Asylum Customer Satisfaction Survey

During fiscal year 2012, the USCIS Refugee, Asylum and International Operations Directorate and the Office of Policy and Strategy’s Research and Evaluation Division designed and implemented a customer satisfaction survey for asylum applicants. The survey asked customers, in the top 12 languages used by asylum applicants, to evaluate their asylum interview and overall asylum office visit. A total of 933 survey responses were collected from all eight USCIS asylum offices. The summary and full report of the results, which includes a copy of the survey, is now available.

 Key findings from the survey include:

 Front desk staff received an overall satisfaction rating of 94 out of 100.

• Satisfaction with asylum officers had the highest impact on overall customer satisfaction. The satisfaction rating for asylum officers was 89 out of 100.
• The overall Customer Satisfaction Index for USCIS Asylum Offices was 87 out of 100—about 20 points higher than the latest federal government average for customer satisfaction.