1-780 NICS Annual Customer Satisfaction Survey for Federal Fir

NICS Annual Customer Satisfaction Survey

For Federal Firearms Licensees (FFLs)

1-780 (Rev. 8-3-2007)

Forms Approved

OMB No. 1110-0035 (Rev. 1-31-08)

The FBI’s Criminal Justice Information Services (CJIS) Division’s National Instant Criminal Background Check System (NICS) Section is conducting a voluntary survey of a random sampling of FFLS. The NICS Section would like to utilize the feedback you provide to improve the customer service that we provide to you, our customer.

Please take a few minutes to complete this survey. This survey may be handwritten or typewritten and may be faxed, mailed, or e-mailed to the NICS Section at the following address or contact numbers:

Federal Bureau of Investigation

National Instant Criminal Background Check System Section

Enhancement, Development, Analysis, and Strategy Team

Module A-3

Post Office Box 4278

Clarksburg, WV 26302-4278

or

Fax to 1-888-550-6427

or

E-mail to nsnider@leo.gov

Thank you for participating in this survey.

U

1-780 (8-3-2007)

nder the Paperwork Reduction Act, a person is not required to respond to a collection of information unless it displays a valid OMB control number. The FBI NICS Section tries to create forms and instructions that are clear and accurate, can easily be understood, and which impose the least possible burden to you to provide us with information. The estimated average time to complete this survey is 45 minutes. If you have comments regarding the accuracy of this estimate or suggestions for making this survey simpler, you can write to the FBI NICS Section, Post Office Box 4278, Clarksburg, West Virginia 26302-4278.

General Questions about the NICS Section
1. How frequently does your business contact the NICS Section Customer Service? (not the Contracted Call Center for the initiation of background checks) Daily Weekly Monthly Every few months Semi-annually Do not use (Skip to Question 7)
2. How do you contact the NICS Section (not the Contracted Call Center)? (check all that apply) Telephone U.S. Postal Service E-mail Fax Other (please specify) _______________________________________
3. If you contact the NICS Section Customer Service, what was the purpose of your contact? (Check all that apply) Status Checks Questions VAF Check Enrollment To make a complaint Initiate a background check when the Contracted Call Center is busy Other (please specify) ________________________________________
4. How would you rate your interactions with the NICS Section? 1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable 1 2 3 4 5 6
General Questions about the NICS Section
5. If you encountered a positive experience, what made it positive?
6. If you encountered a negative experience, what made it negative?
FFL NICS Liaison Specialist
7. How often has your business contacted the FFL NICS Liaison Specialist? Daily Every few months Weekly Semi-annually Monthly Never (If never, skip to Question 12)
8. In what areas did the FFL NICS Liaison Specialist assist you?
9. Please use the following rating system to rate your experience with the FFL NICS Liaison Specialist: 1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable a. Professionalism 1 2 3 4 5 6
b. Updates regarding NICS changes that may affect your business 1 2 3 4 5 6
c. Timeliness in resolving your concern 1 2 3 4 5 6
d. Courteousness 1 2 3 4 5 6
e. Overall satisfaction 1 2 3 4 5 6
FFL NICS Liaison Specialist
10. Are there any services the FFL NICS Liaison Specialist could assist you with that are not currently provided?
11. Do you have any comments or suggestions related to the FFL NICS Liaison Specialist?

NICS E-Check

12. Are you currently enrolled in the NICS E-Check?

YES NO (Skip to Question 19)

13. How would you rate your experience with the NICS E-Check

enrollment process?

1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable

a. Ease of enrollment

1 2 3 4 5 6

b. Length of time it takes to enroll

1 2 3 4 5 6

14. How would you rate the availability of the NICS E- Check?

1=Not reliable most of the time

2=Reliable some of the time

3=Reliable most of the time

4=Reliable all of the time

5=Not applicable

1 2 3 4 5

15. How satisfied are you with the user friendliness of the NICS E-Check?

1=Extremely dissatisfied 2=Dissatisfied 3=Somewhat dissatisfied

4=Satisfied 5=Extremely Satisfied

1 2 3 4 5

NICS E-Check
16. What features of the NICS E-Check do you find difficult to use and why?
17. What features of the NICS E-Check do you find easy to use and why?
18. What services would you like to see added to the NICS E-Check?
Fax on Demand
19. Have you ever used Fax on Demand? YES NO (If no, skip to Question 23)
20. How would you rate your experience with Fax on Demand? 1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable a. Ease of use 1 2 3 4 5 6 b. Timeliness 1 2 3 4 5 6
21. What documents did you obtain via the Fax on Demand? (check all that apply): NICS Appeal Brochure NICS E-Check Enrollment Forms Guide for Obtaining Your FBI Identification Record NICS Voluntary Appeal File Brochure NICS Voluntary Appeal File Brochure (Spanish) NICS General Information
22. Are there any documents that are not currently located on Fax on Demand that you would like to be able to obtain through the Fax on Demand feature?

Requests

23. Would you like to receive information on any of the following?

(Check all that apply)

Fax on Demand

FFL NICS Liaison Specialist

Enrolling in the NICS E-Check

Other ______________________________________________________

24. How would you like us to send this information to you?

Telephone Name ________________________________________

Number ________________________________________

By Mail Name ________________________________________

Address ________________________________________

________________________________________

E-mail Name ________________________________________

E-mail ________________________________________

Fax Name ________________________________________

Number ________________________________________

Other ________________________________________

I do not wish to be contacted.

General

25. When you are transferred to the NICS Section personnel from the

Contracted Call Center for a delayed transaction, would you prefer:

To be placed on hold for up to a few minutes while we research

the transaction in an attempt to gain a final status while you

are on hold.

To be called back at a later time with the results.

Other (Please specify)

26. If you are willing to hold, how long would you be willing to wait on

the phone while we conduct research to attempt reach a final

status:

1 minute 2 minutes 3 minutes 4 minutes

5 minutes Longer than 5 minutes Other _____________________

27. Do you have any other comments that would allow us to provide

improved customer service?

General

28. The NICS Section strives to give our customers exceptional service

every day in all areas. If you have received service that was below

or above your normal expectations, we would like to hear about it.

If you wish to comment on more than one employee, please

provide their name, Brady Identification number, and describe the

service they provided.

29. May we contact you regarding any of your concerns or answers?

YES NO

30. If you answered yes to Question 29, how do you wish to be contacted?

Telephone Name ____________________________________

Number ____________________________________

By Mail Name ____________________________________

Address ____________________________________

E-mail Name ____________________________________

E-mail ____________________________________

Fax Name ____________________________________

Number ____________________________________

Other ___________________________________

I do not wish to be contacted.

Please provide any additional comments:

Thank you for your participation in this survey.

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