I am visiting this site for someone else who is a |
Naturalized U.S. citizen |
Select one |
2 |
Y |
|
Permanent resident (Green Card holder) |
|
|
Conditional resident |
|
| Temporary worker/nonimmigrant |
| Student or exchange visitor |
| Visitor to the USA |
| Native born in the USA |
| Other |
| How else would you describe the current status of the person you are contact USCIS for today? |
|
Text field |
2 |
y |
| How else would you describe the current status of the |
|
Text field |
2 |
Y |
| person for whom you are visiting this site today? |
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| What is your gender? |
Female |
Select one |
3 |
Y |
| Male |
| Other |
| I prefer not to respond |
|
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| Please select the age category that best describes you. |
17 and under |
Select one |
2 |
Y |
| 18 – 24 |
| 25 – 34 |
| 35 – 44 |
| 45 – 54 |
| 55 – 64 |
| 65 and over |
| I prefer not to respond |
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| Which of the following best describes the highest level of education you have attained? |
Have not graduated high school |
Select one |
2 |
Y |
| High school graduate |
| Some college, trade, technical or vocational training |
| College graduate |
| Post graduate degree |
| I prefer not to respond |
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| How comfortable are you with using technology such as computers, cell phones (smartphones) or tablets? |
Very uncomfortable |
Select one |
2 |
Y |
| Somewhat uncomfortable |
| Somewhat comfortable |
| Very comfortable |
|
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| Where do you currently live? |
USA….if in the USA which State? |
Select one |
2 |
Y |
| Outside of USA |
| I prefer not to respond |
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| Is English your first language |
Yes |
|
2 |
Y |
| No |
| What is your first language? |
|
Text field |
2 |
Y |
| How comfortable do you feel reading in English? |
Very uncomfortable |
Select one |
2 |
Y |
| Somewhat uncomfortable |
| Somewhat comfortable |
| Very comfortable |
| I prefer not to respond |
| What other languages do you read? |
|
Text field |
2 |
Y |
| How comfortable do you feel speaking in English? |
Very uncomfortable |
Select one |
2 |
Y |
| Somewhat uncomfortable |
| Somewhat comfortable |
| Very comfortable |
| I prefer not to respond |
| What other languages do you speak? |
|
Text field |
2 |
Y |
| How comfortable do you feel understanding English? |
Very uncomfortable |
Select one |
2 |
Y |
| Somewhat uncomfortable |
| Somewhat comfortable |
| Very comfortable |
| I prefer not to respond |
| What other language(s) do you understand? |
|
Text field |
2 |
Y |
| How comfortable do you feel writing English? |
Very uncomfortable |
Select one |
2 |
Y |
| Somewhat uncomfortable |
| Somewhat comfortable |
| Very comfortable |
| I prefer not to respond |
| What other language(s) do you write in? |
|
Text field |
2 |
Y |
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| How easy or difficult was it to sign up for your account? |
Very difficult |
Select one |
2 |
N |
|
Somewhat difficult |
|
| Somewhat easy |
| Very easy |
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| How easy or difficult was it to access your account profile? |
Very difficult |
Select one |
2 |
N |
| Somewhat difficult |
| Somewhat easy |
| Very easy |
|
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| What were the main tasks you were trying to do during your visit to the site today? |
Find information |
Select multiple |
1 |
N |
| You can select up to three. |
Find a doctor |
|
Check a case status |
|
Change an address |
|
Practice the civics test |
|
Find a civics or English class |
|
Make an appointment |
|
File a form online |
|
Respond to a Request for Evidence |
|
Other |
| What additional tasks were you trying to do during your visit to the site today? |
Add a paper‐filed case |
Select multiple |
1 |
N |
| Enter a representative passcode |
| Verify your identity |
| Other |
| What other tasks were you trying to do during your visit to |
|
Text field |
1 |
N |
| the site today? |
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| During your interaction with USCIS today, please rate how easy or difficult it was to find the information you were looking for |
Very difficult |
select one |
2 |
Y |
| somewhat difficult |
| somewhat easy |
| very easy |
|
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| please tell us why you were not able to obtain the information you were looking for during your interaction with USCIS |
|
free text |
2 |
Y |
|
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|
| During your visit today, please rate how easy or difficult it was to find the information you were looking for… |
Very difficult |
select one |
2 |
N |
| somewhat difficult |
| somewhat easy |
| very easy |
| please tell us why you were not able to obtain the information you were looking for during your visit to the site today…. |
|
free text |
2 |
N |
|
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|
| How much of this task were you able to complete during your interaction with USCIS today? |
None of it |
Select one |
2 |
Y |
| Some of it |
| Most of it |
| All of it |
|
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|
|
|
| How much of this task were you able to complete during your visit to the site today? |
None of it |
Select one |
2 |
Y |
| Some of it |
| Most of it |
| All of it |
| Please tell us why you were unable to complete any or all of |
|
Text field |
2 |
Y |
| your task today. |
|
|
|
|
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| How easy or difficult was it for you to upload your documents? |
Very difficult |
Select one |
2 |
N |
| Somewhat difficult |
| Somewhat easy |
| Very easy |
| Why was it difficult for you to upload your documents? |
File size limit unclear |
Select one |
2 |
N |
| File size limit too small |
| Number of documents allowed was not enough |
| Other |
| Please tell us why it was difficult for you to upload your |
|
Text field |
2 |
N |
| documents. |
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| What do you do when you first see the online form? |
I click through all parts of the online form before beginning to fill it out |
Select one |
2 |
N |
|
I follow the form step by step |
|
|
Other |
|
| Please tell us what you do when the online application first |
|
Text field |
2 |
N |
| loads. |
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| To what extent do you agree with the following statements about the information on this site during your visit today? |
Strongly disagree |
Select one |
2 |
N |
| Information was readily available. |
Disagree |
|
Agree |
|
Strongly agree |
| Information was accurate. |
Strongly disagree |
Select one |
2 |
Y |
| Disagree |
| Agree |
| Strongly agree |
| Information was easy to understand. |
Strongly disagree |
Select one |
2 |
Y |
| Disagree |
| Agree |
| Strongly agree |
| Information answered my questions. |
Strongly disagree |
Select one |
2 |
Y |
| Disagree |
| Agree |
| Strongly agree |
|
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| To what extent do you agree with the following statements about this site? |
Strongly disagree |
Select one |
3 |
N |
