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TABLE OF CHANGES – USCIS Contact Center Survey

OMB Number: 1615-0121

Expiration Date: 03/31/18

Reason for Revision: OMB has requested new reporting requirements listed under the A-11, Section 280 which covers Customer Experience (CX) questions. OMB provided USCIS with eight new CX questions that need to be incorporated into the USCIS Contact Center survey tool. The USCIS Contact Center team has taken out questions from their original survey to replace and add the OMB mandated eight CX questions, at the beginning of the survey tool. These eight new CX questions will cover the exact reporting requirement OMB has requested of federal public facing agencies.

Legend for Proposed Text:

• Black font = Current text

• Purple font = Standard language

• Red font = Changes

Current Page Number and Section	Current Text	Proposed Text
Page 2, Web Questions	Page 2, Q2) USCIS recently introduced a virtual assistant named “EMMA” to the USCIS.gov website. EMMA is an interactive tool designed to help people answer common immigration questions. Have you heard about EMMA prior to this call? Answer: -Yes -No	Page 1 (to be placed on page 1) I am satisfied with the service I received from the USCIS Contact Center 1-800 number. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Page 5, Overall Satisfaction with the USCIS 1-800 line	Q10) What is the primary reason for your overall satisfaction with your experience using the USCIS 1-800-line? Answer: -Received all the information I needed from the 800-Line -Received some of the information I needed from the USCIS 1-800 Line -Received good service -It was quick and easy to use -The representative was polite -Other, please specify -Don’t Know/No Answer	Page 1 (to be placed on page 1) This interaction increased my confidence in the USCIS Contact Center 1-800 number. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Page 7-8 Satisfaction with the Interactive Voice Response (IVR) system	Q16) The recording was easy to understand Answer: -Scale from 1 to 7, where 1 is strongly disagree and 7 is strongly agree.	Page 1 (to be placed on page 1) This interaction increased my confidence in USCIS. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Page 12, Tier 2 Questions: Satisfaction with Immigration Services Officers (ISO)- Call Back Feature	Q35) Why did you choose not to utilize the Call Back Feature? Answer: -Open Ended	Page 1 (to be placed on page 1) My need was addressed. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Page 13, Tier 2 Questions: Satisfaction with Immigration Services Officers (ISO)- Call Back Feature	Q37) Why didn't you find the Call Back Feature helpful? Answer: -Open Ended	Page 1 (to be placed on page 1) It was easy to complete what I need to do. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Page 15, Demographics	Q47) We are almost done with the interview, I just need to ask a few more questions for statistical purposes. First, what is your primary language? Answer: -List language	Page 1 (to be placed on page 1) It took a reasonable amount of time to do what I needed to do. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Page 16, Demographics	Q49) And, from which time zone did you call the USCIS 1-800 line? Answer: -Eastern Standard Time -Central Standard Time -Mountain Standard Time -Pacific Standard Time -Other, please specify	Page 1 (to be placed on page I was treated fairly. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree
Filter Question: Tier 2 Questions: Satisfaction with Immigration Services Officers (ISO)- Call Back Feature	Page 12 Your call was identified as being directed to an Immigration Services Officer (ISO) Answer: -Open Ended	Page 1 (to be placed on page 1) Employees I interacted with were helpful. Answer: -Strongly Disagree -Disagree -Neutral -Agree -Strongly Agree

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