1 Final Report
U.S. Department of Homeland Security
U.S. Citizenship and Immigration Services
Annual Customer Satisfaction Survey 2017
E-Verify
Final Report
IA# 20325 A6
March 2018
2 Final Report
Table of Contents
U.S. Department of Homeland Security ................................................................................................ 1
U.S. Citizenship and Immigration Services .......................................................................................... 1
EXECUTIVE SUMMARY ........................................................................................................................... 4
Overall Findings and Recommendations ................................................................... 4
DETAILED REPORT ................................................................................................................................. 6
Introduction ............................................................................................................... 6
Methodology .............................................................................................................. 6
Customer Samples and Data Collection .................................................................... 7
DETAILED FINDINGS ............................................................................................................................ 14
Customer Satisfaction Index ................................................................................... 14
USCIS E-Verify Customer Satisfaction Models ....................................................... 17
Drivers of Satisfaction Results ................................................................................. 19
Non-Modeled Components ..................................................................................... 25
System Integrity ....................................................................................................... 32
Outreach and Communications ............................................................................... 33
Text Comment Analysis .......................................................................................... 38
Outcomes ................................................................................................................ 40
Priority Matrix .......................................................................................................... 41
APPENDIX A: CUSTOMER SATISFACTION MODELS........................................................................ 42
Customer Satisfaction Models ................................................................................. 42
APPENDIX B: SURVEY QUESTIONNAIRE .......................................................................................... 48
E-Verify Customer Survey 2017 .............................................................................. 48
APPENDIX C: NON-MODELED RESPONSES ...................................................................................... 66
Year over Year Comparison .................................................................................... 66
New Vs Existing Users Comparison ........................................................................ 83
APPENDIX D: MODELED RESULTS/INDEX SCORE TABLES ......................................................... 100
Year Over Year Comparison ................................................................................. 101
Business Size Comparison ................................................................................... 121
Number of Employees Comparison ....................................................................... 125
Enrollment Date Comparison ................................................................................ 133
Frequency of Use Comparison .............................................................................. 137
Organization Type Comparison ............................................................................. 145
APPENDIX E: TEXT COMMENT ANALYTICS .................................................................................... 149
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Suggestions to make the case creation process easier. ....................................... 149
How can E-Verify improve ..................................................................................... 153
Reason for low TNC rating .................................................................................... 156
POINTS OF CONTACT ......................................................................................................................... 157
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EXECUTIVE SUMMARY
Overall Findings and Recommendations
Key Findings
This report describes findings from the 2017 survey on customer satisfaction of
companies currently enrolled in the E-Verify program.
The company demographics have not changed much since the inception of the
survey. Most (65%) of companies have less than 100 employees and most (73%)
consider themselves to be a small business. Construction/General Contracting and
Manufacturing are the most popular industries.
Historically, users have been consistently satisfied with E-Verify. Over the last six
years E-Verify has posted an average score of 85.7 and has ranged from 85 to 87.
This year’s score of 85 is within that range and remains unchanged from last year.
New enrollees scored slightly higher (86) than existing users (85). When compared to
American Customer Satisfaction Index benchmarks, E-Verify user satisfaction
outscores both the National ACSI average (77) as well as the Federal Government
ACSI average (70).
The same customer satisfaction model that was developed in the baseline study,
conducted in 2009, was used to identify three areas which potentially drive satisfaction
with E-Verify. As would be expected with no change in the customer satisfaction
index, there were no major changes in the scores of these drivers again this year.
Using E-Verify (which includes ease of use and speed of response) is rated at 90
across all users and has the most impact on satisfaction (CSI) for both new enrollees
and existing users. Submitting I-9 information and navigating the E-Verify site are easy
for users. The initial response of the representative is received in a very timely manner
and the next steps are clearly described in the response. Nearly all (91%) of
respondents had used E-Verify in the past six months.
Forty-three percent of all users were prompted to match a photo in the past six
months. The Photo Matching process remains highest rated satisfaction driver with a
score of 95. Respondents report the process is easy to use and is very helpful in
preventing fraud. As a result of these scores, Photo Matching should be considered a
strength of the E-Verify program
Tentative Non-confirmation Resolution scored 82 for the second consecutive year.
New Enrollees scored TNC higher (87) than Existing Users (81). New Enrollees also
scored higher across all attributes as well. Text comments related to the TNC process
most often dealt with the speed and the ease of use of the system. Sixteen percent of
respondents received a Tentative Non-confirmation (TNC) in the past 6 months.
The percentage of respondents who contacted Customer Service by phone rose
slightly in 2017. Thirteen percent of all respondents contacted Customer Service by
5 Final Report
phone in the past six months. This is an increase of two percentage points from last
year. Despite dropping two points this year, Customer Service by phone (89)
continues to be highly rated by all users. E-Verify representatives continue to be
regarded as easily accessible, professional and effective communicators. Nearly all
who contacted customer service with an issue reported having their issue resolved
(96%). Of those, 89% had their issue resolved on the first call (first call resolution).
The percentage of respondents who contacted Customer Service by e-mail (3%)
remained unchanged from the last two years.
Conclusions/Recommendations
Major program improvements should be based on areas that demonstrate both high
impact on overall satisfaction and low performance levels. Again, this year, no items
fall into this category, suggesting that the E-Verify program should focus on
maintaining the high level of performance across most areas. The following are
recommendations based on the findings from the survey.
• Using E-Verify continues to have the highest impact on satisfaction (CSI) for
both Existing Users and New Enrollees. Since scores for both groups are
generally high, the focus should be to ensure that users are able to easily
navigate and submit information through E-Verify in order to maintain the
existing high CSI scores.
• Both Registration and Tutorial scores declined this year. Since both are still
rated highly at 88, there is no need to take immediate action. These areas
should be monitored to ensure these small declines are not part of a larger
overall drop in customer satisfaction. Registration and Tutorial serve as the
introduction for new E-Verify users and effort should be taken to ensure that
they both continue to be an asset to new users.
• Email remains the preferred option for getting information about changes or
updates to E-Verify (86%) as well as contacting E-Verify for help (45%).
Preference to contact E-Verify by phone (28%) has dropped five percentage
points from last year. As a result, email should be a primary focus for company
communications going forward.
• Respondents were asked how E-Verify could be improved. An analysis of text
comments uncovered some measure of frustration with the process of
changing/maintaining passwords, the timeframe allowed to complete a case, as
well as dealing with I-9 forms. These areas might be good starting points for
future improvement initiatives.
6 Final Report
DETAILED REPORT
Introduction
This report describes findings of the 2017 survey of customer satisfaction with the E-
Verify program. E-Verify is an Internet-based system operated by the Department of
Homeland Security (DHS) in partnership with the Social Security Administration
(SSA), which allows participating employers to electronically verify the employment
eligibility of their newly hired employees.
This survey is the ninth annual report measuring user satisfaction with E-Verify and
examining the determinants (drivers) contributing to that satisfaction level.
CFI Group was contracted to assess the experience of employers with the E-Verify
system using the methodology of the American Customer Satisfaction Index (ACSI).
The ACSI was founded through a partnership of the University of Michigan Business
School, the American Society for Quality (ASQ), and CFI Group, which offers the
patented ACSI methodology. The distinguishing feature of the ACSI methodology is its
patented cause-and-effect approach to customer satisfaction measurement. The
technology behind the ACSI identifies key drivers of satisfaction and computes the
impact that each of these drivers has on customer satisfaction and loyalty. While CFI
Group uses the same methodology as the ACSI, the ACSI is a separate entity
1
.
Methodology
This study was conducted by CFI Group using the methodology of the American
Customer Satisfaction Index (ACSI). The ACSI is a national indicator of customer
evaluations of the quality of goods and services available to U.S. residents. Since
1994, the ACSI has measured satisfaction, its causes, and its effects, for seven
economic sectors, 41 industries, more than 200 private sector companies, two types
of local government services, the U.S. Postal Service, and the Internal Revenue
Service. ACSI has measured more than 100 programs of federal government
agencies since 1999. The use of this methodology allows for comparisons between
the public and private sector participants and provides information unique to each
agency on how its activities that interface with the public affect the satisfaction of
customers.
The original E-Verify questionnaire was developed through a collaboration between
USCIS and CFI Group. The questionnaire used in this survey was designed to be
agency-specific to USCIS in terms of activities, outcomes, introductions to the
questionnaire, and specific question areas. However, the three core questions
comprising the Customer Satisfaction Index (CSI) number follow a format common to
1
The comparison score for the National ACSI (Public and Private) comes from a series of independent surveys conducted
throughout the year. The overall Federal Government ACSI score is the result of a separate 2017 ACSI Federal Government
Report.
7 Final Report
all the ACSI federal agency questionnaires to allow for a comparable benchmark. See
Appendix B for the full questionnaire.
USCIS provided CFI Group with a random sample of employers who enrolled in E-
Verify and who have used the system since Jan. 1, 2012. Respondents were
contacted via e-mail and invited to complete the survey online between December 7,
2017 and February 7, 2018.
The E-Verify questionnaire followed a format common to CFI Group surveys of other
Federal agencies which use the methodology of the ACSI. This allows for
benchmarking across sampled agencies via comparing responses to three core ACSI
questions. A total of 801 responses were submitted. A response was considered
submitted if 67% or more of the modeled questions (questions that have some effect
on satisfaction model) were completed. The responses were segmented for analysis
and reporting into the following groups: New Enrollees, Existing Users, and All Users
(both new and existing users combined). New Enrollees are E-Verify employers who
registered in the last year and personally completed the registration and/or tutorial
programs. Existing Users are all others not considered New Enrollees and who did
not complete the survey questions related to registration.
Customer Samples and Data Collection
USCIS provided CFI Group with random samples of employers enrolled in E-Verify
(All, Recent and FAR). who have used the system since Jan. 1, 2012.
• All Users – Employers that have used E-Verify since Jan. 1, 2012
• Recent Users – Employers that have used E-Verify since Jan 1, 2013
• FAR Users – Employers enrolled in E-Verify as Federal Contractors and have
used E-Verify since Jan 1, 2013
A total of 17,501 invitations were sent. Some employers could be classified into one
or more of the above categories. Respondents were contacted via e-mail between
December 7, 2017 and February 7, 2018. Each e-mail contained a URL that launched
a survey when clicked. A response was considered submitted if 67% or more of the
modeled questions (question that have some effect on satisfaction model) were
completed. The sample sizes and response rates for each group are reported below.
Figure 1 – All. Recent. Far Response Rates
Number of Survey
Invitations
Number of Valid
Complete Surveys
Response
Rate
All Users
17,501
801
4.6%
Recent Users
4,360
266
6.1%
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Number of Survey
Invitations
Number of Valid
Complete Surveys
Response
Rate
FAR Users
4,315
184
4.3%
In addition, the All Users sample was segmented for reporting purposes into New
Enrollees and Existing Users. New Enrollees have registered in the last year and
have personally completed the registration and/or tutorial programs. Existing Users
are the subset of “All Users” that are not considered New Enrollees. These two
groups are distinct because they were asked slightly different sets of questions as
appropriate. Since these groups are segments of the All Users group and not sampled
separately, response rates are not reported. Most of the results presented in this
report are based on responses received from the random cross-section sample of “All
Users” unless otherwise noted.
Figure 2 – New and Existing Users Completes
Number of Survey
Invitations
Number of Valid
Complete Surveys
New Enrollees
17,501
83
Existing Users
718
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Organizational Size and Industry of Respondent Business
Organizations employing less than 100 employees account for 65% of all responses.
The largest companies (10,000 or more employees) account less than 1% of
responses.
Figure 3 – Number of Employees
How many people do you
employ?
2016
Percent
2017
Percent
1-4
4%
6%
5-29
30%
31%
30-99
30%
28%
100-299
20%
20%
300-999
10%
9%
1,000-9,999
4%
6%
10,000+
1%
0%
Number of Respondents
1,919
801
Just under three-quarters of respondents (73%) consider their organization a small
business.
Figure 4 – Considered Small Business
Do you consider yourself a small
business?
2016
Percent
2017
Percent
Small business
72%
73%
Not a small business
24%
23%
Don´t know
4%
4%
Number of Respondents
1,919
801
The composition of respondents’ industries remains consistent with past studies.
Construction/General Contracting (16%) and Manufacturing (11%) are most
mentioned and account for just over one-quarter of respondents.
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Figure 5 – Primary Industry
Primary industry in which your
company or organization conducts
business
2016
Percent
2017
Percent
Agriculture/Food
1%
1%
Defense/Defense Industry
2%
1%
Communications/Media
1%
1%
Construction/General Contracting
16%
16%
Education
3%
4%
Engineering
4%
4%
Financial Services
2%
3%
Healthcare/Public Health
8%
9%
Hospitality
4%
5%
Information Technology
6%
4%
Manufacturing
12%
11%
Non-Profit/Not-for-Profit
6%
4%
Sales - Retail or Wholesale
7%
7%
Staffing/Personnel
2%
2%
Transportation
4%
4%
Utilities/Energy/Natural Resources
1%
1%
Professional Services/Consulting
6%
6%
Government Services
4%
4%
Other
11%
11%
Number of Respondents
1,919
801
A large majority of respondents consider themselves as General Users of E-Verify
(94%). Respondents are split in their reported use frequency of E-Verify, with almost
half reported using it at least once a month (48%).
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Figure 6 – Organization Description and Frequency of Use
Which best describes your organization as a
user of E-Verify
2016
Percent
2017
Percent
General User
94%
94%
Temporary Agency or Employment Agency
3%
3%
E-Verify Employer Agent
3%
3%
Number of Respondents
1,919
801
Which best describes how frequently you
use E-Verify
2016
Percent
2017
Percent
Once a week or more
16%
17%
Two or three times a month
20%
17%
About once a month
13%
14%
Once every few months
30%
29%
Once or twice a year
15%
17%
Less than once a year
5%
6%
Number of Respondents
1,919
801
Respondent Distribution
The table below shows respondents by state. For the most part, frequencies by state
were similar to last year. Georgia (9%) comprised the largest proportion of
respondents. Other states comprising 6% or more of the total responses include:
Alabama (6%), California (6%), North Carolina (6%), and Texas (6%), Collectively,
these nine states account for one-third of all responses.
Figure 7 – State Distribution
State
2016 Percent
2016 Frequency
2017 Percent
2017 Frequency
AL
5%
98
6%
47
AK
0%
4
0%
0
AZ
4%
70
4%
35
AR
1%
15
0%
3
CA
7%
125
6%
47
CO
2%
42
2%
18
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State
2016 Percent
2016 Frequency
2017 Percent
2017 Frequency
CT
0%
9
0%
2
DE
0%
1
0%
2
DC
0%
8
1%
6
FL
5%
91
4%
35
GA
8%
154
9%
71
GU
0%
1
0%
1
HI
0%
7
0%
2
ID
1%
10
0%
2
IL
2%
44
2%
17
IN
3%
58
2%
20
IA
1%
16
0%
2
KS
1%
19
1%
7
KY
1%
15
0%
3
LA
2%
29
2%
13
ME
0%
4
0%
1
MD
2%
46
2%
16
MA
2%
30
1%
12
MI
2%
35
1%
7
MN
1%
21
1%
11
MS
1%
15
1%
9
MO
5%
89
5%
37
MT
0%
7
0%
0
NE
2%
30
2%
15
NV
0%
9
0%
2
NH
0%
6
0%
1
NJ
2%
31
1%
7
NM
0%
6
1%
6
NY
2%
44
3%
23
NC
6%
110
6%
50
ND
0%
4
0%
1
OH
1%
26
2%
16
OK
1%
25
1%
7
OR
1%
21
1%
6
13 Final Report
State
2016 Percent
2016 Frequency
2017 Percent
2017 Frequency
PA
3%
53
3%
28
PR
0%
6
0%
2
RI
0%
2
0%
2
SC
5%
105
5%
44
SD
0%
8
0%
3
TN
3%
51
4%
31
TX
6%
112
6%
46
UT
2%
44
2%
17
VT
0%
1
0%
0
VA
6%
108
4%
35
WA
2%
29
3%
23
WV
0%
4
0%
3
WI
1%
16
1%
6
WY
0%
5
0%
1
Number of Respondents
1,919
1,919
801
801
Note: Percentages are rounded to the nearest whole number.
14 Final Report
DETAILED FINDINGS
Customer Satisfaction Index
The Customer Satisfaction Index (CSI), is a weighted average of the three core
questions (see question definitions below) and is the central measure of this report.