| This site is an official government website for services related to citizenship and immigration. |
Disagree |
|
Agree |
|
Strongly agree |
| This site is a useful resource for citizenship and immigration information. |
Strongly disagree |
Select one |
3 |
N |
| Disagree |
| Agree |
| Strongly agree |
| I feel this site is helping me navigate my immigration process. |
Strongly disagree |
Select one |
1 |
N |
| Disagree |
|
| Agree |
| Strongly agree |
| This site makes tasks difficult to complete. |
Strongly disagree |
Select one |
2 |
N |
| Disagree |
|
| Agree |
| Strongly agree |
| This site saves me time. |
Strongly disagree |
Select one |
2 |
N |
| Disagree |
|
| Agree |
| Strongly agree |
| This site meets my needs. |
Strongly disagree |
Select one |
2 |
N |
| Disagree |
| Agree |
| Strongly agree |
| I trust this site to give me accurate information and keep my data secure. |
Strongly disagree |
Select one |
1 |
N |
| Disagree |
| Agree |
| Strongly agree |
| Would you like to participate in usability testing, feedback sessions, and/or focus groups? |
Yes |
Select one |
1 |
Y |
| No |
| (if yes) Please provide your name, email address, and area of immigration experience (for example, applying for a Green Card or petitioning for a relative) |
|
Free text boxes with format mask |
|
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| Did our response answer your questions |
Yes |
Select one |
1 |
Y |
| No |
| How would you rate the quality of our response? |
Poor |
Select one |
1 |
Y |
| Fair |
| Good |
| Very Good |
| Excellent |
| Public Engagement Outreach Survey |
| DRAFT – PED/CAIS |
| A. Engagements |
|
| 1. Have you participated in a USCIS Public Engagement Division stakeholder engagement in the past 30 days? YES / NO |
|
| a. If YES, what was the topic or title? (list engagements for responders to select) |
|
| b. The information shared during the engagement answered my questions about the topic. |
| Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree |
| |
| c. The information presented was clear and easy to understand. |
| Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree |
|
| d. I know where to find additional information on this topic. |
| Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree |
| |
| e. How can we improve this engagement to make it more effective? (Select all that apply.) |
| a. Nothing to improve |
| b. The presentation should be shorter |
| c. The presentation should be longer |
| d. The presentation was too detailed |
| e. The presentation should include more detail |
| f. More handouts would be helpful |
| g. More time for questions and answers |
| h. Other (please specify): |
| |
| f. This interaction increased my confidence in the USCIS Public Engagement Division. Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree |
| Stakeholder Messages |
| 2. Have you read a stakeholder message from the USCIS Public Engagement Division in the past 30 days? YES / NO |
|
| a. What was the topic of the message?(list messages for responders to select) |
| b. Was the message clear and easy to understand? YES / NO |
| c. Was the information timely? YES / NO |
| d. Do you know where to find additional information on the topic? YES / NO |
| e. How can we improve this message to make it more effective? (Select all that apply.) |
| a. Nothing to improve |
| b. The message should be shorter |
| c. The message should be longer |
| d. The message was too detailed |
| e. The message should include more detail |
| f. It should be easier to receive USCIS stakeholder messages |
| g. Other (please specify): |
| |
| f. This interaction increased my confidence in the USCIS Public Engagement Division. Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree |
| PED Mailbox |
| 3. Have you sent an email to USCIS Public Engagement in the past 30 days? YES / NO |
| a. What USCIS mailbox did you use? |
| o [email protected] |
| o [email protected] |
| o [email protected] |
| o Other (please specify) |
| |
| b. What was the reason for your email? (Choose one.) |
| a. Asking about a case |
| b. Requesting general information |
| c. Providing feedback |
| d. Requesting outreach |
| e. Other (please specify) |
|
| c. Did you receive a response to your email? YES / NO |
|
| d. Was the response helpful? YES / NO |
|
| e. How could we improve our response to make it more effective? (Select all that apply.) |
| a. Nothing to improve |
| b. The response should be shorter |
| c. The response should be longer |
| d. The response should be more timely |
| e. The response should provide more detailed information |
| f. Other (please specify): |
| |
| f. This interaction increased my confidence in the USCIS Public Engagement Division. Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree |
| Contact Center Questions |
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| [Q1] |
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| Please tell me if you used any of the below resources to receive help with your questions before your most recent call to the USCIS 1-800-Line. |
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| The USCIS Website |
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| EMMA - The Interactive Virtual Assistance on the USCIS website |
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| The Website Self-Help Tools such as: "Case Status On-Line" |
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| A USCIS Field Office |
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| Other, please specify: |
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| [Q2] – ONLY ask if EMMA is selected in Q1 |
|
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| Please tell me where you would place yourself on a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree with the service Emma provided, the Interactive Virtual Assistant on USCIS.gov. |
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| [Q3] – ONLY ask if USCIS Website is not selected in Q1 |
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| Why did you decide to call the USCIS 1-800-Line rather than visit the USCIS website for answers? Please pick one of the following: |
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| Do not frequently use computer |
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| Do not know where to look for information |
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| Website would not have the information I need |
|
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| Wanted to talk to somebody |
|
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| Other, please specify |
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| [Q4] – ONLY ask if USCIS Website is selected in Q1 |
|
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| Why did you decide to call the USCIS 1-800-Line after visiting the USCIS website for answers? Please pick one of the following: |
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| You couldn't find the information you needed on the web site |
|
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| The information on the web site was incomplete |
|
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| The information on the web site was not updated |
|
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| The information on the web site was confusing |
|
