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pdfThe National Maritime Center Customer Feedback Form
Welcome to the National Maritime Center Customer Feedback Portal
OMB 1601-0014
Expires 04/30/2018
The U.S. Coast Guard National Maritime Center is committed to
providing you with excellent service. Please help us improve our
processes by commenting on your experience. Your feedback is vital to
our efforts to continuously improve our product delivery.
At various places within the survey there are easily identifiable links
(underlined blue text hyperlinks) to websites, e-mail addresses, and/or
specific documents to aid your completion of the survey.
Please do not include any personally identifiable information (PII) in your answers. PII
means any information that permits the identity of an individual to be directly or indirectly
inferred, including any other information which is linked or linkable to that individual.
Privacy Notice
Authority: Executive Order 12862 authorizes the collection of this information.
Purpose: The National Maritime Center (NMC) will use this information to determine the kind and quality of services our customers want and
expect, as well as your satisfaction with Coast Guard’s services.
Routine Uses: NMC personnel and contractors or other agents will use this information to assist in continual improvement of our services.
Additionally, NMC will share aggregate satisfaction scores with the public via the National Maritime Center’s website.
Disclosure: Furnishing this information (including your Reference number) is voluntary.
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The National Maritime Center Customer Feedback Form
Survey Portal
We kindly ask that you rate each service you used individually. You will have the opportunity
to comment on more than one service by responding "Yes" to "Would you like to comment
on another service..." at the end of each section. You will then be able to choose another
service to rate. You may rate each service only once. If you want to rate the service more
than once (i.e., if you took two different kinds of examinations) you will need to exit the
survey and restart it.
* 1.
What National Maritime Center services did you use? (Choose one to
begin your feedback.)
Applied for a Merchant Mariner Credential
Applied for a Medical Certificate
Applied for a Course or Program Approval
Customer Service Center (Call Center, Live Chat, e-mail)
National Maritime Center Website (NOT Homeport)
**Homeport
Took an examination
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The National Maritime Center Customer Feedback Form
Merchant Mariner Credential Application Experience
Please tell us about your experience applying for an Merchant Mariner Credential (MMC).
* 2.
For what type of credential did you apply? (Check all that apply.)
Officer
Qualified rating
STCW
Entry level
3. Transaction type requested. (Check all for which you applied.)
Original
Renewal
Duplicate
Raise of grade, new endorsement or increase in scope
Certificate of registry
Document of continuity
3
* 4.
Please provide feedback on your Merchant Mariner Credential
application experience.
Strongly agree
Agree
Slightly agree
Slightly disagree
Disagree
Strongly disagree
I was able to submit a
complete application
package.
The time to issue my
credential met my
expectations.
The credential I received
is accurate.
The credential I received
is in good physical
condition.
Communication I received
from the National
Maritime Center was
professional in nature.
Communication I received
from the National
Maritime Center was
clear and easily
understood.
You may contact the National Maritime Center at 1-888-IASKNMC; e-mail
[email protected]; Chat, https://www.dco.uscg.mil/national_maritime_center/.
* 5.
Which method did you use to submit your application to the Regional
Examination Center (REC)?
E-mail
United States Postal Service
Fax
In person
Other (please specify)
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6. I have additional feedback regarding my Merchant Mariner
Credential application experience and I classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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MMC E-Mail Submittal Experience
Please tell us about your merchant mariner credential application e-mail submittal experience.
* 7.
I was able to submit my application in _____ e-mail(s).
1
2-3
3-5
Greater than 5
* 8.
How likely will you submit your application via e-mail in the future?
Very likely
Likely
Somewhat likely
Somewhat unlikely
Unlikely
Very unlikely
9. I have additional feedback on the e-mail submittal experience and I
classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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Regional Examination Center (REC) Experience for Merchant Mariner Credential
Please tell us about your Regional Examination Center (REC) experience submitting your MMC application.
* 10.
* 11.
Which Regional Examination Center (REC) did you use?
Please provide feedback.
Strongly agree
Agree
Somewhat agree
Somewhat
disagree
Disagree
Strongly disagree
The REC staff was
professional.
The REC staff was able
to address my questions
promptly
The REC was clean and
neat.
12. I have additional feedback regarding my experience at the REC and
I classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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Used services other than Merchant Mariner Credential?
* 13.
Would you like to comment on any of our other services (i.e.,
Medical Certificate application, website, call center, course approvals,
Homeport, examinations)?
Yes
No
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The National Maritime Center Customer Feedback Form
Medical Certificate application experience
Please provide feedback on your medical certificate application experience.
* 14.
How did you submit your Medical Certificate application?
E-mailed to [email protected]
In person at a Regional Examination Center (REC)
E-mailed to an REC
* 15.