The 2017 Customer Satisfaction Index (CSI) for All USCIS E-Verify users has
remained unchanged over the last two years and posts a score of 85 (on a scale
from 1-100) for all users. This number exceeds the overall national average CSI
score of 77, and exceeds the CSI average for Federal Government entities of 70 by 15
points New enrollees scored slightly higher (86) than existing users (85). Since 2010,
users have been highly satisfied with E-Verify. Below is a historical summary of E-
Verify CSI scores for All users since 2011.
Figure 8 – Trending E-Verify CSI Scores
The Customer Satisfaction Index (CSI) scores for each of the three index sub-
questions are provided in the chart below with Overall Satisfaction (87), Satisfaction
Compared to Expectations (85) and Satisfaction with E-Verify Compared to the Ideal
Online Verification Service (83). All three indices show no change from last year.
15 Final Report
Figure 9 - E-Verify Customer Satisfaction Index
2017 Respondents N=801
2016 Respondents N=1,919
*Statistically Significant at 90% confidence level
The 90% confidence interval around the E-Verify customer satisfaction index is +/- 0.5 points (The probability that
the Customer Satisfaction Index ranges -0.5/+0.5 points is 90%).
Question Definitions
Overall Satisfaction- Please consider your overall experiences during the past year
with E-Verify, how satisfied are you with E-Verify?
Meets Expectations- To what extent has E-Verify met your expectations from "has
not met your expectations” to "exceeds your expectations?"
Compared to Ideal- How well does E-Verify compare with your ideal online
verification service?
85
87
85
83
85
87
85
83
2017 E-Verify CSI
Overall satisfaction
Meets expectations
Compared to ideal
2017 2016
16 Final Report
Comparison with the 2017 ACSI Benchmark Study
The 2017 ACSI Federal Government Report (which uses the same Customer
Satisfaction Index methodology) provided a national satisfaction index. All agencies
are asked the same three core questions, so comparisons can be made across
organizations. E-Verify user satisfaction again scores very high, outscoring national
private sector satisfaction levels as well as those reported for the federal government
as a whole.
Figure 10 – ACSI Comparison
Scores are averages on a “0” to “100” scale; they do not represent percentages.
17 Final Report
USCIS E-Verify Customer Satisfaction Models
The first model shown below is for New Enrollees, those who have registered in the
last year and have personally completed the registration and/or tutorial programs.
USCIS E-Verify Customer Satisfaction Model – New Enrollees
Figure 11 – New Enrollees CSI Model
Impacts, shown in the gray rectangles, should be read as the effect on the CSI if the
initial driver average were to be improved or decreased by five points. For example, if
the score for Using E-Verify increased by five points (90 to 95), the Customer
Satisfaction Index (CSI) would increase by the amount of its impact, or 1.7 points (86
to 87.7). If the driver increases by less than or more than five points, the resulting
change in CSI would be the corresponding fraction of the original impact. Impacts are
additive. Thus, if multiple areas were to each improve by five points, the related
improvement in the CSI would be the sum of the impacts. CSI, in turn, drives outcome
behaviors shown on the right-hand side of the model. These outcomes include
Recommending E-Verify, Confidence in Accuracy and Likelihood to use E-Verify in the
Future.
The impact the CSI has on each of the outcomes is shown in the rectangle in the
lower right-hand side of the box. For example, Recommend has an impact of 4.3 for
New Enrollees. This means that a 5-point improvement in satisfaction (CSI) will drive
the likelihood to recommend up by 4.3 points. Scores for Outcomes (Recommend,
Confidence in agency and Future Participation), are averages reported on a 0 to 100
Score: Indicates
performance as a
weighted average on
“0” to “100” scale.
Impact: Indicates how
much a 5-point
improvement will drive
satisfaction or outcome.
D
r
i
v
e
r
s
Non-modeled Components are
areas with enough sample to
calculate scores but insufficient
sample to calculate impacts and
include in the model.
Recommend
89
4.3
Confident
3.1
Future
Participation
85
3.2
92
95
Outcomes
Legend
Customer
Satisfaction Index
N=83
86
Using E-Verify
90
1.7
TNC Resolution
1.5
Photo Matching
1.6
Communication
87
95
46
Customer Service
Internet Usage
85
78
Non-modeled Components
‘New Users’ have registered in the last year and have personally completed
the registration and/or tutorial programs.
Registration
88
Tutorial
88
18 Final Report
scale and not percentages. Thus, the score of 89 for Recommend means that the
average respondent is very likely to recommend E-Verify and not that 89% of
respondents would recommend E-Verify.
The second model is based on Existing Users; users that are not considered New
Enrollees. Since the components of Registration and Tutorial only apply to New
Enrollees, they are not included in the Existing Users model.
USCIS E-Verify Customer Satisfaction Model – Existing Users
Figure 12 – Existing Users CSI Model
When comparing the two models, you can see that while Using E-Verify was the driver
with the most impact for both groups. Using E-Verify had the highest impact (3.5) for
Existing Users with the other two drivers exerting moderate impact. Using E-Verify
also had the highest impact for New Enrollees (1.7), but the overall impact on New
Enrollees was spread out along with the other two drivers, TNC Resolution (1.5) and
Photo Matching (1.6).
Photo Matching
Using E-Verify
90
3.5
0.8
TNC Resolution
0.9
95
D
r
i
v
e
r
s
81
Non-modeled Components are
areas with enough sample to
calculate scores but insufficient
sample to calculate impacts and
include in the model.
Recommend
87
5.3
Confident
3.4
Future
Participation
2.3
90
95
Outcomes
Score: Indicates
performance as a
weighted average on
“0” to “100” scale.
Impact: Indicates how
much a 5-point
improvement will drive
satisfaction or outcome.
Legend
Customer
Satisfaction Index
N=718
85
Customer Service
Internet Usage
Technical Assistance
90
70
95
Non-modeled Components
E-Verify Listens
81
‘Existing Us ers’ are a subset of ‘All Users’ that are not considered New
Enrollees.
19 Final Report
Drivers of Satisfaction Results
Drivers of Satisfaction are indices comprised of questions grouped into three topic
areas. Questions on Using E-Verify, TNC Resolution, and Photo Matching are asked
of all respondents.
Using E-Verify
Figure 13 – Trending Using E-Verify Scores
Nearly all (91%) of both new and existing users combined had used E-Verify in the
past six months. This is similar to last year (92%).
New Enrollees tended to have higher scores for Ease of Navigating the E-Verify Site.
This could be due to New Enrollees being likely to have recently completed training,
which may help in navigating the site.
20 Final Report
Figure 14 – Using E-Verify Scores
New Enrollees N=83
Existing Users N=718
*Statistically Significant at 90% confidence level
90
89
90
93
88
90
87
90
93
88
Using E-Verify
Ease of navigating the E-Verify site
Ease of submitting I-9 information on E-Verify
Speed of receiving an initial response from E-Verify
Clarity of next steps as described in the response
New Enrollees (0-12 months) Existing Members (1 or more years)
21 Final Report
Tentative Non-confirmation Resolution
Sixteen percent of both New Enrollees and Existing Users received a Tentative Non-
confirmation (TNC) in the past 6 months (from survey completion date). New
Enrollees scored TNC higher (87) than Existing Users (81). New Enrollees also
scored higher across all attributes as well.
Figure 15 – Trending TNC Resolution Process Scores
22 Final Report
Figure 16 – TNC Resolution Process Scores
New Enrollees N=13
Existing Users N=110
*Statistically Significant at 90% confidence level
Those who rated the ease of resolving the case lower than “6” (on a 1-10 scale) had
the opportunity to provide comment on the reason for their low rating. Of the 11
comments provided, most dealt with the speed and the ease of use of the system.
These comments can be viewed in Appendix E.
87
89*
85
86
85
85
81
81
80
81
84
82
Tentative Nonconfirmation (TNC) Resolution Process
Speed of resolving the case
Clarity of communications about the steps involved in the
resolution process
Ease of resolving the case
TNC Referral Process
Further Action Notice Process
New Enrollees (0-12 months) Existing Members (1 or more years)
23 Final Report
Photo Matching
The Photo Matching process is considered to be very easy and helpful in fraud
prevention. Forty-three percent of all users were prompted to match a photo in the
past six months (from survey completion date). This is a drop of five percentage
points from last year. A large majority of respondents (92%) have convenient access
to the technology to complete the process. While all drivers have strong scores,
Photo Matching remains the highest rated of the modeled drivers.
Figure 17 – Trending Photo Matching Scores
24 Final Report
Figure 18 – Photo Matching Scores
New Enrollees N=32
Existing Users N=311
*Statistically Significant at 90% confidence level
95
95
95
95
95
95
Photo Matching
Ease of photo matching process
Helpfulness in preventing fraud
New Enrollees (0-12 months) Existing Members (1 or more years)
25 Final Report
Non-Modeled Components
The following areas are components where the percentage of respondents who use a
given area is too low to include in the model. Scores are still provided; however,
impacts cannot be calculated.
Registration (New enrollees only)
From organizations that had enrolled in 2017, most respondents (82%) had personally
registered their organization with E-Verify. Ratings for Registration (88) dropped
slightly after rising three points last year.
As shown in the chart below, users are particularly satisfied with the registration
process as they receive their user name, password and web address in an acceptably
timely manner, while submitting registration information remains easy.
Figure 19 – Registration Scores
2016 N=131
2017 N=68
*Statistically Significant at 90% confidence level
88*
86*
88
89*
91*
87
92
90
90
93
94
91
Awareness / Registration
Clarity of instructions on how to enroll
Memorandum of understanding makes responsibilities
and next steps clear
Ease of submitting registration information
Speed of receiving User Name, Password and E-Verify
Web Address
Ease of registration process overall
2017 2016
26 Final Report
Tutorial (New enrollees only)
Online Resources, User Manual and Training provide useful information and are easily
accessible. Almost all (94%) respondents who enrolled in E-Verify in the past 12
months (from survey completion date) completed the training and online tutorial. Of
these, 97% thought the training was useful in helping employers pass the mastery
test. This is an increase of 10 percentage points from last year and 15 points from
2015. The percentage of those who thought the tutorial and mastery test adequately
prepares employers to use E-Verify (97%) also rose seven percentage points this
year.
Helpfulness of user manual was easily the lowest rated Tutorial item. After increasing
4 points last year, it lost most of that gain and declined 6 points this year to score 83.
Figure 20 – Tutorial Scores
2016 N=151
2017 N=78
*Statistically Significant at 90% confidence level
88
83*
88
88
88*
87
89
90
89
90
88
92
89
90
Tutorial
Helpfulness of information in User Manual
Ease of taking online training in terms of understanding
content
Ease of completing online training in terms of time
required
Ease of accessing online resources
Usefulness of online resources
Ease of training process overall
2017 2016
27 Final Report
Customer Service (E-Verify Phone and E-mail)
Thirteen percent of all users contacted Customer Service by phone in the past six
months. Phone is the predominate method for contacting Customer Service as only
3% of all users contacted Customer Service via e-mail. With scores mostly in the mid-
80s, Phone Customer Service professionals are easy to reach and are professional for
the E-Verify users that contacted them.
Figure 21 – Trending Customer Service – Phone Scores
28 Final Report
Figure 22 – Customer Service – Phone Scores
New Enrollees N=16
Existing Users N=71
*Statistically Significant at 90% confidence level
Nearly all who contacted customer service with an issue reported having their issue
resolved (96%). Of those, 89% had their issue resolved on the first call (first call
resolution). Of those who contacted Customer Service via phone, 15% of all callers
were transferred during their call. Most (94%) found the wait time they experienced to
be acceptable. Of those transferred, 13% were transferred more than once.
85
88
85
85
84
85
90
88
90
90
90
89
Customer Service
Ease of accessing representative
Professionalism
Communication skills
Ability to understand your questions/issue
Providing guidance on policy/questions
New Enrollees (0-12 months) Existing Members (1 or more years)
29 Final Report
Customer Service- E-mail
Three percent of respondents contacted customer service by e-mail. Satisfaction
scores for e-mail customer service tend to be slightly lower than those for phone.
Eighty-four percent of those contacting E-Verify by e-mail had their issue resolved
after emailing.
Figure 23 – Trending Customer Service – E-mail Scores
Figure 24 – Customer Service – E-mail Scores
Insufficient responses (N=3) to calculate scores for New Enrollees
78
83
78
81
80
88
90
86
89
87
Customer Service by Email
Ability to understand your questions/issue
The timeliness with which you received a response
Communication skills in the response you received
Providing guidance on policy/questions
2017 2016
30 Final Report
Technical Assistance
Just 2% of all respondents had contacted Technical Assistance in the past six months.
This is a decrease of 2 percentage points from last year. Technical Assistance staff
remain highly-rated as customers find Technical Assistance to be highly professional
(97), have a knowledge of technical issues (97), and possess strong communication
skills (96) Technical Assistance continues to resolve most issues as 100% of the 13
respondents who contacted Technical Assistance had their issue resolved.
Figure 25 – Technical Assistance Scores
Insufficient responses (N=2) to calculate scores for New Enrollees
Internet Use
Respondents were asked to rate their interest in using the Internet to get answers to
questions or help with problems instead of contacting E-Verify. For this question a
score of “0” means “not interested” and a score of “100” means “extremely interested.”
New enrollees (78) were showed more interest in using the Internet to get assistance
than Existing Users (70). This is consistent with previous years.
95
92
97
96
94
97
96
90
91
92
91
90
88
88
Technical Assistance
Ease of accessing representative
Professionalism
Communication skills
Ability to understand your questions/issue
Knowledge of technical issues
Technical guidance resolving your issue
2017 2016
31 Final Report
Figure 26 – Internet Use – Interest in using Internet Help Scores
New Enrollees N=79
Existing Users N=648
*Statistically Significant at 90% confidence level
This question was not part of the customer satisfaction model but was included to gauge the interest in using the
Internet instead of calling or e-mailing E-Verify.
78*
70
Interested in using the Internet rather than having to call
or e-mail E-Verify
New Enrollees (0-12 months) Existing Members (1 or more years)
32 Final Report
System Integrity
Over half of the total sample (64%) believe E-Verify is doing enough to ensure
companies adhere to E-Verify policies. This is similar to last year. Likewise, 70%
believe adequate safeguards exist to ensure employers use the E-Verify system
properly. Those who believe E-Verify is doing enough to ensure compliance and
employ adequate safeguards tend to have higher Customer Satisfaction Index (CSI)
scores than those who do not or who don’t know.
System Integrity – Policies and Safeguards
Figure 27 – System Integrity – Policies and Safeguards Charts
N= 801
Figure 28 – System Integrity – Policies and Safeguards Tables
E-Verify is doing enough to
ensure companies using E-
Verify adhere to policies
2016
Percent
2016
Sample
2016
Satisfaction
2017
Percent
2017
Sample
2017
Satisfaction
Yes
63%
1,205
88
64%
509
89
No / Do not know
37%
714
81
36%
292
79
Number of Respondents
1,919
1,919
1,919
801
801
801
Adequate safeguards to ensure
employers use E-Verify system
properly
2016
Percent
2016
Sample
2016
Satisfaction
2017
Percent
2017
Sample
2017
Satisfaction
Yes
71%
1,365
88
70%
558
88
No / Do Not Know
29%
554
80
30%
243
78
Number of Respondents
1,919
1,919
1,919
801
801
801
64%
(CSI- 89)
36%
(CSI- 79)
2017
E-Verify is doing enough to ensure
companies using E-Verify adhere to policies
Yes No / Don't Know
70%
(CSI- 88)
30%
(CSI- 78)
2017
Adequate safeguards to ensure employers
use E-Verify system properly
Yes No / Don't Know
33 Final Report
Outreach and Communications
When all users were asked how they first learned about E-Verify, the employee’s
Company/HR/Corporate Office (35%) remains the most mentioned resource again in
2017. Local, State or Federal Government receives the second highest percentage of
responses (21%); an increase of six percentage points from last year. E-Verify
materials and the E-Verify website collectively account for 23% of mentions.
