During fiscal year 2012, the USCIS Refugee, Asylum and International Operations Directorate and the Office of Policy and Strategy’s Research and Evaluation Division designed and implemented a customer satisfaction survey for asylum applicants. The survey asked customers, in the top 12 languages used by asylum applicants, to evaluate their asylum interview and overall asylum office visit. A total of 933 survey responses were collected from all eight USCIS asylum offices. The summary and full report of the results, which includes a copy of the survey, is now available.
Key findings from the survey include:
Front desk staff received an overall satisfaction rating of 94 out of 100.
Satisfaction with asylum officers had the highest impact on overall customer satisfaction. The satisfaction rating for asylum officers was 89 out of 100.
The overall Customer Satisfaction Index for USCIS Asylum Offices was 87 out of 100—about 20 points higher than the latest federal government average for customer satisfaction.