Firearms & Explosives Services Division Customer Service Survey

OMB No. 1140-0101 (XX/XX/XXXX)

US Department of Justice
Bureau of Alcohol, Tobacco, Firearms and Explosives
National Firearms Act Division
Firearms and Explosives Services Division

Customer Service Survey

Thank you for choosing to participate in this short survey. The survey's focus is
the customer service that is provided by the National Firearms Act Division
(NFA Division), the Firearms & Explosives Services Division (FESD), and their
branches:
Industry Processing Branch (NFA Division)
Government Support Branch (NFA Division)
Federal Firearms Licensing Center (FESD)
Firearms and Explosives Imports Branch (FESD)
Federal Explosives Licensing Center (FESD)

Response Time
Please provide the amount of time it took to get a call back:
__ Within 1 hour
__ Within 4 hours
__ By the end of the business day
__ By the next business day
__ Within 2-3 days
__ Within 1 week
__ Longer than 1 week
Transfers
If you were transferred or referred to another individual or agency, were you
given useful names and/or phone numbers?
__ Yes
__ No
__ N/A

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The survey consists of questions directly related to your experience when
contacting NFA Division, FESD or one of its branches. The questions are in yes/
no, multiple choice and fill-in-the-blank format. For each question, provide the
answer that most closely represents your opinion related to the service that was
provided to you. Your answers will help us to provide excellent customer
service for both the firearms and explosives industry as well as the general
public. You will also have the opportunity to offer general comments at the end
of the survey.

Voice Message
If you called and left a voice message, did you receive a call back?
__Yes
__ No
__ N/A

Type of Customer
Are you: (Indicate ONE answer)
__ Industry Member
__ Local or State Police
__ Federal Government (Agency) ___________________________________
__ State or Local Government (Agency) _____________________________
__ Private Citizen
__ Member of U.S. Military
__ Other (Describe) ___________________________________
Contact Frequency
How many times in the past year have you contacted NFA Division, FESD
or one of its branches?
__ 1-2 times
__ 3-4 times
__ More than 4 times
Method of This Contact
In what way did you contact us most recently?
__ Phone
__ Letter
__ Fax
__ Email
__ In Person (such as at a conference or show)

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Servicing Office
Which servicing location did you contact most recently? If you have had contact
with multiple branches, please complete a separate survey for each contact.
__ Industry Processing Branch
__ Government Support Branch
__ Firearms and Explosives Imports Branch
__ Federal Firearms Licensing Center
__ Federal Explosives Licensing Center
__ Division Staff Member
__ I Don't Know

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Date of Service
Please provide the date you contacted the above servicing location
Date ___________________________________

Service Rating
Using the below scale, please rate the person who most recently assisted you.
Courteous
Prompt
Knowledgeable
Professional
Helpful
Understood your
problem
Solved your
problem
Overall service
provided

Outstanding

Good

Fair

Poor

Unacceptable

Individual Who Provided Service
Please provide the name of the individual who most recently assisted you (if
known). If you have had contact with multiple people, you may complete a
separate survey for each contact.
Name ____________________________________________________

Supervisor/Management
If your problem or concern could not be resolved with an initial phone call and you
sought elevated assistance, were they able to assist in resolution?
__ Yes
__ No
__ N/A

Overall
Overall, how would you rate your most recent experience with our
Division/Branch?
__ Outstanding
__ Good
__ Fair
__ Poor
__ Unacceptable

OPTIONAL
To help us improve future customer service, may we contact you about your
survey responses?
__ Yes
__ No

Contact Information
Please provide your contact information so that we may follow up regarding your
responses:
Name ___________________________________________
Phone number ____________________________________
Best time to call ___________________________________
E-mail address ____________________________________

Comments
Please provide any comments on how we can improve the quality
of service:
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________

Paperwork Reduction Act Notice
This request is in accordance with the Paperwork Reduction Act of 1995. The
information collected is to capture data that permits the accurate assessment of
program activities, and assists in increasing customer satisfaction.
The estimated average burden associated with this collection of information is 5
minutes per respondent, depending on individual circumstances. Comments
concerning the accuracy of this burden should be addressed to Reports
Management Officer, Document Services Branch, Bureau of Alcohol, Tobacco,
Firearms and Explosives, Washington, DC 20226.
An agency may not conduct or sponsor, and a person is not required to respond
to, a collection of information unless it displays a currently valid OMB control
number.

Privacy Act Statement

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Authority: The collection of this information is authorized under 5 U.S.C. § 301, agency regulations and 28 U.S.C. 599A. The information may be disclosed as authorized
by the routine uses published for the Privacy Act System of Records entitled, Justice-003 Correspondence Management Systems (CMS) for the Department of Justice, as
published in the Federal Register: June 4, 2001 (Volume 66, Number 107) [Notices] pages 29992-4 and Justice/ATF-008 Regulatory Enforcement Record System, as
published in the Federal Register: January 24, 2003 (Volume 68, Number 16) [Notices] pages 3558-3560. Providing the information is voluntary. Not answering some or
all the questions will not affect you.