Figure 29 – How Did You Learn About E-Verify
How did you first learn about E-Verify
2016
Percent
2016
Frequency
2017
Percent
2017
Frequency
E-Verify materials or presentation
9%
155
11%
62
E-Verify website
9%
158
12%
68
USCIS or SSA materials or presentation
7%
121
6%
35
USCIS or SSA website
2%
39
3%
14
My Company/HR/Corporate Office
33%
578
35%
196
Colleague/Employee
7%
120
6%
35
Local, State or Federal Government
15%
266
21%
117
Print advertisement
0%
5
0%
0
Online advertisement
1%
15
0%
0
Radio advertisement
0%
2
0%
2
Billboard advertisement
0%
2
5%
28
Media coverage
2%
40
0%
0
Information from a client
4%
79
0%
0
Information from a professional organization
10%
168
0%
0
U.S. Immigration and Customs Enforcement audit
or visit
1%
11
0%
0
Number of Respondents
1,759
1,759
557
557
34 Final Report
Of those who were required to use E-Verify, Local, State and Federal Government
(46%) and Company/HR/Corporate Office (27%) were the major resources
respondents used to learn about E-Verify requirements.
Figure 30 – How Did You Learn About E-Verify Requirements
How did you learn about requirement to participate
in E-Verify
2016
Percent
2016
Frequency
2017
Percent
2017
Frequency
E-Verify materials or presentation
8%
13
4%
2
E-Verify website
5%
8
10%
5
USCIS or SSA materials or presentation
3%
5
8%
4
USCIS or SSA website
2%
4
4%
2
My Company/HR/Corporate Office
18%
29
27%
14
Colleague/Employee
5%
8
2%
1
Local, State or Federal Government
35%
57
46%
24
Print advertisement
1%
2
0%
0
Online advertisement
0%
0
0%
0
Radio advertisement
0%
0
0%
0
Media coverage
3%
5
0%
0
Information from a client
6%
9
0%
0
Information from a professional organization
13%
21
0%
0
U.S. Immigration and Customs Enforcement audit or
visit
1%
1
0%
0
Number of Respondents
162
162
52
52
35 Final Report
When asked about the reasons for signing up for E-Verify, the top three reasons were
Improving ability to verify work authorization (43%), Federal government requirement
(36%), and Required participation from state or local government (32%).
Figure 31 – When Did Your Company Sign Up For E-Verify
Why did your company sign up for E-Verify~
2016
Percent
2016
Frequency
2017
Percent
2017
Frequency
Parent company required participation
10%
190
8%
67
State or local government/state or local contractor
required participation
31%
588
32%
260
Federal government/federal contractor required
participation
39%
744
36%
292
To satisfy a client´s request
8%
147
6%
48
Believed using E-Verify would help avoid a U.S. ICE
audit, raid or fine
11%
207
12%
97
To improve ability to verify work authorization
41%
782
43%
343
Believed it would make us more competitive with
others in our industry
5%
104
5%
41
Other
4%
73
4%
36
Number of Respondents
1,919
1,919
801
801
~multiple answers allowed
Two-thirds (66%) of those who were required to use E-Verify reported they would be
very likely to continue to do so even if not required and another 20% would be
somewhat likely to continue to use it without a requirement. Only 5% said they would
not use it at all.
Figure 32 – Likelihood To Continue Using E-Verify
Likelihood to continue using E-Verify
if no longer required to do so
2016
Percent
2016
Frequency
2017
Percent
2017
Frequency
Very likely
66%
823
66%
341
Somewhat likely
20%
250
20%
101
Not Too Likely
9%
107
9%
45
Not At All Likely
6%
74
5%
26
Number of Respondents
1,254
1,254
513
513
36 Final Report
The clear majority of all users (86%) prefer e-mail as the mode for getting information
about changes or updates to E-Verify. E-mail (45%) also remains also most preferred
method of contacting E-Verify for help. Just over one-quarter (28%) prefer to use the
phone. This is a decrease of five percentage points from last year.
Figure 33 – Preferred Contact Method Charts
N=801
86%
8%
2%
2%
1%
0%
0%
0%
E-mail
Through the E-
Verify Website
Mailer
E-Verify system
broadcast message
Live presentation
Fax
Phone call
Other
How would you prefer to get information
about changes or updates to E-Verify
45%
28%
14%
13%
0%
0%
0%
E-mail
Phone call
Through the E-Verify
website
Text or Web chat
Fax
Mail
Other
How would you prefer to contact E-Verify for
help
37 Final Report
Figure 34 – Preferred Method About Hearing Changes
How would you prefer to get information
about changes or updates to E-Verify
2016
Percent
2016
Frequency
2017
Percent
2017
Frequency
E-mail
86%
1,647
86%
686
Fax
0%
4
0%
4
Mailer
2%
39
2%
20
E-Verify system broadcast message
2%
42
2%
14
Phone call
0%
4
0%
3
Through the E-Verify Website
8%
157
8%
65
Live presentation
0%
7
1%
6
Other
1%
19
0%
3
Number of Respondents
1,919
1,919
801
801
Figure 35 – Preferred Method For Receiving
Help
How would prefer to contact E-Verify for
help
2016
Percent
2016
Frequency
2017
Percent
2017
Frequency
E-mail
42%
808
45%
357
Fax
0%
0
0%
0
Mail
0%
2
0%
0
Text or Web chat
12%
235
13%
102
Phone call
33%
639
28%
225
Through the E-Verify website
11%
216
14%
114
Other
1%
19
0%
3
Number of Respondents
1,919
1,919
801
801
38 Final Report
Text Comment Analysis
The survey contained a few open-ended questions where respondents could provide
their thoughts to the following questions. Comments were read and content analyzed
to discern any meta themes within each question.
When asked on how E-Verify can be improved, it should be noted that the most
common comment was that the E-Verify program was “good as is” and did not require
any changes as this sampling of the 31 comments provided can attest.
• “I trust that e-verify is accurate in their confirming employment eligibility. It is quick and
efficient.”
• “Again, very satisfied with E-Verify. Have had no issues that weren't resolved quickly in a
phone call. Very professional and helpful staff.”
• “Excellent website. Protect my business and make me feel safe.”
For those respondents who mentioned items for improvement, the most common
items dealt with the following:
Making E-Verify mandatory for all companies (13 comments):
• “E-verify should be mandatory for all US businesses with all new-hires and re-hires. This should
not be an optional program in the United States or US Provinces.”
• “E-Verify should be a requirement for all employers to participate in when hiring new
employees. There is no other way to prevent companies from employing illegal workers.
Companies that use E- Verify are at a disadvantage when competing with companies that hire
illegals.”
Issues with passwords (10 comments), and I-9 forms (5 comments):
• “I realize it is a security effort, but it is ridiculous to require such frequent password changes.
Due to the strict guidelines for what a password can be, it makes it EXTREMELY difficult to
even create one, much less do 8-10 unique ones before they can repeat. This FORCES a normal
person to have their password UNSAFE by writing it down because it cannot be memorized,
completely undoing the intention of making it ultra safe.“
• “As an employer who has to participate in E-Verify due to size, not having to complete a Form
I-9 would be great. It's a redundant process which gathers and confirms all the same
information.”
Items with just a couple comments included issues with the time frame allowed to
complete a transaction, the ability of E-Verify to deal with multiple locations, and the
possibility of duplicate effort:
• “The two-day cutoff period is terribly inconvenient, particularly if the E-verify admin of the
company is off or on vacation.”
• “Please lengthen the number of days for which I can keep my account as active without having
used it. I only hire people about once per year (or ideally a little more rarely), and I don't like
the threat of losing the account in less than a year of inactivity.”
• “Easier process for transferring users between accounts. For large companies with multiple
entities and therefore multiple e-verify accounts, the process is cumbersome. Easier process for
by-passing the tutorial in this case - existing e-verify user transferring to a new account.”
• “There are too many government groups doing the EXACT same thing. My tax dollars could be
better spent by combining and cutting and becoming cost effective and efficient.”
39 Final Report
When asked if they had any suggestions to make the case creation process easier,
respondents cited four major items:
Difficulty in changing/maintaining passwords (16 comments)
• “Don't make the password be reset so frequently and the password rules are ridiculous.”
• “Make me not have to change my password every 90 days. I rarely use the site so I always
have to call in to get a password to change my password. Not always a fast call.”
• “Password change requirements are too frequent. Nobody wants to spend time coming up
with new passwords. The entire process is just a redo of the i9 that we've already done.”
Electronic I9 forms (14 comments)
• “Making I-9's electronic would be very helpful, as I am essentially re-entering information that
I've already entered on the I-9 when I am creating a case for Everify.”
• “It has gotten a lot easier since the system was first launched. I think the system is great.
Having the capability to do the I9 in the same system would be an absolute dream.”
Site navigation (13 comments)
• “All information on one screen. To many screens and questions. Simplify it.”
• “When I finish typing a number or word with a finite number of digits (like a social security
number or segments thereof), the cursor should advance automatically to the next box. When I
'tab' off of the final field on a page, it the selection should automatically land on 'next'. When
entering multiple new hires at a time, this kind of flow would decrease entry time
considerably.”
The time frame in which cases can be entered (11 comments)
• “Because some of our applicants are not located in our general area, completing the E-Verify
3-day requirement for submission after the beginning employment date is sometimes difficult.
Often forms are delayed in getting returned to our personnel department within that 3-day
period.”
• “Allow more than 3 days to complete e-verify process. This will be helpful with e-verify
completion accuracy, and will allow for time should any technical difficulties occur.”
The full breakdown of comments is listed in Appendix E.
40 Final Report
Outcomes
Three single-attribute outcome behaviors were measured in the survey: Likelihood to
Recommend, Confidence in the Accuracy of the Program and Likelihood to Participate
in the Program in the Future. Both new and existing users remain confident in
program accuracy, are highly likely to use E-Verify again in the future, and are likely to
recommend E-Verify.
Figure 36 – Outcome Behavior Scores
New Enrollees N=83
Existing Users N=718
*Statistically Significant at 90% confidence level
89
92
95
87
90
95
Recommend
Confident in Accuracy
Future Participation
New Enrollees (0-12 months) Existing Members (1 or more years)
41 Final Report
Priority Matrix
By plotting performance scores (along the vertical axis) against impact on satisfaction
(along the horizontal axis), it is possible to identify those driver areas that require the
most attention. The Priority Matrix below illustrates the performance of each
satisfaction driver compared to the impact it has on the CSI. Those drivers in the
lower right-hand corner are the lower-performing, higher-impact areas and should be a
priority. Given the high scores for all of E-Verify’s satisfaction drivers, no driver falls
into this region of the matrix.
Figure 37 – New Enrollees Priority Matrix
Figure 38 – Existing Users Priority Matrix
Using E-Verify
Tentative
Nonconfirmation
(TNC) Resolution
Process
Photo Matching
60
65
70
75
80
85
90
95
100
0.0 0.5 1.0 1.5 2.0 2.5 3.0 3.5
Maintain
Building on
Strengths
Areas of
Concern
Top Priority
Using E-Verify
Tentative
Nonconfirmation
(TNC) Resolution
Process
Photo Matching
60
65
70
75
80
85
90
95
100
0.0 0.5 1.0 1.5 2.0 2.5 3.0 3.5 4.0
Maintain
Building on
Strengths
Areas of
Concern
Top Priority
42 Final Report
APPENDIX A: CUSTOMER SATISFACTION MODELS
Customer Satisfaction Models
The same customer satisfaction model, developed for the 2009 baseline study, was
used to evaluate the areas (drivers), which are hypothesized to affect satisfaction with
E-Verify. The Customer Satisfaction Model is comprised of three components: 1) the
Customer Satisfaction Index or CSI, 2) Key Drivers of Satisfaction, and 3) Outcomes
of Satisfaction
2
. Each of these is discussed below.
The Customer Satisfaction Index (CSI). The CSI is the weighted average score of
three core survey questions (shown below) which are asked of all participating
Agencies and other entities involved in the CFI and/or ACSI Group benchmarking
measures. The question wording is customized for each agency, hence the specific
reference here to E-Verify. The scores are converted into a 1-100 scale and
averaged. All CSI scores are reported for All Users (both new and existing users
combined) unless otherwise noted.
Figure 39 – CSI Model Explanation
Drivers of Satisfaction are indices comprised of the response averages to 11
questions grouped into three topic areas, called drivers. Questions on Using E-Verify,
TNC Resolution, and Photo Matching are asked of all respondents. Attribute scores
are the mean (average) respondent scores of each individual question that was asked
2
Additional questions that are not included in the key driver indices, and thus not included in the actual satisfaction model, are
still asked to provide information on use and satisfaction of E-Verify. Discussion of those results is provided separately.
43 Final Report
in the survey. Respondents are asked to rate each item on a 1-to-10 scale with 1
being “poor” and 10 being “excellent.”
Responses to these items are converted to a 0-to-100 scale for reporting purposes. It
is important to note that these scores are score averages, not percentages. The score
is best thought of as an index, with 0 meaning “poor” and 100 meaning “excellent.”
Key Drivers of Satisfaction are used in the model to explain the relative importance of
each area to satisfaction experience. In addition to the score, each driver also has an
“impact number.” The impact number for each driver indicates how much a 5-point
improvement in that driver would change the CSI score (see fig. 5 below full list of
questions comprising the drivers). If the driver increases by less than or more than
five points, the resulting change in the CSI would be the corresponding fraction of the
original impact.
Survey Items Comprising Drivers of E-Verify Customer Satisfaction
Figure 40 – Drivers of Customer Satisfaction
i. Driver 1) Using E-Verify
1. Speed of receiving an initial response from E-Verify
2. Ease of submitting I-9 information on E-Verify
3. Clarity of next steps as described in the response
4. Ease of Navigating the E-Verify Site
ii. Driver 2) TNC Resolution
1. TNC Referral Process
2. Speed of resolving the case
3. Ease of resolving the case
4. Further action notice process
5. Clarity of communications about the steps involved in the
resolution process
iii. Driver 3) Photo Matching
1. Ease of photo matching process
2. Helpfulness in preventing fraud
Outcomes of Satisfaction The third component of the models are called outcomes,
shown as three single-attribute outcome behaviors that were measured in the survey;
Likelihood to Recommend, Confidence in the Accuracy of the Program, and Likelihood
to Participate in the Program in the Future. They are also converted to the same 1-100
scale as the satisfaction drivers. The impact number indicates how much a 5-point
improvement in CSI will change the total individual outcomes score. If the CSI
44 Final Report
increases by less than or more than five points, the resulting change in outcome would
be the corresponding fraction of the original impact. These three questions address:
Outcomes:
• Willingness to Recommend
• Confident in Accuracy
• Future Participation
Figure 41 – Customer Satisfaction Outcomes
Non-Modeled Components. The questions below are those where the number of
respondents who use a given area is too low to include their answers in the model or
where the question provides additional information on user behavior but was not
meant for incorporation into the ACSI methodology model.
3
Non- Modeled Components
Figure 42 – Non- Modeled Components
I. Customer Service
1. Professionalism
2. Communication Skills
3. Ability to understand your question/issue
4. Ease of accessing representative
5. Providing guidance on policy/questions
II. Technical Assistance
3
Scores are still provided; however, impacts cannot be calculated.
45 Final Report
1. Professionalism
2. Communication Skills
3. Knowledge of technical issues
4. Ease of accessing representative
5. Technical guidance resolving your issue
III. Registration (New Enrollees Only)
1. Speed of receiving User Name, Password and E-Verify
Web Address
2. Ease of submitting registration information
3. Clarity of instruction on how to enroll
4. Memorandum of understanding makes responsibilities
and next steps clear
5. Ease of registration process overall
IV. Tutorial (New Enrollees Only)
1. Ease of taking online training in terms of understanding
content
2. Ease of accessing online resources
3. Helpfulness of information in User Manual
4. Ease of training process overall
Usefulness of online resources
5. Ease of completing online training in terms of time
required
V. Experience with E-Verify Listens
VI. Internet Usage
VII. Interest in Communication with Peers about E-Verify
46 Final Report
Driver and Satisfaction Model Functionality Illustrations
As stated previously, the Customer Satisfaction Model is comprised of drivers of
satisfaction and the CSI. The figure below addresses the drivers and their relationship
with satisfaction.
Figure 43 – CSI Model Illustration
On the left-hand side of the model, each of the satisfaction drivers is shown. Driver
scores, shown in the blue ovals, are the mean aggregate respondent scores for each
individual question asked in the survey. Respondents were asked to rate each item on
a 1-to-10 scale with 1 being “poor” and 10 being “excellent.” These responses are
converted to a 0-to-100 scale for reporting purposes. It is important to note that these
scores are not percentages. The score is best thought of as an index, with 0 meaning
“poor” and 100 meaning “excellent.”