Please provide feedback.
Somewhat
Strongly agree
Agree
Somewhat agree
disagree
Disagree
Strongly disagree
I was able to submit a
complete application
package.
The time to issue
my medical certificate met
my expectations.
The medical certificate I
received is accurate.
The medical certificate I
received is in good
physical condition.
You may contact the National Maritime Center at 1-888-IASKNMC; e-mail
[email protected]; Chat, www.uscg.mil/nmc.
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* 16.
Following the instructions on Form 719K or 719K/E (the Medical
Certificate application) was _________ for me.
Very easy
Easy
Somewhat easy
Somewhat difficult
Difficult
Very difficult
If you had difficulty with the forms, where did you experience the difficulty?
* 17.
Did your medical practitioner indicate any problems with the forms?
Yes
No
If you answered, "yes", what issues did the practitioner indicate?
18. I have additional feedback regarding my Medical Certificate
application experience and I classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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MEDAIP E-Mail Submittal Experience
Please tell us about your medical certificate application e-mail submittal experience.
* 19.
I was able to submit my application in _____ e-mail(s).
1
2-3
3-5
Greater than 5
* 20.
How likely will you submit your application via e-mail in the future?
Very likely
Likely
Somewhat likely
Somewhat unlikely
Unlikely
Very unlikely
21. I have additional feedback on the e-mail submittal experience and I
classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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Regional Examination Center (REC) Experience for Medical Certificate
Please tell us about your Regional Examination Center (REC) experience submitting you medical certificate application.
* 22.
* 23.
Which Regional Examination Center (REC) did you use?
Please provide feedback.
Somewhat
Strongly agree
Agree
Somewhat agree
disagree
Disagree
Strongly disagree
The REC staff was
professional.
The REC staff was able
to address my questions
promptly
The REC was clean and
neat.
24. I have additional feedback regarding my experience at the REC and
I classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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Used other services in addition to applying for a Medical Certificate?
* 25.
Would you like to comment on any of our other services
(i.e., website, Customer Service Center, course approvals, Homeport,
examinations)?
Yes
No
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The National Maritime Center Customer Feedback Form
Website Experience
* 26.
* 27.
How did you access our website?
Desktop computer
Tablet
Laptop
Smart phone
Please provide feedback on our website.
Strongly agree
Agree
Slightly agree
Slightly disagree
Disagree
Strongly disagree
The website provided the
information I needed to
allow me to conduct my
business.
The website was easy to
navigate.
The website was able to
answer my questions.
* 28.
How likely are you to use our website again?
Very likely
Likely
Somewhat likely
Somewhat unlikely
Unlikely
Very unlikely
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29. I have additional feedback regarding my experience with the NMC
website and I classify my feedback as
Positive
Negativ
Other
e
My feedback is:
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Used services other than the website?
* 30.
Would you like to comment on any of our other services (i.e.,
Merchant Mariner Credential application, Medical Certificate application,
Customer Service Center, course approvals, Homeport, examinations)?
Yes
No
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Customer Service Center Features
* 31.
Which Customer Service Center feature(s) did you use?
Telephone
Live Chat system
E-mail
* 32.
Please rate your interaction with our Customer Service Center
representative.
Extremely professional
Very professional
Somewhat professional
Not so professional
Not at all professional
33. The Customer Service Center was able to address my questions
promptly.
Yes
No, I was referred to someone else
No
If you answered "No" to the above, please explain
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Customer Service Center Transfers
* 34.
The person to whom I was referred
Strongly agree
Agree
Slightly agree
Slightly disagree
Disagree
Strongly disagree
Was professional
Was knowledgable
Was able to help me
35. I have additional feedback regarding my referral and I classify
my feedback as
Positive
Negativ
e
Other
My feedback is:
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Customer Service Center Experience
* 36.
How likely are you to use our Customer Service Center again?
Very likely
Likely
Somewhat likely
Somewhat unlikely
Unlikely
Very unlikely
37. I have additional feedback regarding my Customer Service Center
experience and I classify my feedback as
Positive
Negativ
Other
e
My feedback is:
* 38.
Would you like to comment on any of our other services (i.e.,
Merchant Mariner Credential application, Medical Certificate
application, website, course approvals, Homeport, examinations)?
Yes
No
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Regional Examination Center (REC) experience for examination
Please tell us about your experience at the Regional Examination Center (REC) examination facility or with the
examination.
* 39.
What type of examination did you take?
Open Book Renewal Examination
Academy Examination
Local Knowledge/Chart Sketch Examination
Standard Examination
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The National Maritime Center Customer Feedback Form
Renewal Take Home Examination
Please tell us about your take home examination experience.
* 40.
