U.S. Department of Homeland Security U.S. Citizenship and Immigration Services Annual Customer Satisfaction Survey 2016 E-Verify Final Report IA# 20213 A6 March 2017 1 Final Report Table of Contents U.S. Department of Homeland Security ................................................................................................ 1 U.S. Citizenship and Immigration Services .......................................................................................... 1 EXECUTIVE SUMMARY ........................................................................................................................... 5 Introduction ............................................................................................................... 5 Methodology .............................................................................................................. 5 Findings ..................................................................................................................... 7 Priority Matrix ............................................................................................................ 9 Additional Data ........................................................................................................ 10 Conclusions/Recommendations .............................................................................. 10 DETAILED REPORT ............................................................................................................................... 11 Introduction ............................................................................................................. 11 Methodology ............................................................................................................ 11 Customer Satisfaction Models ................................................................................. 13 Customer Samples and Data Collection .................................................................. 18 DETAILED FINDINGS ............................................................................................................................ 25 Customer Satisfaction Index ................................................................................... 25 Drivers of Satisfaction Results ................................................................................. 28 USCIS E-Verify Customer Satisfaction Models ....................................................... 32 Priority Matrix .......................................................................................................... 34 Non-Modeled Components ..................................................................................... 35 System Integrity ....................................................................................................... 43 Outreach and Communications ............................................................................... 44 Outcomes ................................................................................................................ 49 Overall Findings and Recommendations ................................................................. 50 APPENDIX A: SURVEY QUESTIONNAIRE .......................................................................................... 52 E-Verify Customer Survey 2016 .............................................................................. 52 APPENDIX B: NON-MODELED RESPONSES ...................................................................................... 70 APPENDIX C: MODELED RESULTS/INDEX SCORE TABLES ........................................................... 95 APPENDIX D: VERBATIM COMMENTS ............................................................................................. 146 POINTS OF CONTACT ......................................................................................................................... 218 2 Final Report Table of Figures Figure 1 - E-Verify CSI Scores ...................................................................................... 7 Figure 2 – New Enrollees Priority Matrix ....................................................................... 9 Figure 3 – Existing Users Priority Matrix ....................................................................... 9 Figure 4 – CSI Model Explanation .............................................................................. 13 Figure 5 – Drivers of Customer Satisfaction ............................................................... 14 Figure 6 – Customer Satisfaction Outcomes .............................................................. 15 Figure 7 – Non Modeled Components ........................................................................ 15 Figure 8 – CSI Model Illustration ................................................................................. 17 Figure 9 – All. Recent. Far Response Rates ............................................................... 19 Figure 10 – New and Existing Users Completes ......................................................... 19 Figure 11 – State Distribution ..................................................................................... 20 Figure 12 – Number of Employees ............................................................................. 22 Figure 13 – Considered Small Business ..................................................................... 22 Figure 14 – Primary Industry ....................................................................................... 22 Figure 15 – Organization Description and Frequency of Use ..................................... 24 Figure 16 – Trending E-Verify CSI Scores .................................................................. 25 Figure 17 - E-Verify Customer Satisfaction Index ....................................................... 26 Figure 18 – ACSI Comparison .................................................................................... 27 Figure 19 – Using E-Verify Scores .............................................................................. 29 Figure 20 – TNC Resolution Process Scores ............................................................. 30 Figure 21 – Photo Matching Scores ............................................................................ 31 Figure 22 – New Enrollees CSI Model ........................................................................ 32 Figure 23 – Existing Users CSI Model ........................................................................ 33 Figure 24 – New Enrollees Priority Matrix ................................................................... 34 Figure 25 – Existing Users Priority Matrix ................................................................... 34 Figure 26 – Registration Scores ................................................................................. 36 Figure 27 – Tutorial Scores ......................................................................................... 37 3 Final Report Figure 28 – Customer Service – Phone Scores .......................................................... 39 Figure 29 – Customer Service – E-mail Scores .......................................................... 40 Figure 30 – Technical Assistance Scores ................................................................... 41 Figure 31 – Internet Use – Interest in using Internet Help Scores .............................. 42 Figure 32 – System Integrity – Policies and Safeguards Charts ................................. 43 Figure 33 – System Integrity – Policies and Safeguards Tables ................................. 43 Figure 34 – How Did You Learn About E-Verify .......................................................... 44 Figure 35 – How Did You Learn About E-Verify Requirements .................................. 45 Figure 36 – When Did Your Company Sign Up For E-Verify ...................................... 46 Figure 37 – Likelihood To Continue Using E-Verify .................................................... 46 Figure 38 – Preferred Contact Method Charts ............................................................ 47 Figure 39 – Preferred Method About Hearing Changes .............................................. 48 Figure 40 – Preferred Method For Receiving Help...................................................... 48 Figure 41 – Outcome Behavior Scores ....................................................................... 49 Figure 42 - 2015 v 2016 Demographics ...................................................................... 71 Figure 43 - New v Existing Demographics .................................................................. 84 Figure 44 - All (Cross-Section) .................................................................................... 96 Figure 45 - New Enrollees ........................................................................................ 100 Figure 46 - Existing Users ......................................................................................... 104 Figure 47 - Recent Users Score Table ...................................................................... 108 Figure 48 - FAR Users Score Table .......................................................................... 112 Figure 49 - Consider Small Business Scores ............................................................ 116 Figure 50 - How Many Do You Employ Scores ......................................................... 121 Figure 51 - How Many Do You Employ Scores (cont.) .............................................. 125 Figure 52 - When Did Your