Impacts, shown in the gray rectangles, should be interpreted as the effect on the CSI if
the initial driver were to be improved or decreased by five points. For example, if the
score for Using E-Verify was 90 and the impact was 2.3, a five point increase in Using
E-Verify would result in a 2.3 point increase in CSI. If the driver increases by less than
or more than five points, the resulting change in the CSI would be the corresponding
fraction of the original impact. Impacts are additive. Thus, if multiple areas were to
each improve by five points, the related improvement in the CSI would be the sum of
the impacts. CSI, in turn, drives outcome behaviors shown on the right-hand side of
the model. These outcomes include Recommending E-Verify, Confidence in accuracy,
and Likelihood to use E-Verify in the future.
47 Final Report
The impact CSI has on each of the outcomes is shown in the rectangle in the lower
right-hand side of the box. For example, if Recommend has an impact of 4.8 for
Existing Users. This means a 5-point improvement in Satisfaction will drive the
likelihood to recommend score by 4.8 points.
It is recommended to focus improvement on those key drivers with the lowest scores
and highest impacts.
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APPENDIX B: SURVEY QUESTIONNAIRE
E-Verify Customer Survey 2017
Introduction
The U.S. Citizenship and Immigration Services (USCIS) would like feedback from
employers who have enrolled in E-Verify—the Internet-based system that allows
businesses to determine the eligibility of their employees to work in the United States
by electronically verifying their workforce.
Please take a few moments to respond to this survey.
CFI Group, a third-party customer satisfaction research organization, will administer
the survey to ensure the anonymity of our customers. Additionally, all information you
provide will be aggregated for research and reporting purposes only. Individual
responses will not be released.
The Office of Management and Budget Control authorized this survey under OMB
Survey control number 1090-0007, which expires May 31, 2018. For more details on
OMB authorization, please visit the following website.
Awareness / Registration
QA. USCIS records indicate that your company is currently enrolled in E-Verify. Is
that correct?
1. Yes (CONTINUE)
2. No Thank You. We will re-check our records. (TERMINATE)
QB. We would like the person who responds to this survey to be someone who is
knowledgeable about why your company signed up for E-Verify and your
company’s use of E-Verify. Your name was provided as someone who would be
appropriate to respond. Is that correct?
1. Yes (SKIP TO Q1.)
2. No (CONTINUE)
QC. We would appreciate it if you would either:
(1) Forward the e-mail link for the survey to the person at your company who
could best answer our questions about your company’s use of E-Verify.
[Please forward to just one person.]
OR
(2) Provide us the name and e-mail address for that person.
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NAME: ____________________________________________________
E-MAIL ADDRESS: ________________________________________
Thank you very much, we appreciate your assistance. (TERMINATE)
Q1. How did you first learn about E-Verify? (Select only one.)
1. E-Verify materials or presentation
2. E-Verify Web site
3. US Citizenship and Immigration Services (USCIS) or Social Security
Administration (SSA) materials or presentation
4. USCIS or SSA Website
5. My Company / Human Resources (HR) / Corporate Office
6. Colleague / Employee
7. Local, State or Federal Government
8. Print advertisement
9. Online advertisement
10. Radio advertisement
11. Billboard advertisement
12. Media coverage (other than advertisements)
13. Information from a client
14. Information from a professional organization
15. U.S. Immigration and Customs Enforcement (ICE) audit or visit
16. Other (Please Specify: _______________ )
Q2. When did you learn about E-Verify?
1. Within the last six months
2. Within the last six to 12 months
3. One or two years ago
4. More than two years ago
5. Don’t remember
Q3. Why did your company enroll in E-Verify? (Select all that apply.)
1. Parent company required participation
2. Required to by state or local government / state or local contractor [ASK Q3a.]
3. Required to by federal government / federal contractor [ASK Q3a.]
4. To satisfy a client’s request
5. Believed using E-Verify would help us to avoid a U.S. ICE audit or fine
6. To improve ability to verify work authorization
7. Believed it would make us more competitive with others in our industry
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8. Other (Please Specify: _______________ )
[IF “1”, “2” OR “3” IS CHECKED IN Q3. ASK Q4.]
Q4. If your company was no longer required to use E-Verify, how likely is it that you
would continue to use it anyway?
1. Very likely (SKIP TO Q7.)
2. Somewhat likely (SKIP TO Q7.)
3. Not Too Likely (CONTINUE)
4. Not At All Likely (CONTINUE)
Q5. Why do you say that? {OPEN-END}
[IF “1”, “2” OR “3” IS CHECKED IN Q3. ASK Q6.]
Q6. If your company participates in E-Verify because it is required to do so, how did
you learn about that requirement? (Select only one.)
1. E-Verify materials or presentation
2. E-Verify Web site
3. USCIS or SSA materials or presentation
4. USCIS or SSA Website
5. My Company / Human Resources (HR) / Corporate Office
6. Colleague / Employee
7. Local, State or Federal Government
8. Print advertisement
9. Online advertisement
10. Radio advertisement
11. Billboard advertisement
12. Media coverage (other than advertisements)
13. Information from a client
14. Information from a professional organization
15. U.S. Immigration and Customs Enforcement (ICE) audit or visit
16. Other (Please Specify: _______________ )
Q7. When did your organization enroll with E-Verify?
1. Within the last six months
2. Within the last six to 12 months
3. One or two years ago (SKIP TO USE Q32.)
4. More than two years ago (SKIP TO USE Q32.)
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Q8. Did you enroll your organization with E-Verify?
1. Yes, I personally enrolled our organization (CONTINUE)
2. No, someone else in our organization enrolled us with E-Verify (SKIP TO
TUTORIAL Q15.)
3. Don’t Know (SKIP TO TUTORIAL Q15.)
Next, think about the process when you enrolled your organization in E-Verify.
Please rate the following using a 10-point scale where “1” is “poor” and “10” is
“excellent.”
Q9. Clarity of instructions on how to enroll
Q10. Memorandum of understanding making the employer’s responsibilities and next
steps clear
Q11. Ease of submitting registration information
Q12. Speed of receiving User Name, Password and E-Verify Web Address
Q13. Ease of registration process overall (including the required testing)
(IF Q13. IS RATED LOWER THAN “6” ASK Q14.)
Q14. What is your reason for rating ease of registration process overall lower than
“6”? (OPEN END)
Tutorial
Q15. Did you complete the training and online tutorial that is part of the E-Verify sign
up process?
1. Yes (CONTINUE)
2. No (SKIP TO USE Q32.)
Now, think about the training and online tutorial that is part of the sign up process.
Please rate the following using a 10-point scale where “1” is “poor” and “10” is
“excellent.”
[ROTATE Q16 THRU Q19; Q20 MUST BE LAST.]
Q16. Ease of taking online training in terms of understanding content
Q17. Ease of completing online training in terms of time required
Q18. Ease of accessing online resources
Q19. Usefulness of online resources
Q20. Ease of training process overall
Q21. Please rate the usefulness of the following resources in helping you understand
E-Verify processes and policies. Use a scale from “1” to “10”, where “1” is “not
very useful” and “10” is “very useful.” If you did not use a particular resource,
please select “Not applicable.”
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1. Manuals
2. Tutorials
3. Refresher Tutorials
4. E-Verify public website
5. Q&As
6. E-Verify news articles
7. Helper Text
8. Quick Reference Guides
9. E-Verify call center
10. Other E-Verify users
Q22. What could E-Verify do to make these resources more useful in helping you
understand E-Verify best practices, procedures and policies? Open End
(IF Q20. IS RATED LOWER THAN “6” ASK Q23.)
Q23. What is your reason for rating ease of training lower than “6”? (OPEN END)
Q24. Have you used the E-Verify User Manual?
1. Yes (CONTINUE TO Q25)
2. No (SKIP TO Q29)
Please rate the following using a 10-point scale where “1” is “poor” and “10” is
“excellent.”
Q25. Helpfulness of information in the E-Verify User Manual
Q26. Did you use the table of contents to find information about a topic?
1. Yes
2. No
3. Don’t remember
Q27. What feature of the user manual was most helpful? (open end)
Q29. Is the training provided useful in helping employers pass the required test?
1. Yes
2. No (IF NO, ASK 30)
3. Don’t Know
Q30. Why was the training and online tutorial not helpful in passing the test? (OPEN
END)
Q31. Do the tutorial and required test adequately prepare employers to use E-Verify
effectively?
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1. Yes
2. No
3. Don’t Know
Use
Q32. Have you used E-Verify in the past six (6) months?
1. Yes (SKIP TO Q37.)
2. No (CONTINUE)
3. Don’t Know (CONTINUE)
Q33. Have you ever used E-Verify?
1. Yes (CONTINUE)
2. No (SKIP TO Q36.)
3. DK (SKIP TO Q36.)
Q34. About how long has it been since you last used E-Verify?
1. Seven to 12 months
2. One to two years
3. More than two years
Q35. Why haven’t you used E-Verify within the past six months? [CHECK ALL THAT
APPLY]
a. Have not hired any new employees in past six months
b. No longer want to participate in E-Verify
c. It was too hard / difficult to use the E-Verify system
d. No longer see any value to using E-Verify
e. Using E-Verify required us to let go of some existing employees
f. Using E-Verify made us less competitive in the market-place
g. No one on our current staff has completed the E-Verify tutorial
h. Other (Please Specify: _______________ )
[ALL IN Q35. SKIP TO Q37.]
Q36. Why have you never used E-Verify? [CHECK ALL THAT APPLY]
1. Have not hired any new employees since enrolling in E-Verify
2. Do not want to participate in E-Verify
3. It seems too hard / difficult to use the E-Verify system
4. Do not see any value to using E-Verify
5. Using E-Verify may require us to let go of some existing employees
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6. Using E-Verify will make us less competitive in the market-place
7. No one ever completed the E-Verify tutorial
8. Other (Please Specify: _______________ )
[ALL IN Q36. SKIP TO D1]
Q37. Which best describes your organization as a user of E-Verify?
1. Employer E-Verify User -- users of E-Verify that are NOT employment services
providers, E-Verify Employer Agents (formerly Designated Agents), or the user
of an E-Verify Employer Agent.
2. Temporary Agency or Employment Agency -- users of E-Verify that provide
employment services to other employers, that is, provide them with permanent
or temporary workers.
3. E-Verify Employer Agent (formerly Designated Agent) -- users of E-Verify that
enrolled for E-Verify as an E-Verify Employer (or Designated) Agent, that is, as
a company that provides E-Verify services to other employers for a fee.
Q38. Which best describes how frequently you use E-Verify?
1. Once a week or more
2. Two or three times a month
3. About once a month
4. Once every few months
5. Once or twice a year
6. Less than once a year
Using E-Verify
Q39. How do you usually create an E-Verify case?
1. Website – use the E-Verify Website to generate a case (IF WEBSITE ASK
Q40)
2. Web services – use a Web services application that was custom-built by
someone other than the federal government
3. Use both Website and Web service
Q40. Would you find the addition of an electronic I-9 useful? (ONLY ASK IF
Q39=1WEBSITE)
1. Yes
2. No
3. Don’t know
Q41. Do you use the pre-Tentative Nonconfirmation (TNC) check page to correct any
typos before you submit a case?
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1. Yes
2. No
3. Don’t know
Now, think about using E-Verify system.
Please rate the following using a 10-point scale where “1” is “poor” and “10” is
“excellent.”
[ROTATE “Q42” THRU “Q45”.]
Q42. Ease of navigating the E-Verify site
Q43. Ease of submitting I-9 information on E-Verify
Q44. Speed of receiving an initial response from E-Verify
Q45. Clarity of next steps as described in the response
Q46. Do you have any suggestions to make the case creation process
easier? (OPEN END)
Q47. Have you received a TNC in any of the cases you have submitted to E-Verify in
the past 6 months?
1. Yes (CONTINUE)
2. No (SKIP TO PHOTO MATCHING Q55.)
3. Don’t know (SKIP TO PHOTO MATCHING Q55.)
Q48. Approximately how many TNCs have you received in the past 6 months?
1. 1
2. 2 - 5
3. 6 - 9
4. 10 - 24
5. 25 or more
Now think about the TNC resolution process. Please rate the following using a 10-
point scale where “1” is “poor” and “10” is “excellent.”
[ROTATE Q49 AND Q50; Q51 MUST BE LAST.]
Q49. Speed of resolving the case
Q50. Clarity of communications about the steps involved in the resolution process
Q51. Ease of resolving the case
(IF Q51. IS RATED LOWER THAN “6” ASK Q52.)
Q52. What is your reason for rating ease of resolving case lower than “6”? (OPEN
END)
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Q53. Using a 10-point scale where “1” is “poor” and “10” is “excellent”, how would you
rate the new TNC referral process?
Q54. Using the same scale, how would you rate the Further Action Notice process?
Q54a. Do you find the duplicate case alert useful?
1. Yes
2. No
3. I don’t know/Not sure
Q54b. How often do you enter an employee’s email address into E-Verify, if it is
provided on Form I-9? Answer 1-10 with 1 equaling “never” and 10 equaling “always”.
Photo Matching
Q55. In the past 6 months while using E-Verify have you been prompted to match a
photo?
1. Yes (CONTINUE)
2. No (SKIP TO CUSTOMER SERVICE Q60.)
3. Don’t Know (SKIP TO CUSTOMER SERVICE Q60.)
Please rate the photo matching process in E-Verify on the following using a 10-point
scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q56 AND Q57]
Q56. Ease of photo matching process
Q57. Helpfulness in preventing fraud
Q58. Do you typically have convenient access to the required technology (e.g. fax,
digital camera, copier, scanner, etc.) that is necessary to complete the photo
matching process?
1. Yes
2. No
3. Don’t Know
Q59. How do you submit information for cases where the photo presented by E-Verify
doesn’t match the photo provided by the employee?
1. Scan and upload into E-Verify
2. Express Mail
3. Other (Please describe)
Customer Service
Q60. Have you contacted E-Verify customer service by phone (1-888-464-4218) in
the past six months?
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1. Yes (CONTINUE)
2. No (SKIP TO Q84.)
3. Don’t Know (SKIP TO Q84.)
Q61. Did you call about a password reset?
1. Yes
2. No
3. Don’t know
Q62. Overall, how satisfied were you with your experience when you contacted E-
Verify customer service?
1. Very satisfied (SKIP TO Q64.)
2. Somewhat satisfied (SKIP TO Q64.)
3. Somewhat dissatisfied (CONTINUE)
4. Very dissatisfied (CONTINUE)
Q63. What caused you to be dissatisfied with your experience when you called E-
Verify customer service? (OPEN END)
Q64. Think about your most recent call to E-Verify customer service, were you
transferred during that call?
1. Yes (CONTINUE)
2. No (SKIP TO Q67.)
3. Don’t Know (SKIP TO Q67.)
Q65. Was the amount of time you had to wait before the transferred call was
answered acceptable to you or did you feel it was too long?
1. Acceptable
2. Too long
Q66. During that call how many times were you transferred?
1. Once
2. Twice
3. Three times
4. More than three times
[ALL IN Q66 SKIP TO Q72.]
Think about the customer service that you received regarding E-Verify. Please rate the
customer service representative who assisted you on the following using a 10-point
scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q67 THRU Q71.]
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Q67. Ease of accessing representative
Q68. Professionalism
Q69. Communication skills
Q70. Ability to understand your questions/issue
Q71. Providing guidance on policy/questions
[AFTER Q71 SKIP TO Q82.]
Think about the customer service that you received regarding E-Verify BEFORE your
call was transferred. Please rate the customer service representative(s) who assisted
you on the following using a 10-point scale where “1” is “poor” and “10” is “excellent.”
[ROTATE Q72 THRU Q76.]
Q72. Ease of accessing representative
Q73. Professionalism
Q74. Communication skills
Q75. Ability to understand your questions/issue
Q76. Providing guidance on policy/questions
Think about the customer service that you received regarding E-Verify AFTER your
call was transferred. Please rate the customer service representative(s) who assisted
you then on the following using a 10-point scale where “1” is “poor” and “10” is
“excellent.” [ROTATE Q77 THRU Q81.]
Q77. Ease of accessing representative
Q78. Professionalism
Q79. Communication skills
Q80. Ability to understand your questions/issue
Q81. Providing guidance on policy/questions
Q82. Thinking about your most recent call to E-Verify customer service, was your
question answered or issue resolved?