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| You didn't trust the information on the website |
|
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| You wanted to talk to somebody |
|
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| Other, please specify |
|
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| [Q5] |
|
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| Thinking about your entire immigration experience thus far with the U.S. Citizenship and Immigration Services (USCIS) agency, how satisfied are you with USCIS as a whole? Please tell me where you would place yourself on a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree |
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| [Q6] |
|
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| How many times in the past month have you called the USCIS 1-800-Line? |
|
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| 1 time |
|
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| 2 times |
|
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| 3 times |
|
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| 4 times |
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| 5-10 times |
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| 11-20 times |
|
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| 21-50 times |
|
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| Don't know |
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| [Q7] – Only ask if answer was 2 or more times in Q6 |
|
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| Please tell me which of the reasons, if any, that might have led you to call the USCIS 1-800 Line more than once: |
|
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|
| PROMPT |
|
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| · You did not receive the information you needed |
|
|
| To check case status |
|
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| To verify information |
|
|
| You were not able to reach a live representative |
|
|
| To ask for additional information (various reasons) |
|
|
| Could not enter receipt number |
|
|
| Technical issues with the USCIS 800-line. |
|
|
| Long wait time and discontinued call |
|
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| Other, please specify: |
|
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|
| [Q8] |
|
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| Thinking specifically about your entire experience the last time you called the USCIS 1-800-Line, to include the USCIS 1-800-Line Call Menu (IVR) and any telephone representatives you may have spoken with. Please tell me where you would place yourself on a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree with that call to the USCIS 1-800-Line. |
|
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| [Q9] |
|
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| What is the primary reason that you had mixed feelings or were dissatisfied with your entire USCIS 1-800-Line experience? Please pick one of the following: |
|
|
|
|
|
| The recording was difficult to follow |
|
|
| The recording did not provide enough information |
|
|
| I was not able to reach a representative |
|
|
| I had to wait too long on hold |
|
|
| The agent was not able to help me |
|
|
| I did not receive the Information I needed |
|
|
| I am unsure if the information I received is what I needed |
|
|
| I received inconsistent Information from different people on the USCIS 1-800-line |
|
|
| Don’t Know / No Answer |
|
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| [Q10] |
|
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| Is there anything that could be done to improve the service on the USCIS 1-800-line? OPEN END -- |
|
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| [Q11] |
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| Please select the main reason for your most recent call to the USCIS 1-800 Line. What was the primary or most important reason? |
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| Check the status of an application or case |
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| Change an address |
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| Appointment related issue |
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| Correct error on a document received |
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| USCIS Local Office information or ASC |
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| Report fraud or security issue |
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| Don’t Know / No Answer |
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| Other |
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| [Q12] – Only ask if “Check the status of an application or case' at question” was selected in Q11 |
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| Please select from the list of cases or applications that might have led you to call the USCIS 1-800-line. |
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| I90, Application to Replace Permanent Resident Card |
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| I485, Application to register Permanent Residence of Adjust Status |
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| N400, Application for Naturalization |
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| I765, Application for Employment Authorization Document (Work Permit) |
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| I131, Petition for Travel Documents (includes Reentry Permit or Advance Parole) |
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| I751, Petition to Remove Conditions of Residence |
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| I130, Petition for Alien Relative |
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| N600, Application for Certificate of Citizenship |
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| I129f, Petition for Alien Fiancé |
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| I821, Application for Temporary Protected Status |
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| Other, please specify: |
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| [Q13] |
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| On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, was the |
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| The USCIS 1-800-line call menu (IVR) easy to use. |
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| [Q14] |
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| Please select which of the reasons, if any, might have made the USCIS 1-800-line call menu (IVR) less easy to use. |
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| There are too many options in each section of the menu |
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| The menu options are too technical to understand |
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| There is no option to answer my question /the options are too difficult to understand |
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| There is no option to reach a representative |
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| Unable to enter a receipt number |
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| Other, please specify: |
