Chapter 7 – Assessing Customer Satisfaction and Continuous Service Improvement
Customer satisfaction is generally understood to be the sense of satisfaction that customers feel when comparing their expectations with the actual service the customer received. In order to improve customer service, USCIS conducts periodic assessments of customer satisfaction.
B. Assessing Customer Satisfaction
1. National Customer Service Center (NCSC)
USCIS conducts telephone interviews every month with customers who have called the NCSC within the past 90 days. USCIS may contract with a private company to execute this task. The interviews that are conducted represent a statistically valid sample. At least 20 percent of these interviews are conducted in the Spanish language.
Interview questions assess satisfaction with each component of the NCSC. USCIS develops the telephone interview questions in conjunction with the contracted company. These questions are reviewed annually for applicability and usefulness in assessing overall satisfaction with the services provided by the NCSC.
2. InfoPass Appointments
Field offices may provide customer satisfaction feedback forms in their waiting rooms. If such forms are provided, field offices should also provide customers a place within the office to deposit their feedback forms. Offices should not distribute legacy-INS Report of Complaint (Form I-847).
3. USCIS Website
In February 2010, USCIS, through its Office of Communications, implemented the American Customer Satisfaction Index (ACSI) Survey on the USCIS website. This recognized instrument is a randomized, pop-up, online survey offered to users of the USCIS website. By participating in this survey, USCIS became part of the E-Government Satisfaction Index and joined more than one hundred other government organizations and agencies that have already implemented this survey and are receiving feedback.
USCIS reviews the results of the survey on a quarterly basis and identifies opportunities for improvement on the USCIS website. Survey data also informs USCIS where resources might best be used to affect overall customer satisfaction.
Survey questions are designed to gauge the overall user experience and customer satisfaction with USCIS’s website. Survey questions address the following USCIS website elements:
•Search function; and
•Performance (for example, speed).
A 10-point scale is used in survey questions. These individual scores are grouped according to the performance area, then weighted and translated into a 100-point customer satisfaction score. The survey also contains open-ended questions. Responses to these questions are examined for specific feedback and recommendations USCIS can implement on the site.
USCIS also reviews a wide assortment of research papers and other products available from the survey administrator to help USCIS in data gathering, analysis, and site improvement activities.