1. Yes (CONTINUE)
2. No (GO TO Q84.)
3. Don’t Know (GO TO Q84.)
Q83. How many calls were needed to resolve your issue?
1. Resolved during first call
2. Needed to call back one additional time to resolve issue
3. Needed to call back two additional times to resolve issue
4. Needed to call back three or more additional times to resolve issue
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the past six months?
a. Yes (CONTINUE)
b. No (SKIP TO Q92.)
c. Don’t Know (SKIP TO Q92.)
Q85. Overall, how satisfied were you with your experience when you emailed E-Verify
customer service?
1. Very satisfied (SKIP TO Q87.)
2. Somewhat satisfied (SKIP TO Q87.)
3. Somewhat dissatisfied (CONTINUE)
4. Very dissatisfied (CONTINUE)
Q86. What caused you to be dissatisfied with your experience when you emailed E-
Verify customer service? (OPEN END)
____________________
Please rate the customer service you received when you emailed E-Verify on the
following using a 10-point scale where “1” is “poor” and “10” is “excellent.” [ROTATE
Q87 THRU Q90.]
Q87. Ability to understand your questions/issue
Q88. The timeliness with which you received a response
Q89. Communication skills in the response you received
Q90. Providing guidance on policy/questions
Q91. Thinking about your most recent email to E-Verify customer service, was your
question answered or issue resolved?
1. Yes
2. No
3. Don’t Know
Q92. How interested would you be in using the Internet to get answers to questions
or help with problems on your own, anytime, rather than having to call or email
E-Verify? Please use a 10-point scale on which “1” means “not interested” and
“10” means “extremely interested.”
Technical Assistance
Q93. Have you contacted E-Verify technical assistance (1-800-741-5023) in the
past 6 months?
(This is a toll-free customer service line available to employers for assistance in
resolving technical questions about the E-Verify operating system.)
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1. Yes (CONTINUE)
2. No (SKIP TO Q103.)
3. Don’t Know (SKIP TO Q103.)
Q94. Was the amount of time you had to wait before the transferred call was
answered acceptable to you or did you feel it was too long?
1. Acceptable
2. Too long
Think about the technical assistance that you received when you contacted E-Verify.
Please rate the representative(s) who assisted you on the following using a 10-point
scale where “1” is “poor” and “10” is “excellent.” [ROTATE Q95 THRU Q100.]
Q95. Ease of accessing representative
Q96. Professionalism
Q97. Communication skills
Q98. Ability to understand your questions/issue
Q99. Knowledge of technical issues
Q100. Technical guidance resolving your issue
Q101. Was your reason or issue you called technical assistance resolved?
1. Yes (CONTINUE)
2. No (SKIP TO Q103.)
3. Don’t Know (SKIP TO Q103.)
Q102. How many calls were needed to resolve your issue?
1. Resolved during first call
2. Needed to call back one additional time to resolve issue
3. Needed to call back two additional times to resolve issue
4. Needed to call back three or more additional times to resolve issue
Policies and Regulations
Q103. In your opinion, do you think E-Verify is doing enough to ensure that
companies using E-Verify adhere to the program’s policies and regulations?
1. Yes
2. Not Sure / Do not know
3. No
Q104. In your opinion, does E-Verify have adequate safeguards in place to ensure
that employers use the E-Verify system properly?
1. Yes
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2. Not Sure / Do not know
3. No
[IF Q103. OR Q104 IS “NO”, ASK Q105.]
Q105. Please describe, briefly, what you think E-Verify should be doing to make sure
that companies adhere to the program’s policies and regulations and/or use the
system properly. [OPEN END]
Communications
Q106. How would you prefer to get information about changes or updates to E-
Verify? (Select only one.)
1. E-mail
2. Fax
3. Mailer
4. E-Verify system broadcast message
5. Phone call
6. Through the E-Verify Website
7. Live presentation
8. Other (Please specify: _______________ )
Q107. How would you prefer to contact E-Verify for help? (Select only one.)
1. E-mail
2. Fax
3. Mail
4. Text or Web chat
5. Phone call
6. Through the E-Verify Website
7. Other (Please specify: _______________ )
Q108. How interested would you be in communicating with peers to get help and
share ideas about E-Verify or using the system? Please use a 10-point scale on
which “1” means “not interested” and “10” means “extremely interested.”
E-Verify Listens
Q109. Have you used or are you aware of E-Verify Listens?
1. Yes
2. No (skip to ACSI Benchmark Questions)
3. I don’t know/Not sure
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Q110. Using a 10-point scale where “1” is “poor” and “10” is “excellent”, please rate
your experience with E-Verify Listens.
ACSI Benchmark Questions
ACSI-1. First, please consider your overall experiences during the past year with E-
Verify.
Using a 10-point scale on which “1” means “very dissatisfied” and “10” means
“very satisfied,” how satisfied are you with E-Verify?
ACSI-2. To what extent has E-Verify met your expectations?
Please use a 10-point scale on which "1" means "not met your expectations"
and "10" means, "exceeds your expectations."
ACSI-3. Now, imagine the ideal online verification service. How well does E-Verify
compare with that ideal?
Please use a 10-point scale on which "1" means "Not very close to the ideal"
and "10" means "Very close to the ideal."
Outcomes
ACSI-4. If asked how likely would you be to recommend the E-Verify program to
others?
Please use a 10-point scale where “1” means “Not Very Likely” and “10”
means “Very likely.”
ACSI-5. How confident are you in the accuracy of the E-Verify program? Please use a
10-point scale where “1” means “Not Very Confident” and “10” means “Very
Confident.”
ACSI-6. How likely are you to continue to participate in the E-Verify program in the
future?
Please use a 10-point scale where “1’ means “Not Very Likely” and “10”
means “Very Likely.”
ACSI-7. Please provide any final comments on how we can improve E-Verify to better
serve you. (OPEN END)
Monitoring and Compliance
MC1. Were you contacted by the E-Verify Monitoring and Compliance Group in the
last 6 months?
Yes
No (skip to next section)
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MC2. Please indicate how you were first contacted by the E-Verify Monitoring and
Compliance Group.
a. Email
b. Phone call
c. Desk review
d. Site visit
e. Other
MC3. On a scale from 1 to 10 where “1” is “poor” and “10” is “excellent”, please rate
the assistance you received from the E-Verify Monitoring and Compliance Group.
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Demographics
D1. In which state are you located?
D2. How many people do you employ?
1. 1 – 4
2. 5 - 29
3. 30 - 99
4. 100 - 299
5. 300 – 999
6. 1,000 - 9,999
7. 10,000+
D3. Do you consider yourself a small business?
1. Yes
2. No
3. Don’t Know
D4. Which category among the list below best describes the primary industry in
which your company or organization conducts business? (Select one)
1. Agriculture / Food Processing
2. Defense / Defense Industry
3. Communications / Media
4. Construction / General Contracting
5. Education (all levels)
6. Engineering (of any kind)
7. Financial Services (Banking, Insurance, Finance, etc.)
8. Healthcare / Public Health
9. Hospitality (Hotel / Motel / Restaurant, etc.)
10. Information Technology
11. Manufacturing
12. Non-Profit / Not-for-Profit
13. Sales – Retail or Wholesale
14. Staffing / Personnel
15. Transportation
16. Utilities / Energy / Natural Resources
17. Professional Services / Consulting (Medicine, Law, Architecture, Research etc.)
18. Government Services
19. Other (Please Specify: _______________)
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Thank you for participating in this survey.
We greatly appreciate your time and effort and value the information you have
provided.
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APPENDIX C: NON-MODELED RESPONSES
These tables show % of respondents. Modeled responses are in Appendix C.
Year over Year Comparison
Figure 44 - 2016 v 2017 Demographics
2016
2017
%
N
%
N
How did you first learn about E-Verify
E-Verify materials or presentation
9%
155
11%
62
E-Verify website
9%
158
12% ↑
68
USCIS or SSA materials or presentation
7%
121
6%
35
USCIS or SSA website
2%
39
3%
14
My Company/HR/Corporate Office
33%
578
35%
196
Colleague/Employee
7%
120
6%
35
Local, State or Federal Government
15%
266
21% ↑
117
Print advertisement
0%
5
0%
0
Online advertisement
1%
15
0%
0
Radio advertisement
0%
2
0%
2
Billboard advertisement
0%
2
5% ↑
28
Media coverage
2%
40
0%
0
Information from a client
4%
79
0%
0
Information from a professional organization
10%
168
0%
0
U.S. Immigration and Customs Enforcement audit or visit
1%
11
0%
0
Number of Respondents
1,759
557
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2016
2017
%
N
%
N
When did you learn about E-Verify
Within the last six months
2%
36
2%
15
Within the last six to twelve months
4%
74
5%
37
One or two years ago
14%
264
12%
100
More than two years ago
75%
1,446
76%
612
Don´t remember
5%
99
5%
37
Number of Respondents
1,919
801
Why did your company sign up for E-Verify~
Parent company required participation
10%
190
8%
67
State or local government/state or local contractor required participation
31%
588
32%
260
Federal government/federal contractor required participation
39%
744
36%
292
To satisfy a client´s request
8%
147
6%
48
Believed using E-Verify would help avoid a U.S. ICE audit, raid or fine
11%
207
12%
97
To improve ability to verify work authorization
41%
782
43%
343
Believed it would make us more competitive with others in our industry
5%
104
5%
41
Other
4%
73
4%
36
Number of Respondents
1,919
1,919
801
801
Likelihood to continue using E-Verify if no longer required to do so
Very likely
66%
823
66%
341
Somewhat likely
20%
250
20%
101
Not Too Likely
9%
107
9%
45
Not At All Likely
6%
74
5%
26
Number of Respondents
1,254
1,254
513
513
68 Final Report
2016
2017
%
N
%
N
How did you learn about requirement to participate in E-Verify
E-Verify materials or presentation
8%
13
4%
2
E-Verify website
5%
8
10%
5
USCIS or SSA materials or presentation
3%
5
8%
4
USCIS or SSA website
2%
4
4%
2
My Company/HR/Corporate Office
18%
29
27%
14
Colleague/Employee
5%
8
2%
1
Local, State or Federal Government
35%
57
46%
24
Print advertisement
1%
2
0%
0
Online advertisement
0%
0
0%
0
Radio advertisement
0%
0
0%
0
Media coverage
3%
5
0%
0
Information from a client
6%
9
0%
0
Information from a professional organization
13%
21
0%
0
U.S. Immigration and Customs Enforcement audit or visit
1%
1
0%
0
Number of Respondents
162
52
When did your organization enroll with E-Verify
Within the last six months
3%
57
4%
29
Within the last six to twelve months
5%
104
7%
54
One or two years ago
19%
362
15% ↓
122
More than two years ago
73%
1,396
74%
596
Number of Respondents
1,919
801
Did you enroll your organization with E-Verify
I personally enrolled our organization
82%
132
82%
68
Someone else in our organization enrolled us with E-Verify
16%
26
17%
14
Don´t know
2%
3
1%
1
Number of Respondents
161
83
69 Final Report
2016
2017
%
N
%
N
Completed training and online tutorial during E-Verify sign up process
Completed the training
94%
151
94%
78
Did not complete the training
6%
10
6%
5
Number of Respondents
161
83
Used the E-Verify User Manual
Have used the User Manual
48%
72
55%
43
Have not used the User Manual
52%
79
45%
35
Number of Respondents
151
78
Used table of contents
Used table of contents
64%
46
53%
23
Did not use table of contents
8%
6
2%
1
Don´t remember
28%
20
44% ↑
19
Number of Respondents
72
43
Is the training provided useful in helping employers pass the required test
Training provided is useful
87%
132
97% ↑
76
Training provided is not useful
2%
3
0%
0
Don´t know
11%
16
3% ↓
2
Number of Respondents
151
78
Tutorial and required test adequately prepare employers to use E-Verify
Test prepares employers
90%
136
97% ↑
76
Test does not prepare employers
4%
6
0%
0
Don´t know
6%
9
3%
2
Number of Respondents
151
78
70 Final Report
2016
2017
%
N
%
N
Have you used E-Verify in the past six months
Used E-Verify past 6 months
92%
1,772
91%
732
Have not used E-Verify in past 6 months
7%
131
8%
62
Don´t know
1%
16
1%
7
Number of Respondents
1,919
801
Have you ever used E-Verify
Used E-Verify
100%
147
100%
69
Have not used E-Verify
0%
0
0%
0
Don´t know
0%
0
0%
0
Number of Respondents
147
69
About how long has it been since you last used E-Verify
Seven to twelve months
71%
104
55% ↓
38
One to two years
26%
38
33%
23
More than two years
3%
5
12% ↑
8
Number of Respondents
147
69
Why you have not used E-Verify within the past six months~
Have not hired any new employees in past six months
82%
121
80%
55
No longer want to participate in E-Verify
1%
1
3%
2
It was too difficult to use the E-Verify system
1%
1
1%
1
No longer see any value to using E-Verify
1%
1
4%
3
Using E-Verify required us to let go of some existing employees
0%
0
0%
0
Using E-Verify made us less competitive in the marketplace
0%
0
0%
0
No one on our current staff has completed the E-Verify tutorial
0%
0
0%
0
Other
18%
26
12%
8
Number of Respondents
147
69
71 Final Report
2016
2017
%
N
%
N
Which best describes your organization as a user of E-Verify
General User
94%
1,801
94%
755
Temporary Agency or Employment Agency
3%
63
3%
23
E-Verify Employer Agent
3%
55
3%
23
Number of Respondents
1,919
801
Which best describes how frequently you use E-Verify
Once a week or more
16%
316
17%
140
Two or three times a month
20%
387
17% ↓
133
About once a month
13%
252
14%
112
Once every few months
30%
571
29%
232
Once or twice a year
15%
290
17%
133
Less than once a year
5%
103
6%
51
Number of Respondents
1,919
801
How usually generate E-Verify case
Website
93%
1,776
90% ↓
720
Web services
5%
95
6%
47
Website and Web service
3%
48
4% ↑
34
Number of Respondents
1,919
801
Find the addition of electronic I-9 useful
Would find useful
52%
923
54%
388
Would not find useful
16%
280
16%
113
Don´t know
32%
573
30%
219
Number of Respondents
1,776
720
72 Final Report
2016
2017
%
N
%
N
Use pre-TNC check page
Use page
36%
690
35%
278
Do not use page
42%
797
40%
321
Don´t know
23%
432
25%
202
Number of Respondents
1,919
801
Received a TNC in the past 6 months
Received TNC
17%
321
16%
125
Did not receive TNC
69%
1,330
71%
565
Don´t know
14%
268
14%
111
Number of Respondents
1,919
801
How many TNCs received in the past 6 months
One
57%
182
50%
63
2-5
34%
108
43% ↑
54
6-9
5%
15
2% ↓
2
10-24
3%
11
3%
4
25 or more
2%
5
2%
2
Number of Respondents
321
125
Find duplicate case alert useful
Find duplicate case alert useful
74%
237
74%
92
Do not find it useful
5%
15
