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USCIS International Offices Score High in Customer Satisfaction

USCIS International Offices Score High in Customer Satisfaction

USCIS international offices earned high ratings in customer satisfaction based on recently released survey results. Customers provided feedback on service quality in several areas, such as timeliness, respectfulness, communication skills, quality of the response, and overall service. The survey was available in 18 languages and used the American Customer Satisfaction Index, which is a way to measure satisfaction against benchmarks from across the federal government and private industry.

The USCIS Refugee, Asylum and International Operations Directorate (RAIO) and the Office of Policy and Strategy’s Research and Evaluation Division conducted the survey during Fiscal Year 2013. All 25 international field offices collected a total of 2,132 responses in person and online.

Key findings include:

  • The overall satisfaction score for USCIS international offices was 89 out of 100--21 points higher than the most recent federal government average for customer satisfaction.
  • Customers were overwhelmingly satisfied (93 out of 100) with USCIS employees' respectfulness, communication skills and comprehension of customer issues.
  • The USCIS website (uscis.gov) generally met customer needs, but some people said improvements would enhance the overall experience.

 

Last Reviewed/Updated: 03/05/2014