Which Regional Examination Center (REC) did you use?
* 41.
Was your examination mailed to the correct address?
Yes
No
* 42.
Were you mailed the correct examination?
Yes
No
* 43.
Were the examination instructions adequate?
Yes
No
* 44.
The renewal take home examination process (slide circle on bar to
desired rating)
Exceeded my expectations
Met my expectations
Below my expectations
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45. I have additional feedback about my take home examination
experience and I classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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Took an examination at an academy
46. At which academy did you test?
California Maritime Academy
Great Lakes Maritime Academy
Maine Maritime Academy
Massachusetts Maritime Academy
State University of New York Maritime College
Texas A&M Maritime Academy
U.S. Merchant Marine Academy
I tested at a Regional Examination Center
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The National Maritime Center Customer Feedback Form
Academy examination
* 47.
Please provide feedback on your examination experience.
Somewhat
Strongly agree
Agree
Somewhat agree
disagree
Disagree
Strongly disagree
The REC examination
staff was professional.
The examination facilities
were suitable for testing.
The examination facilities
provided appropriate
materials for my tests.
48. I have additional feedback regarding my examination experience
at an academy or with the examination process and I classify my
feedback as
Positive
Negativ
e
Other
My feedback is:
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The National Maritime Center Customer Feedback Form
In-Regional Examination Center (REC) examination
Please tell us about your examination experience.
* 49.
Which Regional Examination Center (REC) did you use?
50. How did you schedule your examination?
Through the Customer Service Center
Via the NMC Website
Directly with the Regional Examination Center
* 51.
Were the examination hours of operation satisfactory for your
needs?
Yes
No
* 52.
Please provide feedback on your examination experience.
Somewhat
Strongly agree
Agree
Somewhat agree
disagree
Disagree
Strongly disagree
The REC examination
staff was professional.
The REC examination
facilities were suitable for
testing.
The examination facilities
provided appropriate
materials for my tests.
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53. I have additional feedback regarding my experience at the REC or
with the examination process and I classify my feedback as
Positive
Negativ
Other
e
My feedback is:
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The National Maritime Center Customer Feedback Form
Used services other than examination services?
* 54.
Would you like to comment on any of our other services (i.e.,
Merchant Mariner Credential application, Medical Certificate application,
examination, customer service center, course approvals, Homeport)?
Yes
No
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The National Maritime Center Customer Feedback Form
Homeport
Note: Homeport website is not managed by the National Maritime Center. We will use your feedback to let them know how well it is meeting
your needs.
* 55.
I used Homeport to:
Verify a credential
Check the status of my application
Print a certificate
Calculate sea service
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The National Maritime Center Customer Feedback Form
Homeport use for other than course submission services
Note: Homeport website is not managed by the National Maritime Center. We will use your feedback to let them know how well it is meeting
your needs.
56. Was this your first time using Homeport?
Yes
No
57. I am satisfied with Homeport.
Very satisfied
Satisfied
Somewhat satisfied
Somewhat dissatisfied
Dissatisfied
Very dissatisfied
58. I have additional feedback regarding my Homeport experience and I
classify my feedback as
Positive
Negativ
Other
e
My feedback is:
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Used services other than Homeport?
* 59.
Would you like to comment on any of our other services (i.e.,
Merchant Mariner Credential application, Medical Certificate application,
Customer Service Center, course approvals, examinations)?
Yes
No
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The National Maritime Center Customer Feedback Form
Course/Program Approval Experience
60. Please provide your ATID (optional).
Your ATID may be found in the upper right corner of any correspondence you have received from us.
Enter numbers only
* 61.
I received communication from the Course Approvals branch in the
following ways: (check all that apply)
Awaiting Information letter
Approval letter
Phone call
Denial letter
E-mail
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* 62.
Please tell us about our communication with you.
Somewhat
Strongly agree
Agree
Somewhat agree
disagree
Disagree
Strongly disagree
Communication was
professional in nature.
Communication was
clear; easily understood.
Communication was
correct (accurate).
The Course Approvals
branch was able to
resolve any questions
with one contact.
Customer service
provided by the Course
Approvals branch was
professional.
The Course Approvals
information on the
National Maritime Center
(NMC) website met my
needs.
The timeliness of my
approval was within my
expectations.
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The National Maritime Center Customer Feedback Form
Course/Program Approvals
63. Which source(s) did you use to learn how to submit your package?
Choose all that apply.
NMC Website
Course/Program Approval Submittal Checklist
NVIC 03-14
Code of Federal Regulations (CFR) 46CFR10.402
Other (please specify)
* 64.
Were submittal requirements clear?
Yes
No
* 65.
How did you submit your course/program approval request?