7%
9
Don´t know
21%
69
19%
24
Number of Respondents
321
125
73 Final Report
2016
2017
%
N
%
N
How often you enter employees e-mail into E-Verify
Never
53%
108
48%
38
Always
47%
94
53%
42
Number of Respondents
202
80
Past 6 months while using E-Verify have you been prompted to match a
photo
Prompted to match a photo
48%
918
43% ↓
344
Not prompted to match a photo
47%
902
52% ↑
418
Don´t know
5%
99
5%
39
Number of Respondents
1,919
801
Have access to the required technology to complete the photo matching
process
Have convenient access
91%
834
92%
317
Do not have convenient access
4%
38
5%
18
Don´t know
5%
46
3% ↓
9
Number of Respondents
918
344
How do you submit info when photo doesnt match photo provided
Scan and upload into E-Verify
37%
336
40%
136
Express Mail
1%
5
0%
0
Other
63%
577
60%
208
Number of Respondents
918
344
Contacted E-Verify customer service by phone in the past 6 months
Contacted customer service
11%
213
13%
104
Did not contact customer service
87%
1,660
85%
683
Don´t know
2%
46
2%
14
Number of Respondents
1,919
801
74 Final Report
2016
2017
%
N
%
N
Satisfaction with your experience when you contacted E-Verify customer
service
Very satisfied
80%
171
81%
84
Somewhat satisfied
15%
33
13%
13
Somewhat dissatisfied
3%
6
6%
6
Very dissatisfied
1%
3
1%
1
Number of Respondents
213
104
Called about a password reset
Called about a password reset
26%
55
32%
33
Did not call about a password reset
72%
154
68%
71
Don´t know
2%
4
0%
0
Number of Respondents
213
104
Transferred during most recent call to E-Verify customer service
Transferred during the call
11%
24
15%
16
Not transferred during the call
74%
157
67%
70
Don´t know
15%
32
17%
18
Number of Respondents
213
104
Amount of time you had to wait before the transfer was acceptable or too
long
Acceptable
96%
23
94%
15
Too long
4%
1
6%
1
Number of Respondents
24
16
75 Final Report
2016
2017
%
N
%
N
During that call how many times were you transferred
Once
92%
22
88%
14
Twice
4%
1
13%
2
Three times
0%
0
0%
0
More than three times
4%
1
0%
0
Number of Respondents
24
16
Issue resolved during most recent call to E-Verify customer service
Issue resolved
94%
200
96%
100
Issue not resolved
4%
9
2%
2
Don´t know
2%
4
2%
2
Number of Respondents
213
104
How many calls were needed to resolve your issue
Resolved during first call
87%
174
89%
89
Needed to call back one additional time to resolve issue
11%
21
10%
10
Needed to call back two additional times to resolve issue
2%
3
1%
1
Needed to call back three or more additional times to resolve issue
1%
2
0%
0
Number of Respondents
200
100
Contacted E-Verify customer service by e-mail in the past 6 months
E-mailed customer service
3%
58
3%
25
Have not e-mailed customer service
94%
1,804
95%
759
Don´t know
3%
57
2%
17
Number of Respondents
1,919
801
76 Final Report
2016
2017
%
N
%
N
Satisfaction with your experience when you e-mailed E-Verify customer
service
Very satisfied
76%
44
52% ↓
13
Somewhat satisfied
16%
9
40% ↑
10
Somewhat dissatisfied
7%
4
0%
0
Very dissatisfied
2%
1
8%
2
Number of Respondents
58
25
Question answered or issue resolved after e-mailing E-Verify customer
service
Issue resolved after e-mailing
88%
51
84%
21
Issue not resolved after e-mailing
10%
6
4%
1
Don´t know
2%
1
12%
3
Number of Respondents
58
25
Have you contacted E-Verify technical assistance in the past 6 months
Contacted technical assistance
4%
70
2% ↓
13
Have not contacted technical assistance
93%
1,794
96% ↑
771
Don´t know
3%
55
2%
17
Number of Respondents
1,919
801
Amount of time before the call was transfer was acceptable or too long - TA
Acceptable
94%
66
100% ↑
13
Too long
6%
4
0%
0
Number of Respondents
70
13
Was your reason or issue you called technical assistance resolved
Issue resolved
89%
62
100% ↑
13
Issue not resolved
10%
7
0%
0
Don´t know
1%
1
0%
0
Number of Respondents
70
13
77 Final Report
2016
2017
%
N
%
N
How many calls were needed to resolve your technical issue
Resolved during first call
94%
58
85%
11
Needed to call back one additional time to resolve issue
5%
3
15%
2
Needed to call back two additional times to resolve issue
2%
1
0%
0
Needed to call back three or more additional times to resolve issue
0%
0
0%
0
Number of Respondents
62
13
E-Verify is doing enough to ensure companies using E-Verify adhere to
policies
Yes
63%
1,205
64%
509
Not Sure / Do not know
36%
698
35%
281
No
1%
16
1%
11
Number of Respondents
1,919
801
Adequate safeguards to ensure employers use E-Verify system properly
Yes
71%
1,365
70%
558
Not Sure / Do not know
28%
532
29%
235
No
1%
22
1%
8
Number of Respondents
1,919
801
How would you prefer to get information about changes or updates to E-
Verify
E-mail
86%
1,647
86%
686
Fax
0%
4
0%
4
Mailer
2%
39
2%
20
E-Verify system broadcast message
2%
42
2%
14
Phone call
0%
4
0%
3
Through the E-Verify Website
8%
157
8%
65
Live presentation
0%
7
1%
6
Other
1%
19
0% ↓
3
Number of Respondents
1,919
1,919
801
801
78 Final Report
2016
2017
%
N
%
N
How would prefer to contact E-Verify for help
E-mail
42%
808
45%
357
Fax
0%
0
0%
0
Mail
0%
2
0%
0
Text or Web chat
12%
235
13%
102
Phone call
33%
639
28% ↓
225
Through the E-Verify website
11%
216
14% ↑
114
Other
1%
19
0% ↓
3
Number of Respondents
1,919
1,919
801
801
Used of aware of E-Verify Listens
Yes
3%
61
2%
18
Don´t know
97%
1,858
91% ↓
726
Don´t know
0%
0
7%
57
Number of Respondents
1,919
801
Contacted by E-Verify Monitoring and Compliance Group in last 6 months
Yes
4%
76
4%
29
No
96%
1,843
96%
772
Don´t know
0%
0
0%
0
Number of Respondents
1,919
801
79 Final Report
2016
2017
%
N
%
N
How E-Verify Monitoring and Compliance Group contacted you
E-mail
79%
60
90%
26
Phone call
16%
12
3% ↓
1
Desk review
1%
1
0%
0
Site visit
0%
0
7%
2
Other
4%
3
0%
0
Number of Respondents
76
29
How many people do you employ
1-4
4%
83
6% ↑
49
5-29
30%
578
31%
248
30-99
30%
575
28%
221
100-299
20%
384
20%
158
300-999
10%
188
9%
74
1,000-9,999
4%
86
6%
47
10,000+
1%
25
0% ↓
4
Number of Respondents
1,919
801
80 Final Report
2016
2017
%
N
%
N
Primary industry in which your company or organization conducts business
Agriculture/Food Processing
1%
23
1%
12
Defense/Defense Industry
2%
37
1%
10
Communications/Media
1%
17
1%
12
Construction/General Contracting
16%
316
16%
130
Education
3%
64
4%
34
Engineering
4%
84
4%
32
Financial Services
2%
37
3%
21
Healthcare/Public Health
8%
145
9%
69
Hospitality
4%
71
5% ↑
44
Information Technology
6%
108
4% ↓
33
Manufacturing
12%
222
11%
88
Non-Profit/Not-for-Profit
6%
109
4% ↓
33
Sales - Retail or Wholesale
7%
134
7%
59
Staffing/Personnel
2%
39
2%
17
Transportation
4%
80
4%
29
Utilities/Energy/Natural Resources
1%
25
1%
8
Professional Services/Consulting
6%
110
6%
45
Government Services
4%
82
4%
33
Other
11%
216
11%
92
Number of Respondents
1,919
801
Do you consider yourself a small business
Small business
72%
1,383
73%
584
Not a small business
24%
467
23%
185
Don´t know
4%
69
4%
32
Number of Respondents
1,919
801
81 Final Report
2016
2017
%
N
%
N
State
AL
5%
98
6%
47
AK
0%
4
0%
0
AZ
4%
70
4%
35
AR
1%
15
0%
3
CA
7%
125
6%
47
CO
2%
42
2%
18
CT
0%
9
0%
2
DE
0%
1
0%
2
DC
0%
8
1%
6
FL
5%
91
4%
35
GA
8%
154
9%
71
GU
0%
1
0%
1
HI
0%
7
0%
2
ID
1%
10
0%
2
IL
2%
44
2%
17
IN
3%
58
2%
20
IA
1%
16
0% ↓
2
KS
1%
19
1%
7
KY
1%
15
0%
3
LA
2%
29
2%
13
ME
0%
4
0%
1
MD
2%
46
2%
16
MA
2%
30
1%
12
MI
2%
35
1% ↓
7
MN
1%
21
1%
11
MS
1%
15
1%
9
MO
5%
89
5%
37
MT
0%
7
0%
0
82 Final Report
2016
2017
%
N
%
N
State
NE
2%
30
2%
15
NV
0%
9
0%
2
NH
0%
6
0%
1
NJ
2%
31
1% ↓
7
NM
0%
6
1%
6
NY
2%
44
3%
23
NC
6%
110
6%
50
ND
0%
4
0%
1
OH
1%
26
2%
16
OK
1%
25
1%
7
OR
1%
21
1%
6
PA
3%
53
3%
28
PR
0%
6
0%
2
RI
0%
2
0%
2
SC
5%
105
5%
44
SD
0%
8
0%
3
TN
3%
51
4%
31
TX
6%
112
6%
46
UT
2%
44
2%
17
VT
0%
1
0%
0
VA
6%
108
4%
35
WA
2%
29
3% ↑
23
WV
0%
4
0%
3
WI
1%
16
1%
6
WY
0%
5
0%
1
Number of Respondents
1,919
801
83 Final Report
New Vs Existing Users Comparison
Figure 45 - New v Existing Demographics
New Enrollees
Existing Members
%
N
%
N
How did you first learn about E-Verify
E-Verify materials or presentation
14%
6
11%
56
E-Verify website
16%
7
12%
61
USCIS or SSA materials or presentation
2%
1
7% ↑
34
USCIS or SSA website
9%
4
2%
10
My Company/HR/Corporate Office
34%
15
35%
181
Colleague/Employee
9%
4
6%
31
Local, State or Federal Government
11%
5
22% ↑
112
Print advertisement
0%
0
0%
0
Online advertisement
0%
0
0%
0
Radio advertisement
2%
1
0%
1
Billboard advertisement
2%
1
5%
27
Media coverage
0%
0
0%
0
Information from a client
0%
0
0%
0
Information from a professional organization
0%
0
0%
0
U.S. Immigration and Customs Enforcement audit or visit
0%
0
0%
0
Number of Respondents
44
513
When did you learn about E-Verify
Within the last six months
13%
11
1% ↓
4
Within the last six to twelve months
36%
30
1% ↓
7
One or two years ago
16%
13
12%
87
More than two years ago
29%
24
82% ↑
588
Don´t remember
6%
5
4%
32
Number of Respondents
83
718
84 Final Report
New Enrollees
Existing Members
%
N
%
N
Why did your company sign up for E-Verify~
Parent company required participation
10%
8
8%
59
State or local government/state or local contractor required participation
28%
23
33%
237
Federal government/federal contractor required participation
19%
16
38% ↑
276
To satisfy a client´s request
7%
6
6%
42
Believed using E-Verify would help avoid a U.S. ICE audit, raid or fine
12%
10
12%
87
To improve ability to verify work authorization
59%
49
41% ↓
294
Believed it would make us more competitive with others in our industry
8%
7
5%
34
Other
5%
4
4%
32
Number of Respondents
83
718
Likelihood to continue using E-Verify if no longer required to do so
Very likely
73%
29
66%
312
Somewhat likely
20%
8
20%
93
Not Too Likely
5%
2
9%
43
Not At All Likely
3%
1
5%
25
Number of Respondents
40
473
85 Final Report
New Enrollees
Existing Members
%
N
%
N
How did you learn about requirement to participate in E-Verify
E-Verify materials or presentation
50%
1
2%
1
E-Verify website
0%
0
10%
5
USCIS or SSA materials or presentation
0%
0
8%
4
USCIS or SSA website
0%
0
4%
2
My Company/HR/Corporate Office
0%
0
28%
14
Colleague/Employee
0%
0
2%
1
Local, State or Federal Government
50%
1
46%
23
Print advertisement
0%
0
0%
0
Online advertisement
0%
0
0%
0
Radio advertisement
0%
0
0%
0
Media coverage
0%
0
0%
0
Information from a client
0%
0
0%
0
Information from a professional organization
0%
0
0%
0
U.S. Immigration and Customs Enforcement audit or visit
0%
0
0%
0
Number of Respondents
2
50
When did your organization enroll with E-Verify
Within the last six months
35%
29
0%
0
Within the last six to twelve months
65%
54
0%
0
One or two years ago
0%
0
17%
122
More than two years ago
0%
0
83%
596
Number of Respondents
83
718
Did you enroll your organization with E-Verify
I personally enrolled our organization
82%
68
0%
0
Someone else in our organization enrolled us with E-Verify
17%
14
0%
0
Don´t know
1%
1
0%
0
Number of Respondents
83
0
86 Final Report
New Enrollees
Existing Members
%
N
%
N
Completed training and online tutorial during E-Verify sign up process
Completed the training
94%
78
0%
0
Did not complete the training
6%
5
0%
0
Number of Respondents
83
0
Used the E-Verify User Manual
Have used the User Manual
55%
43
0%
0
Have not used the User Manual
45%
35
0%
0
Number of Respondents
78
0
Used table of contents
Used table of contents
53%
23
0%
0
Did not use table of contents
2%
1
0%
0
Don´t remember
44%
19
0%
0
Number of Respondents
43
0
Is the training provided useful in helping employers pass the required test
Training provided is useful
97%
76
0%
0
Training provided is not useful
0%
0
0%
0
Don´t know
3%
2
0%
0
Number of Respondents
78
0
Tutorial and required test adequately prepare employers to use E-Verify
Test prepares employers
97%
76
0%
0
Test does not prepare employers
0%
0
0%
0
Don´t know
3%
2
0%
0
Number of Respondents
78
0
87 Final Report
New Enrollees
Existing Members
%
N
%
N
Have you used E-Verify in the past six months
Used E-Verify past 6 months
93%
77
91%
655
Have not used E-Verify in past 6 months
6%
5
8%
57
Don´t know
1%
1
1%
6
Number of Respondents
83
718
Have you ever used E-Verify
Used E-Verify
100%
6
100%
63
Have not used E-Verify
0%
0
0%
0
Don´t know
0%
0
0%
0
Number of Respondents
6
63
About how long has it been since you last used E-Verify
Seven to twelve months
83%
5
52% ↓
33
One to two years
17%
1
35%
22
More than two years
0%
0
13%
8
Number of Respondents
6
63
Why you have not used E-Verify within the past six months~
Have not hired any new employees in past six months
100%
6
78% ↓
49
No longer want to participate in E-Verify
0%
0
3%
2
It was too difficult to use the E-Verify system
0%
0
2%
1
No longer see any value to using E-Verify
0%
0
5%
3
Using E-Verify required us to let go of some existing employees
0%
0
0%
0
Using E-Verify made us less competitive in the marketplace
0%
0
0%
0
No one on our current staff has completed the E-Verify tutorial
0%
0
0%
0
Other
0%
0
13%
8
Number of Respondents
6
63
88 Final Report
New Enrollees
Existing Members
%
N
%
N
Which best describes your organization as a user of E-Verify
General User
94%
78
94%
677
Temporary Agency or Employment Agency
4%
3
3%
20
E-Verify Employer Agent
2%
2
3%
21
Number of Respondents
83
718
Which best describes how frequently you use E-Verify
Once a week or more
20%
17
17%
123
Two or three times a month
17%
14
17%
119
About once a month
10%
8
14%
104
Once every few months
28%
23
29%
209
Once or twice a year
22%
18
16%
115
Less than once a year
4%
3
7%
48
Number of Respondents
83
718
How usually generate E-Verify case
Website
80%
66
91% ↑
654
Web services
12%
10
5% ↓
37
Website and Web service
8%
7
4%
27
Number of Respondents
83
718
Find the addition of electronic I-9 useful
Would find useful
65%
43
53% ↓
345
Would not find useful
9%
6
16% ↑
107
Don´t know
26%
17
31%
202
Number of Respondents
66
654
89 Final Report
New Enrollees
Existing Members
%
N
%
N
Use pre-TNC check page
Use page
36%
30
35%
248
Do not use page
30%
25
41% ↑
296
Don´t know
34%
28
24% ↓
174
Number of Respondents
83
718
Received a TNC in the past 6 months
Received TNC
16%
13
16%
112
Did not receive TNC
69%
57
71%
508
Don´t know
16%
13
14%
98
Number of Respondents
83
718
How many TNCs received in the past 6 months
One
46%
6
51%
57
2-5
54%
7
42%
47
6-9
0%
0
2%
2
10-24
0%
0
4%
4
25 or more
0%
0
2%
2
Number of Respondents
13
112
Find duplicate case alert useful
Find duplicate case alert useful
62%
8
75%
84
Do not find it useful
0%
0
8%
9
Don´t know
38%
5
17%
19
Number of Respondents
13
112
90 Final Report
New Enrollees
Existing Members
%
N
%
N
How often you enter employees e-mail into E-Verify
Never
29%
2
49%
36
Always
71%
5
51%
37
Number of Respondents
7
73
Past 6 months while using E-Verify have you been prompted to match a
photo
Prompted to match a photo
39%
32
43%
312
Not prompted to match a photo
55%
46
52%
372
Don´t know
6%
5
5%
34
Number of Respondents
83
718
Have access to the required technology to complete the photo matching
process
Have convenient access
88%
28
93%
289
Do not have convenient access
13%
4
4%
14
Don´t know
0%
0
3%
9
Number of Respondents
32
312
How do you submit info when photo doesnt match photo provided
Scan and upload into E-Verify
69%
22
37% ↓
114
Express Mail
0%
0
0%
0
Other
31%
10
63% ↑
198
Number of Respondents
32
312
Contacted E-Verify customer service by phone in the past 6 months
Contacted customer service
27%
22
11% ↓
82
Did not contact customer service
69%
57
87% ↑
626
Don´t know
5%
4
1%
10
Number of Respondents
83
718
91 Final Report
New Enrollees
Existing Members
%
N
%
N
Satisfaction with your experience when you contacted E-Verify customer
service
Very satisfied
82%
18
80%
66
Somewhat satisfied
9%
2
13%
11
Somewhat dissatisfied
9%
2
5%
4
Very dissatisfied
0%
0
1%
1
Number of Respondents
22
82
Called about a password reset
Called about a password reset
32%
7
32%
26
Did not call about a password reset
68%
15
68%
56
Don´t know
0%
0
0%
0
Number of Respondents
22
82
Transferred during most recent call to E-Verify customer service
Transferred during the call
27%
6
12%
10
Not transferred during the call
59%
13
70%
57
Don´t know
14%
3
18%
15
Number of Respondents
22
82
Amount of time you had to wait before the transfer was acceptable or too
long
Acceptable
100%
6
90%
9
Too long
0%
0
10%
1
Number of Respondents
6
10
92 Final Report
New Enrollees
Existing Members
%
N
%
N
During that call how many times were you transferred
Once
83%
5
90%
9
Twice
17%
1
10%
1
Three times
0%
0
0%
0
More than three times
0%
0
0%
0
Number of Respondents
6
10
Issue resolved during most recent call to E-Verify customer service
Issue resolved
100%
22
95% ↓
78
Issue not resolved
0%
0
2%
2
Don´t know
0%
0
2%
2
Number of Respondents
22
82
How many calls were needed to resolve your issue
Resolved during first call
73%
16
94% ↑
73
Needed to call back one additional time to resolve issue
27%
6
5% ↓
4
Needed to call back two additional times to resolve issue
0%
0
1%
1
Needed to call back three or more additional times to resolve issue
0%
0
0%
0
Number of Respondents
22
78
Contacted E-Verify customer service by e-mail in the past 6 months
E-mailed customer service
4%
3
3%
22
Have not e-mailed customer service
93%
77
95%
682
Don´t know
4%
3
2%
14
Number of Respondents
83
718
93 Final Report
New Enrollees
Existing Members
%
N
%
N
Satisfaction with your experience when you e-mailed E-Verify customer
service
Very satisfied
67%
2
50%
11
Somewhat satisfied
33%
1
41%
9
Somewhat dissatisfied
0%
0
0%
0
Very dissatisfied
0%
0
9%
2
Number of Respondents
3
22
Question answered or issue resolved after e-mailing E-Verify customer
service
Issue resolved after e-mailing
100%
3
82% ↓
18
Issue not resolved after e-mailing
0%
0
5%
1
Don´t know
0%
0
14%
3
Number of Respondents
3
22
Have you contacted E-Verify technical assistance in the past 6 months
Contacted technical assistance
2%
2
2%
11
Have not contacted technical assistance
95%
79
96%
692
Don´t know
2%
2
2%
15
Number of Respondents
83
718
Amount of time before the call was transfer was acceptable or too long - TA
Acceptable
100%
2
100%
11
Too long
0%
0
0%
0
Number of Respondents
2
11
Was your reason or issue you called technical assistance resolved
Issue resolved
100%
2
100%
11
Issue not resolved
0%
0
0%
0
Don´t know
0%
0
0%
0
Number of Respondents
2
11
94 Final Report
New Enrollees
Existing Members
%
N
%
N
How many calls were needed to resolve your technical issue
Resolved during first call
100%
2
82%
9
Needed to call back one additional time to resolve issue
0%
0
18%
2
Needed to call back two additional times to resolve issue
0%
0
0%
0
Needed to call back three or more additional times to resolve issue
0%
0
0%
0
Number of Respondents
2
11
E-Verify is doing enough to ensure companies using E-Verify adhere to
policies
Yes
66%
55
63%
454
Not Sure / Do not know
33%
27
35%
254
No
1%
1
1%
10
Number of Respondents
83
718
Adequate safeguards to ensure employers use E-Verify system properly
Yes
71%
59
69%
499
Not Sure / Do not know
28%
23
30%
212
No
1%
1
1%
7
Number of Respondents
83
718
How would you prefer to get information about changes or updates to E-
Verify
E-mail
87%
72
86%
614
Fax
0%
0
1%
4
Mailer
5%
4
2%
16
E-Verify system broadcast message
1%
1
2%
13
Phone call
0%
0
0%
3
Through the E-Verify Website
5%
4
8%
61
Live presentation
2%
2
1%
4
Other
0%
0
0%
3
Number of Respondents
83
718
95 Final Report
New Enrollees
Existing Members
%
N
%
N
How would prefer to contact E-Verify for help
E-mail
53%
44
44%
313
Fax
0%
0
0%
0
Mail
0%
0
0%
0
Text or Web chat
13%
11
13%
91
Phone call
24%
20
29%
205
Through the E-Verify website
10%
8
15%
106
Other
0%
0
0%
3
Number of Respondents
83
718
Used of aware of E-Verify Listens
Yes
1%
1
2%
17
Don´t know
90%
75
91%
651
Don´t know
8%
7
7%
50
Number of Respondents
83
718
Contacted by E-Verify Monitoring and Compliance Group in last 6 months
Yes
7%
6
3%
23
No
93%
77
97%
695
Don´t know
0%
0
0%
0
Number of Respondents
83
718
96 Final Report
New Enrollees
Existing Members
%
N
%
N
How E-Verify Monitoring and Compliance Group contacted you
E-mail
83%
5
91%
21
Phone call
0%
0
4%
1
Desk review
0%
0
0%
0
Site visit
17%
1
4%
1
Other
0%
0
0%
0
Number of Respondents
6
23
How many people do you employ
1-4
17%
14
5% ↓
35
5-29
30%
25
31%
223
30-99
25%
21
28%
200
100-299
14%
12
20%
146
300-999
8%
7
9%
67
1,000-9,999
5%
4
6%
43
10,000+
0%
0
1%
4
Number of Respondents
83
718
97 Final Report
New Enrollees
Existing Members
%
N
%
N
Primary industry in which your company or organization conducts business
Agriculture/Food Processing
1%
1
2%
11
Defense/Defense Industry
1%
1
1%
9
Communications/Media
4%
3
1%
9
Construction/General Contracting
12%
10
17%
120
Education
1%
1
5% ↑
33
Engineering
5%
4
4%
28
Financial Services
2%
2
3%
19
Healthcare/Public Health
7%
6
9%
63
Hospitality
8%
7
5%
37
Information Technology
5%
4
4%
29
Manufacturing
6%
5
12% ↑
83
Non-Profit/Not-for-Profit
6%
5
4%
28
Sales - Retail or Wholesale
10%
8
7%
51
Staffing/Personnel
4%
3
2%
14
Transportation
0%
0
4%
29
Utilities/Energy/Natural Resources
1%
1
1%
7
Professional Services/Consulting
10%
8
5%
37
Government Services
4%
3
4%
30
Other
13%
11
11%
81
Number of Respondents
83
718
Do you consider yourself a small business
Small business
77%
64
72%
520
Not a small business
16%
13
24% ↑
172
Don´t know
7%
6
4%
26
Number of Respondents
83
718
98 Final Report
New Enrollees
Existing Members
%
N
%
N
State
AL
4%
3
6%
44
AK
0%
0
0%
0
AZ
2%
2
5%
33
AR
0%
0
0%
3
CA
8%
7
6%
40
CO
2%
2
2%
16
CT
0%
0
0%
2
DE
1%
1
0%
1
DC
1%
1
1%
5
FL
5%
4
4%
31
GA
4%
3
9% ↑
68
GU
0%
0
0%
1
HI
0%
0
0%
2
ID
1%
1
0%
1
IL
2%
2
2%
15
IN
2%
2
3%
18
IA
0%
0
0%
2
KS
1%
1
1%
6
KY
1%
1
0%
2
LA
2%
2
2%
11
ME
0%
0
0%
1
MD
4%
3
2%
13
MA
0%
0
2%
12
MI
2%
2
1%
5
MN
0%
0
2%
11
MS
0%
0
1%
9
MO
0%
0
5%
37
MT
0%
0
0%
0
99 Final Report
New Enrollees
Existing Members
%
N
%
N
State
NE
2%
2
2%
13
NV
0%
0
0%
2
NH
0%
0
0%
1
NJ
1%
1
1%
6
NM
0%
0
1%
6
NY
4%
3
3%
20
NC
4%
3
7%
47
ND
0%
0
0%
1
OH
1%
1
2%
15
OK
0%
0
1%
7
OR
1%
1
1%
5
PA
7%
6
3%
22
PR
0%
0
0%
2
RI
0%
0
0%
2
SC
4%
3
6%
41
SD
0%
0
0%
3
TN
7%
6
3%
25
TX
10%
8
5%
38
UT
1%
1
2%
16
VT
0%
0
0%
0
VA
6%
5
4%
30
WA
5%
4
3%
19
WV
0%
0
0%
3
WI
2%
2
1%
4
WY
0%
0
0%
1
Number of Respondents
83
718
100 Final Report
APPENDIX D: MODELED RESULTS/INDEX SCORE TABLES
For all tables within this section, statistically significant differences at 90% are noted with a “*” in the Significant
Difference column.
Note: Due to variable breakouts, some items will have small sample sizes. Large score fluctuations often occur
with small sample sizes.
101 Final Report
Year Over Year Comparison
Figure 46 - All (Cross-Section)
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,919
801
Awareness / Registration
92
131
88
68
↓
Clarity of instructions on how to enroll
90
131
86
68
↓
Memorandum of understanding makes responsibilities and next
steps clear
90
131
88
68
Ease of submitting registration information
93
131
89
68
↓
Speed of receiving User Name, Password and E-Verify Web
Address
94
129
91
67
↓
Ease of registration process overall
91
130
87
67
Tutorial
90
151
88
78
Helpfulness of information in User Manual
89
71
83
43
↓
Ease of taking online training in terms of understanding content
90
150
88
78
Ease of completing online training in terms of time required
88
151
88
78
Ease of accessing online resources
92
149
88
78
↓
Usefulness of online resources
89
147
87
78
Ease of training process overall
90
151
89
78
Using E-Verify
91
1906
90
795
↓
Ease of navigating the E-Verify site
89
1877
87
781
↓
Ease of submitting I-9 information on E-Verify
91
1814
90
753
Speed of receiving an initial response from E-Verify
94
1886
93
788
↓
Clarity of next steps as described in the response
89
1873
88
788
↓
Tentative Nonconfirmation (TNC) Resolution Process
82
315
82
123
Speed of resolving the case
82
304
82
119
Clarity of communications about the steps involved in the resolution
process
82
313
81
123
Ease of resolving the case
81
310
82
118
TNC Referral Process
83
234
84
84
Further Action Notice Process
83
253
83
98
102 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,919
801
Photo Matching
95
916
95
343
Ease of photo matching process
95
916
95
343
Helpfulness in preventing fraud
95
859
95
325
Customer Service
91
185
89
87
Ease of accessing representative
89
184
88
86
Professionalism
92
184
89
86
Communication skills
92
184
89
86
Ability to understand your questions/issue
91
184
89
87
Providing guidance on policy/questions
90
172
88
81
Customer Service Before Transfer
91
23
89
16
Ease of accessing representative
91
23
84
16
Professionalism
93
23
92
16
Communication skills
92
23
91
16
Ability to understand your questions/issue
91
23
88
16
Providing guidance on policy/questions
90
21
86
16
Customer Service After Transfer
91
23
92
16
Ease of accessing representative
93
23
85
16
Professionalism
94
23
93
16
Communication skills
89
23
92
16
Ability to understand your questions/issue
88
23
93
16
Providing guidance on policy/questions
88
22
90
16
Customer Service by Email
88
57
78
22
Ability to understand your questions/issue
90
57
83
21
The timeliness with which you received a response
86
57
78
22
Communication skills in the response you received
89
57
81
21
Providing guidance on policy/questions
87
55
80
21
103 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,919
801
Internet Use
70
1794
71
727
Interested in using the Internet rather than having to call or e-mail
E-Verify
70
1794
71
727
Technical Assistance
90
69
95
13
↑
Ease of accessing representative
91
67
92
13
Professionalism
92
68
97
13
Communication skills
91
67
96
13
Ability to understand your questions/issue
90
68
94
13
Knowledge of technical issues
88
68
97
13
↑
Technical guidance resolving your issue
88
68
96
13
↑
Interested in Communicating with Peers
33
1819
35
758
Interested in communicating with peers about E-Verify or using the
system
33
1819
35
758
E-Verify Listens
79
60
83
20
Experience with E-Verify Listens
79
60
83
20
Satisfaction
85
1919
85
801
Overall satisfaction
87
1919
87
801
Meets expectations
85
1919
85
801
Compared to ideal
83
1919
83
801
Recommend
88
1812
88
772
How likely would you be to recommend the E-Verify program to
others
88
1812
88
772
Confident in Accuracy
90
1854
91
786
How confident are you in the accuracy of the E-Verify program
90
1854
91
786
Future Participation
96
1886
95
788
Likelihood to continue to participate in the E-Verify program in the
future
96
1886
95
788
Usefulness of Manuals
83
108
84
57
Manuals
83
108
84
57
Usefulness of Tutorials
87
136
87
71
Tutorials
87
136
87
71
104 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,919
801
Usefulness of Refresher Tutorials
84
91
85
46
Refresher Tutorials
84
91
85
46
Usefulness of E-Verify Public Website
88
128
86
71
E-Verify public website
88
128
86
71
Usefulness of Q and As
87
112
85
63
Q and As
87
112
85
63
Usefulness of E-Verify News Articles
84
95
87
43
E-Verify news articles
84
95
87
43
Usefulness of Helper Text
82
83
88
40
Helper Text
82
83
88
40
Usefulness of Quick Reference Guides
87
117
88
58
Quick Reference Guides
87
117
88
58
Usefulness of E-Verify Call Center
87
66
83
46
E-Verify call center
87
66
83
46
Usefulness of Other E-Verify Users
83
53
89
36
Other E-Verify users
83
53
89
36
E-Verify Monitoring and Compliance Group
85
64
83
24
Assistance received from E-Verify Monitoring and Compliance
Group
85
64
83
24
105 Final Report
Figure 47 - New Enrollees
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
161
83
Awareness / Registration
92
131
88
68
↓
Clarity of instructions on how to enroll
90
131
86
68
↓
Memorandum of understanding makes responsibilities and next steps
clear
90
131
88
68
Ease of submitting registration information
93
131
89
68
↓
Speed of receiving User Name, Password and E-Verify Web Address
94
129
91
67
↓
Ease of registration process overall
91
130
87
67
Tutorial
90
151
88
78
Helpfulness of information in User Manual
89
71
83
43
↓
Ease of taking online training in terms of understanding content
90
150
88
78
Ease of completing online training in terms of time required
88
151
88
78
Ease of accessing online resources
92
149
88
78
↓
Usefulness of online resources
89
147
87
78
Ease of training process overall
90
151
89
78
Using E-Verify
92
160
90
82
Ease of navigating the E-Verify site
92
157
89
80
Ease of submitting I-9 information on E-Verify
92
151
90
78
Speed of receiving an initial response from E-Verify
94
156
93
82
Clarity of next steps as described in the response
91
155
88
82
Tentative Nonconfirmation (TNC) Resolution Process
85
36
87
13
Speed of resolving the case
85
33
89
13
Clarity of communications about the steps involved in the resolution
process
86
36
85
13
Ease of resolving the case
83
34
86
13
TNC Referral Process
87
25
85
9
Further Action Notice Process
88
28
85
13
Photo Matching
97
74
95
32
Ease of photo matching process
97
74
95
32
Helpfulness in preventing fraud
97
71
95
31
106 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
161
83
Customer Service
93
27
85
16
Ease of accessing representative
94
27
88
16
Professionalism
92
27
85
16
Communication skills
92
27
85
16
Ability to understand your questions/issue
93
27
84
16
↓
Providing guidance on policy/questions
92
25
85
16
Customer Service Before Transfer
100
2
97
6
Ease of accessing representative
100
2
83
6
Professionalism
100
2
100
6
Communication skills
100
2
100
6
Ability to understand your questions/issue
100
2
100
6
Providing guidance on policy/questions
100
2
91
6
Customer Service After Transfer
97
2
98
6
Ease of accessing representative
100
2
91
6
Professionalism
100
2
100
6
Communication skills
100
2
100
6
Ability to understand your questions/issue
94
2
100
6