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| [Q15] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the length of the USCIS 1-800-line call menu recorded information was just right. |
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| [Q16] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the speed of the USCIS 1-800-line call menu recorded information was just right. |
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| [Q17] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the quality of the USCIS 1-800-line call menu recording was clear. |
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| [Q18] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the USCIS 1-800-line call menu recording gave me the information I needed. |
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| [Q19] |
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| Thinking specifically about your experience with the USCIS 1-800-line call menu (IVR), where would you place yourself on a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree when thinking about your experience using the 1-800-line call menu (IVR)? |
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| [Q20] |
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| What is the primary reason you had mixed feelings or were dissatisfied with the USCIS 1-800-line call menu (IVR)? Please select the following that apply: |
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| Did not receive the information I needed |
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| Had to wait too long on hold |
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| Unable to reach a representative |
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| The recording was difficult to follow |
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| The recording was not specific enough to answer your question |
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| The recording did not provide an option to answer my question |
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| Other, please specify |
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| [Q21] What specific information did you need that the USCIS 1-800-line call menu (IVR) recording did not provide? Please select the following that apply: |
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| Case status information |
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| Application information |
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| Green Card (general information) |
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| Length of process |
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| Change of Address |
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| How to bring someone to the US |
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| Order form |
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| Citizenship/Naturalization (general information) |
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| Appointment/Interview information |
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| USCIS local office information |
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| Work Permit (general information) |
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| Other, please specify |
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| [Q22] What is the primary reason you were satisfied with the USCIS 1-800-line call menu (IVR)? Was it because: |
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| You received all of the information you needed |
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| You received some of the information you needed |
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| It was quick and easy to use |
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| You reached a representative |
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| [Q23] Why were you unable to reach a representative during your most recent call? Please select the following that apply: |
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| I received all the information I was looking for in the USCIS 1-800-line call menu. |
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| There was no option in the menu to reach a representative. |
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| The wait time for a representative was too long, and I discontinued my call. |
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| The menu was too difficult to follow. |
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| There was no option in the menu to answer my question. |
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| There were too many options in each section of the menu. |
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| I did speak to a live representative in my last call to the USCIS 1-800-line |
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| Other, please specify |
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| Q24-Q31 ARE ONLY ASKED OF TIER 1 RESPONDENTS |
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| [Q24] |
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| Please think about the recent call you made to USCIS in which you spoke to a Tier 1 Information Specialist, what was the main reason you chose to speak to a Information Specialist? Was it because: |
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| The recording was unable to answer my question |
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| You wanted to speak with a live person |
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| Other, please specify |
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| [Q25] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 1 Information Specialist seemed to fully understand my question. |
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| [Q26] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 1 Information Specialist was polite. |
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| [Q27] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 1 Information Specialist did not rush me. |
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| [Q28] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 1 Information Specialist answered my question promptly. |
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| [Q29] |
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| Did the Information Specialist give you the information you needed? |
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| Yes |
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| No |
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| [Q30] What particular information were you looking for that you did not receive from the Information Specialist? Please select the following that apply: |
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| · Next steps to continue with my case |
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| · Specific details about my case |
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| · Processing times information |
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| · Information about a letter or document sent by USCIS |
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| · General information (please specify) |
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| · Other (please specify) |
