OMB
No. 1110-0042 Expires
on 10-31-2010
Under
the Paperwork Reduction Act, a person is not required to respond to
a collection of information unless it displays a valid OMB control
number. We try to create forms and instructions that are accurate,
can be easily understood, and which impose the least possible burden
to you to provide us with information. The estimated average time
to complete the survey is three minutes. If you have comments
regarding the accuracy of this estimate or suggestions for making
this form more simple, write to the AGMU, CJIS Division, FBI, 1000
Custer Hollow Road, Clarksburg, WV 26306.
FEDERAL BUREAU OF INVESTIGATION
CRIMINAL JUSTICE INFORMATION SERVICES (CJIS) DIVISION
2004 CUSTOMER SATISFACTION SURVEY
NATIONAL INSTANT CRIMINAL BACKGROUND CHECK SYSTEM (NICS)
FEDERAL FIREARMS LICENSEES (FFLS)
Please answer the following questions pertaining to the contracted Call Center.
How frequently does your business contact the FBI NICS contracted Call Center?
□ Daily □ Weekly □ Monthly □ Every few months □ Semi-annually
□ Do not use (Go to question 8)
2. Has the FBI NICS contracted Call Center ever been unavailable when you called?
□ Yes □ No
If yes, please explain.
3. When you contact the contracted Call Center (not the FBI NICS) to initiate a NICS background check, how would you rate their assistance?
□ Excellent □ Good □ Adequate □ Fair □ Poor
□ Have not used
4. When you contact the FBI NICS contracted Call Center for background checks, do you receive a final response while on the telephone for the majority of cases?
□ Yes □ No
5. For those transactions, how long are you on the telephone on average?
□ Less than one minute □ One to two minutes □ Three to five minutes
□ More than five minutes
6. How would you rate your satisfaction level with the length of time you are on the telephone for those transactions?
□ Excellent □ Good □ Adequate □ Fair □ Poor
7. How would you rate your satisfaction with the transferring of delayed transactions from the contracted Call Center to the FBI NICS Section while you are still on the phone?
□ Excellent □ Good □ Adequate □ Fair □ Poor
Please explain.
(Over)
Please answer the following questions pertaining to the FBI NICS Section.
8. How frequently does your business contact the FBI NICS Section?
□ Daily □ Weekly □ Monthly □ Every few months □ Semi-annually □ Do not use
If you selected "do not use" for questions one and eight, please end the survey.
9. Has the FBI NICS Section Customer Service Unit ever been unavailable when you called?
□ Yes □ No
If yes, please explain.
10. How would you rate the FBI NICS Customer Service Unit's service when you contact them for status checks?
□ Excellent □ Good □ Adequate □ Fair □ Poor □ Have not used
11. How would you rate the FBI NICS Customer Service Unit's service when you contact them with questions?
□ Excellent □ Good □ Adequate □ Fair □ Poor □ Have not used
12. How would you rate the FBI NICS Customer Service Unit's service when you contact them to initiate a NICS background check (when the Call Center is busy)?
□ Excellent □ Good □ Adequate □ Fair □ Poor □ Have not used
13. For transactions not resolved while you are on the phone initiating a NICS background check, how long before you receive a final response from the FBI NICS Section on average?
□ Less than two work hours □ Between two to six work hours □ Same business day □ Next business day
□ Two to three business days □ More than three business days
14. For transactions not resolved while you are on the phone initiating a NICS background check, how would you rate your satisfaction level with the length of time it takes to receive a final response from the FBI NICS Section?
□ Excellent □ Good □ Adequate □ Fair □ Poor
15. Are you registered with the FBI NICS E-Check?
□ Yes □ No (If no, go to question 18.)
16. How would you rate your level of satisfaction with the FBI NICS E-Check?
□ Excellent □ Good □ Adequate □ Fair □ Poor
Comments.
17. Have you experienced any problems with the FBI NICS E-Check?
□ Yes □ No
If yes, please explain.
18. Overall, how would you rate the level of customer service provided by the FBI NICS Section?
□ Excellent □ Good □ Adequate □ Fair □ Poor
19. Provide comments/recommendations you have for the contracted Call Center, the FBI NICS Customer Service Unit, or any other comments/recommendations you have for the FBI NICS Section.
20. Provide comments/suggestions on how the CJIS Division might provide improved customer service to you.
21. Please tell us about yourself. This information is optional and will not be used to identify a specific respondent. We may use the provided information for follow-up or clarification.
FFL Number: ____________________________________________
Your State: ______________________________________________
Your Name: _____________________________________________
Position/Title: ___________________________________________
Agency Telephone Number: ________________________________
E-mail address: __________________________________________
Thank you for your time in answering these questions.
If you would like additional information on the FBI NICS E-Check or would like to enroll, you may contact the NICS Section Customer Service toll free at 1-877-444-NICS (6427) and select option 3 or access our Web site at www.nicsezcheckfbi.gov.
| File Type | application/octet-stream |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |