Form PPQ 2 PPQ 2 Quality Management Survey

According to the Paperwork Reduction Act of 1995, 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 valid OMB control number for this information collection is
0579-0377. The time required to complete this information collection is estimated to average .16 hours per response, including the time for
reviewing instructions, searching existing data sources, gathering maintaining the data needed, and completing and reviewing the
collection of information.

United States Department of Agriculture
Animal and Plant Health Inspection Service
Plant Protection and Quarantine

OMB Approved

0579-0377
Exp. XX/XX/XXXX

Quality Management Survey

Thank you for agreeing to take our brief survey. We need your valuable feedback to help us evaluate and improve our customer service. At
the end of the survey, you will be given the opportunity to comment or fully explain a previous answer.
1. Please check the types of communication you used to resolve a recent issue or obtain information.
Personal Contact
Internet
Fax
Telephone
E-mail
Regular mail
2.

How many times did you contact us before your issue was resolved or you obtained the information you needed?
Once
Twice
Three times
More than three times
The issue was not resolved, or I did not obtain the information I needed.

3.

If you used the phone to contact us, please tell us what you experienced?
Reached a Customer Service Representative
Received an automated message saying “system full”
Had no success in getting through
Reached an automated messaging service

4.

If you left a message, how long did it take for someone to respond?
Less than 1 business day
1-3 business days
No one returned my call
Not applicable

5.

If you e-mailed us, how long did it take for a response?
Less than 1 business day
1-3 business days
No one returned my call
Not applicable

6.

If you used our website, did you find the information you wanted?
Yes, all information
Some information
None of the information

Over 3 business days

Over 3 business days

7.

If you used our website, how did you hear about it?
Advertisement
Search engine
Word-of-Mouth
Brochure

8.

How would you describe your last contact with the PPQ Permit Unit?
My issue was completely resolved
My issue was partially resolved
My issue was not resolved
Not applicable

9.

Please rate our customer support services by checking the appropriate box:
Very Satisfied

Satisfied

Not applicable

Fact sheet
Other

Neutral

Dissatisfied

Very Dissatisfied

Length of time to respond to your
needs
Knowledge of our staff
Courtesy of our staff
Ability to resolve your issue
Willingness to resolve your issue
Helpfulness of website
Overall, rate your experience with
the PPQ Permit Unit
Comments:

NOTE: Please return to: USDA/APHIS/PPQ/PHP/RPM/CS, 4700 River Road, Unit 133, Riverdale, MD 20737, or fax to 301-734-5392.
PPQ FORM 2
FEB 2018