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| [Q31] |
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| On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, how satisfied were you with the Information Specialist? |
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| Q32-Q40 ARE ONLY ASKED OF TIER 2 RESPONDENTS |
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| [Q32] |
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| When you were directed to the Immigration Service Officer did you utilize the Call Back Feature? |
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| Yes |
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| No |
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| [Q33] |
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| Did you find the Call Back Feature helpful? |
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| Yes |
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| No |
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| [Q34] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 2 Immigration Services Officer seemed to fully understand my question. |
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| [Q35] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 2 Immigration Services Officer was polite. |
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| [Q36] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 2 Immigration Services Officer did not rush me. |
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| [Q37] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the Tier 2 Immigration Services Officer answered my question promptly. |
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| [Q38] |
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| Did the Immigration Services Officer give you the information you needed? |
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| Yes |
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| No |
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| [Q39] |
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| What particular information were you looking for that you did not receive from the Immigration Services Officer? Please select the following that apply: |
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| · Next steps to continue with my case |
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| · Specific details about my case |
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| · Processing times information |
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| · Information about a letter or document sent by USCIS |
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| · General information (please specify) |
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| · Other, please specify |
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| [Q40] |
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| On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, how satisfied were you with the Immigration Services Officer (ISO). |
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| [Q41] |
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| What is your gender? |
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| Male |
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| Female |
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| Do not want to answer |
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| [Q42] |
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| Which of the following age groupings captures your age? Are you between: |
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| 18 and 30 |
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| 31 and 40 |
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| 41 and 50 |
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| 51 and 60, or |
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| 61 or above |
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| [Q43] How can USCIS help you reach a representative in the future? |
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| [Q44] Why is it difficult for you to reach a representative? |
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| Q43 |
Was your immigration issue/concern clearly addressed? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q44 |
Was your response free of grammatical, format and punctuation errors? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q45 |
Was your response delivered in a timely manner? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q46 |
Was the issue/concern that you inquired about resolved? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q47 |
In your response, were there other ways listed for you to reconnect with USCIS? |
Yes or No |
| Q48 |
Was the response you received easy to understand? |
Yes or No |
| Q49 |
Could USCIS have done anything else to assist you? |
Yes or No |
| If yes, please explain |
| Q50 |
If your letter had multiple immigration issues/concerns were they all addressed in the response you received by USCIS? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q51 |
Did you require any follow up assistance after receiving your response? |
Yes or No |
| If yes, please explain |
| Q52 |
Are you satisfied with our response to your immigration matter? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q53 |
If we called you, were your immigration matters resolved? |
Please pick from a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree. |
| Q54 |
Was the Case Resolution Analyst (CRA) knowledgeable of your specific immigration matter? |
Yes or No |
| If No, please explain |
| Q55 |
Did the CRA state the agency he/she was calling from? |
Yes or No |
| Q56 |
The CRA with whom you interacted with was he/she courteous and professional? |
Yes or No |
| Q57 |
Overall were you satisfied with the service you received? |
Yes or No |
| If No, please explain |
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[Q58] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the live agent chat representative seemed to fully understand my question. |
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| [Q59] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the live agent chat representative was polite. |
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| [Q60] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the live agent chat representative did not rush me. |
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| [Q61] On a scale from 1 to 5, where 1 you strongly disagree and 5 is strongly agree, the live agent chat representative answered my question promptly. |
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| [Q62] |
| Did the live agent chat representative give you the information you needed? |
| Yes |
| No |
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| [Q62] |
| Did Emma, USCIS’ virtual assistant give you the information you needed? |
| Yes |
| No |
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| [Q63] |
| What information did Emma, USCIS’ virtual assistant, not provide you during your interaction? |
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| [Q64] What can USCIS do to improve your experience with Emma, our virtual assistant? |
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