E-mail
Homeport
U.S. Postal Service
Fax
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E-mail course approval submittal experience
* 66.
I was able to submit my request in __ e-mails.
1
2-3
3-5
greater than 5
Did you know that large file uploads may be submitted via our Homeport site? Click here to
obtain a Homeport account.
* 67.
How likely will you submit your requests via e-mail in the future?
Very likely
Likely
Somewhat likely
Somewhat unlikely
Unlikely
Very unlikely
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The National Maritime Center Customer Feedback Form
Homeport Website
Note: Homeport website is not managed by the National Maritime Center. We will use your feedback to let them know how well it is meeting
your needs.
* 68.
Was this your first time using Homeport?
Yes
No
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The National Maritime Center Customer Feedback Form
Homeport Experience
Note: Homeport website is not managed by the National Maritime Center. We will use your feedback to let them know how well it is meeting
your needs.
* 69.
How easy was obtaining a Homeport account?
Very easy
Easy
Somewhat easy
Somewhat difficult
Difficult
Very difficult
* 70.
I found Homeport easy to use.
Strongly Agree
Agree
Somewhat agree
Somewhat disagree
Disagree
Strongly disagree
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* 71.
How likely will you use Homeport for your next course or program
approval?
Very likely
Likely
Somewhat likely
Somewhat unlikely
Unlikely
Very unlikely
72. I have additional feedback regarding my Homeport experience and I
classify my feedback as
Positive
Negativ
e
Other
My feedback is:
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The National Maritime Center Customer Feedback Form
U. S. Postal Service
73. Why did you choose to use the U.S. Postal Service to submit your
course/program approval request?
I am most comfortable using the U.S. Postal Service rather than e-mail or Homeport.
I do not have a Homeport account.
I did not know I could submit my application any other way.
My request package was too big to e-mail or upload.
Click here to request a Homeport account. Click here for our e-mail address.
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The National Maritime Center Customer Feedback Form
Course Approval Summary
74. I have additional comments regarding my Course Approval
experience and I classify my feedback as
Positive
Negativ
Other
e
My feedback is:
* 75.
Would you like to comment on any of our other services (i.e.,
Merchant Mariner Credential application, Medical Certificate application,
Customer Service Center, website, examinations)?
Yes
No
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The National Maritime Center Customer Feedback Form
Used additional services?
Please continue to rate any of our other services that you used. You will have the
opportunity to comment on more than one service by responding "Yes" to "Would you like to
comment on another service..." at the end of each section. You will then be able to choose
another service to rate. You may rate each service only once. If you want to rate the service
more than once (i.e., if you took two different kinds of examinations) you will need to exit the
survey and restart it.
* 76.
What National Maritime Center services did you use? (Choose
another service to continue with your feedback.)
Applied for a Merchant Mariner Credential
Applied for a Medical Certificate
Applied for a Course or Program Approval
Customer Service Center (Call Center, Live Chat, e-mail)
National Maritime Center Website (NOT Homeport)
**Homeport
Took an examination
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The National Maritime Center Customer Feedback Form
Already Completed
You have already completed that portion of the survey. You wil be
directed to the end of the survey.
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The National Maritime Center Customer Feedback Form
End of Survey
Thank you for your feedback.
* 77.
Overall, how satisfied are you with the National Maritime Center's
services?
Highly Satisfied
Satisfied
Somewhat satisfied
Somewhat dissatisfied
Dissatisfied
Highly dissatisfied
78. Would you like us to contact you?
Please note: there is a delay between survey submittal and being contacted of up to 60 days.
Yes
No
If you would like to discuss any of the National Maritime Center's services further, please
contact us at 1-888-IASKNMC; e-mail [email protected]; Chat,
https://www.dco.uscg.mil/national_maritime_center/.
PAPERWORK REDUCTION ACT NOTICE
An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a valid OMB
control number. The Coast Guard estimates that the average burden for this report is 8 minutes. You may submit any comments concerning
the accuracy of this burden estimate or any suggestions for reducing the burden to: Commanding Officer, United States Coast Guard, National
Maritime Center, 100 Forbes Drive, Martinsburg, WV 25404 or Office of Management and Budget, Paperwork Reduction Project (OMB Control
Number 1601-0014), Washington, D.C. 20503.
For the latest information on mariner credentialing visit our web site athttps://www.dco.uscg.mil/national_maritime_center/.
The National Maritime Center is an ISO 9001:2015 compliant organization.
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The National Maritime Center Customer Feedback Form
Contact Me
79. Reference Number
80. I prefer contact by
Telephone
E-mail
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| File Type | application/pdf |
| File Title | View Survey |
| File Modified | 2020-06-25 |
| File Created | 2020-05-04 |