Providing guidance on policy/questions
89
2
94
6
Customer Service by Email
90
8
86
3
Ability to understand your questions/issue
90
8
85
3
The timeliness with which you received a response
90
8
85
3
Communication skills in the response you received
90
8
85
3
Providing guidance on policy/questions
86
7
89
3
Internet Use
77
153
78
79
Interested in using the Internet rather than having to call or e-mail E-
Verify
77
153
78
79
107 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
161
83
Technical Assistance
91
10
99
2
↑
Ease of accessing representative
93
9
94
2
Professionalism
91
10
100
2
↑
Communication skills
93
9
100
2
↑
Ability to understand your questions/issue
91
10
100
2
↑
Knowledge of technical issues
90
10
100
2
↑
Technical guidance resolving your issue
90
9
100
2
↑
Interested in Communicating with Peers
36
154
46
73
↑
Interested in communicating with peers about E-Verify or using the
system
36
154
46
73
↑
E-Verify Listens
85
6
100
2
↑
Experience with E-Verify Listens
85
6
100
2
↑
Satisfaction
87
161
86
83
Overall satisfaction
89
161
87
83
Meets expectations
87
161
86
83
Compared to ideal
86
161
85
83
Recommend
91
151
89
81
How likely would you be to recommend the E-Verify program to others
91
151
89
81
Confident in Accuracy
92
154
92
80
How confident are you in the accuracy of the E-Verify program
92
154
92
80
Future Participation
96
157
95
82
Likelihood to continue to participate in the E-Verify program in the
future
96
157
95
82
Usefulness of Manuals
83
108
84
57
Manuals
83
108
84
57
Usefulness of Tutorials
87
136
87
71
Tutorials
87
136
87
71
Usefulness of Refresher Tutorials
84
91
85
46
Refresher Tutorials
84
91
85
46
108 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
161
83
Usefulness of E-Verify Public Website
88
128
86
71
E-Verify public website
88
128
86
71
Usefulness of Q and As
87
112
85
63
Q and As
87
112
85
63
Usefulness of E-Verify News Articles
84
95
87
43
E-Verify news articles
84
95
87
43
Usefulness of Helper Text
82
83
88
40
Helper Text
82
83
88
40
Usefulness of Quick Reference Guides
87
117
88
58
Quick Reference Guides
87
117
88
58
Usefulness of E-Verify Call Center
87
66
83
46
E-Verify call center
87
66
83
46
Usefulness of Other E-Verify Users
83
53
89
36
Other E-Verify users
83
53
89
36
E-Verify Monitoring and Compliance Group
89
7
89
5
Assistance received from E-Verify Monitoring and Compliance Group
89
7
89
5
109 Final Report
Figure 48 - Existing Users
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,758
718
Awareness / Registration
--
0
--
0
Clarity of instructions on how to enroll
--
0
--
0
Memorandum of understanding makes responsibilities and next
steps clear
--
0
--
0
Ease of submitting registration information
--
0
--
0
Speed of receiving User Name, Password and E-Verify Web
Address
--
0
--
0
Ease of registration process overall
--
0
--
0
Tutorial
--
0
--
0
Helpfulness of information in User Manual
--
0
--
0
Ease of taking online training in terms of understanding content
--
0
--
0
Ease of completing online training in terms of time required
--
0
--
0
Ease of accessing online resources
--
0
--
0
Usefulness of online resources
--
0
--
0
Ease of training process overall
--
0
--
0
Using E-Verify
91
1746
90
713
↓
Ease of navigating the E-Verify site
89
1720
87
701
↓
Ease of submitting I-9 information on E-Verify
90
1663
90
675
Speed of receiving an initial response from E-Verify
94
1730
93
706
↓
Clarity of next steps as described in the response
89
1718
88
706
↓
Tentative Nonconfirmation (TNC) Resolution Process
81
279
81
110
Speed of resolving the case
81
271
81
106
Clarity of communications about the steps involved in the resolution
process
81
277
80
110
Ease of resolving the case
81
276
81
105
TNC Referral Process
83
209
84
75
Further Action Notice Process
83
225
82
85
Photo Matching
94
842
95
311
Ease of photo matching process
95
842
95
311
Helpfulness in preventing fraud
94
788
95
294
110 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,758
718
Customer Service
90
158
90
71
Ease of accessing representative
88
157
88
70
Professionalism
92
157
90
70
Communication skills
92
157
90
70
Ability to understand your questions/issue
91
157
90
71
Providing guidance on policy/questions
90
147
89
65
Customer Service Before Transfer
90
21
84
10
Ease of accessing representative
90
21
84
10
Professionalism
92
21
87
10
Communication skills
91
21
86
10
Ability to understand your questions/issue
90
21
80
10
Providing guidance on policy/questions
89
19
83
10
Customer Service After Transfer
90
21
88
10
Ease of accessing representative
92
21
82
10
Professionalism
93
21
89
10
Communication skills
88
21
88
10
Ability to understand your questions/issue
88
21
89
10
Providing guidance on policy/questions
88
20
88
10
Customer Service by Email
88
49
76
19
Ability to understand your questions/issue
90
49
83
18
The timeliness with which you received a response
85
49
77
19
Communication skills in the response you received
89
49
80
18
Providing guidance on policy/questions
87
48
78
18
Internet Use
69
1641
70
648
Interested in using the Internet rather than having to call or e-mail
E-Verify
69
1641
70
648
111 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,758
718
Technical Assistance
89
59
95
11
Ease of accessing representative
90
58
92
11
Professionalism
92
58
96
11
Communication skills
90
58
95
11
Ability to understand your questions/issue
90
58
93
11
Knowledge of technical issues
87
58
96
11
↑
Technical guidance resolving your issue
88
59
95
11
↑
Interested in Communicating with Peers
33
1665
34
685
Interested in communicating with peers about E-Verify or using the
system
33
1665
34
685
E-Verify Listens
79
54
81
18
Experience with E-Verify Listens
79
54
81
18
Satisfaction
85
1758
85
718
Overall satisfaction
87
1758
87
718
Meets expectations
85
1758
85
718
Compared to ideal
83
1758
83
718
Recommend
88
1661
87
691
How likely would you be to recommend the E-Verify program to
others
88
1661
87
691
Confident in Accuracy
90
1700
90
706
How confident are you in the accuracy of the E-Verify program
90
1700
90
706
Future Participation
96
1729
95
706
Likelihood to continue to participate in the E-Verify program in the
future
96
1729
95
706
Usefulness of Manuals
--
0
--
0
Manuals
--
0
--
0
Usefulness of Tutorials
--
0
--
0
Tutorials
--
0
--
0
Usefulness of Refresher Tutorials
--
0
--
0
Refresher Tutorials
--
0
--
0
112 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
1,758
718
Usefulness of E-Verify Public Website
--
0
--
0
E-Verify public website
--
0
--
0
Usefulness of Q and As
--
0
--
0
Q and As
--
0
--
0
Usefulness of E-Verify News Articles
--
0
--
0
E-Verify news articles
--
0
--
0
Usefulness of Helper Text
--
0
--
0
Helper Text
--
0
--
0
Usefulness of Quick Reference Guides
--
0
--
0
Quick Reference Guides
--
0
--
0
Usefulness of E-Verify Call Center
--
0
--
0
E-Verify call center
--
0
--
0
Usefulness of Other E-Verify Users
--
0
--
0
Other E-Verify users
--
0
--
0
E-Verify Monitoring and Compliance Group
85
57
82
19
Assistance received from E-Verify Monitoring and Compliance
Group
85
57
82
19
113 Final Report
Figure 49 - Recent Users Score Table
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
505
266
Awareness / Registration
93
45
88
28
↓
Clarity of instructions on how to enroll
93
45
85
28
↓
Memorandum of understanding makes responsibilities and next
steps clear
91
45
86
28
Ease of submitting registration information
94
45
89
28
↓
Speed of receiving User Name, Password and E-Verify Web
Address
96
45
91
28
Ease of registration process overall
91
45
88
28
Tutorial
92
51
86
30
↓
Helpfulness of information in User Manual
90
25
84
17
Ease of taking online training in terms of understanding content
92
50
87
30
↓
Ease of completing online training in terms of time required
90
51
86
30
Ease of accessing online resources
93
50
86
30
↓
Usefulness of online resources
92
49
85
30
↓
Ease of training process overall
92
51
87
30
Using E-Verify
91
503
90
263
Ease of navigating the E-Verify site
89
494
87
258
Ease of submitting I-9 information on E-Verify
91
483
90
251
Speed of receiving an initial response from E-Verify
95
499
93
261
Clarity of next steps as described in the response
90
494
88
261
Tentative Nonconfirmation (TNC) Resolution Process
82
92
75
42
↓
Speed of resolving the case
82
88
77
40
Clarity of communications about the steps involved in the resolution
process
82
92
74
42
↓
Ease of resolving the case
81
89
75
39
TNC Referral Process
85
64
78
26
Further Action Notice Process
85
72
76
32
↓
Photo Matching
95
235
95
114
Ease of photo matching process
96
235
95
114
Helpfulness in preventing fraud
95
218
94
110
114 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
505
266
Customer Service
89
46
91
30
Ease of accessing representative
87
45
90
29
Professionalism
91
46
91
29
Communication skills
89
46
92
29
Ability to understand your questions/issue
88
46
91
30
Providing guidance on policy/questions
88
45
92
28
Customer Service Before Transfer
93
8
82
4
Ease of accessing representative
90
8
92
4
Professionalism
94
8
83
4
Communication skills
94
8
83
4
Ability to understand your questions/issue
94
8
78
4
Providing guidance on policy/questions
93
8
81
4
Customer Service After Transfer
94
8
90
4
Ease of accessing representative
94
8
83
4
Professionalism
96
8
92
4
Communication skills
94
8
92
4
Ability to understand your questions/issue
93
8
92
4
Providing guidance on policy/questions
93
8
89
4
Customer Service by Email
92
16
65
4
Ability to understand your questions/issue
94
16
69
4
The timeliness with which you received a response
91
16
58
4
Communication skills in the response you received
92
16
64
4
Providing guidance on policy/questions
93
15
67
4
Internet Use
70
479
70
238
Interested in using the Internet rather than having to call or e-mail
E-Verify
70
479
70
238
115 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
505
266
Technical Assistance
86
24
99
4
↑
Ease of accessing representative
88
23
94
4
Professionalism
88
23
100
4
↑
Communication skills
87
23
100
4
↑
Ability to understand your questions/issue
89
23
100
4
↑
Knowledge of technical issues
85
23
100
4
↑
Technical guidance resolving your issue
84
24
100
4
↑
Interested in Communicating with Peers
34
477
30
250
Interested in communicating with peers about E-Verify or using the
system
34
477
30
250
E-Verify Listens
83
15
84
5
Experience with E-Verify Listens
83
15
84
5
Satisfaction
86
505
86
266
Overall satisfaction
88
505
88
266
Meets expectations
86
505
86
266
Compared to ideal
84
505
84
266
Recommend
88
479
88
254
How likely would you be to recommend the E-Verify program to
others
88
479
88
254
Confident in Accuracy
90
484
91
261
How confident are you in the accuracy of the E-Verify program
90
484
91
261
Future Participation
96
495
96
263
Likelihood to continue to participate in the E-Verify program in the
future
96
495
96
263
Usefulness of Manuals
86
38
86
22
Manuals
86
38
86
22
Usefulness of Tutorials
88
47
89
27
Tutorials
88
47
89
27
Usefulness of Refresher Tutorials
88
30
89
17
Refresher Tutorials
88
30
89
17
Usefulness of E-Verify Public Website
92
40
84
26
↓
E-Verify public website
92
40
84
26
↓
116 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
505
266
Usefulness of Q and As
89
37
87
23
Q and As
89
37
87
23
Usefulness of E-Verify News Articles
83
31
92
12
↑
E-Verify news articles
83
31
92
12
↑
Usefulness of Helper Text
84
28
95
12
↑
Helper Text
84
28
95
12
↑
Usefulness of Quick Reference Guides
90
41
89
24
Quick Reference Guides
90
41
89
24
Usefulness of E-Verify Call Center
89
22
89
18
E-Verify call center
89
22
89
18
Usefulness of Other E-Verify Users
87
19
91
13
Other E-Verify users
87
19
91
13
E-Verify Monitoring and Compliance Group
91
15
69
4
↓
Assistance received from E-Verify Monitoring and Compliance
Group
91
15
69
4
↓
117 Final Report
Figure 50 - FAR Users Score Table
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
520
184
Awareness / Registration
91
23
91
9
Clarity of instructions on how to enroll
88
23
88
9
Memorandum of understanding makes responsibilities and next
steps clear
86
23
93
9
Ease of submitting registration information
92
23
89
9
Speed of receiving User Name, Password and E-Verify Web
Address
94
22
94
9
Ease of registration process overall
92
23
93
9
Tutorial
90
24
90
11
Helpfulness of information in User Manual
90
14
76
5
↓
Ease of taking online training in terms of understanding content
89
24
91
11
Ease of completing online training in terms of time required
89
24
93
11
Ease of accessing online resources
93
23
84
11
Usefulness of online resources
86
23
91
11
Ease of training process overall
91
24
92
11
Using E-Verify
91
515
90
182
Ease of navigating the E-Verify site
90
509
88
180
Ease of submitting I-9 information on E-Verify
91
494
89
176
Speed of receiving an initial response from E-Verify
94
511
93
181
Clarity of next steps as described in the response
89
508
88
178
Tentative Nonconfirmation (TNC) Resolution Process
83
82
84
30
Speed of resolving the case
83
79
84
30
Clarity of communications about the steps involved in the resolution
process
83
81
84
30
Ease of resolving the case
83
82
85
29
TNC Referral Process
83
60
86
23
Further Action Notice Process
83
59
82
26
Photo Matching
94
298
94
94
Ease of photo matching process
94
298
94
94
Helpfulness in preventing fraud
95
279
93
86
118 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
520
184
Customer Service
92
58
91
14
Ease of accessing representative
90
58
90
14
Professionalism
93
58
90
14
Communication skills
92
58
91
14
Ability to understand your questions/issue
92
58
91
14
Providing guidance on policy/questions
91
53
91
13
Customer Service Before Transfer
92
4
85
5
Ease of accessing representative
94
4
78
5
Professionalism
94
4
89
5
Communication skills
83
4
87
5
Ability to understand your questions/issue
92
4
80
5
Providing guidance on policy/questions
96
3
84
5
Customer Service After Transfer
90
4
86
5
Ease of accessing representative
89
4
80
5
Professionalism
89
4
87
5
Communication skills
94
4
84
5
Ability to understand your questions/issue
89
4
87
5
Providing guidance on policy/questions
92
4
87
5
Customer Service by Email
89
13
22
2
↓
Ability to understand your questions/issue
91
13
44
1
The timeliness with which you received a response
86
13
22
2
↓
Communication skills in the response you received
91
13
44
1
Providing guidance on policy/questions
88
13
44
1
Internet Use
70
484
74
163
Interested in using the Internet rather than having to call or e-mail
E-Verify
70
484
74
163
119 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
520
184
Technical Assistance
93
19
100
2
↑
Ease of accessing representative
92
19
100
2
↑
Professionalism
92
19
100
2
↑
Communication skills
92
19
100
2
↑
Ability to understand your questions/issue
94
19
100
2
↑
Knowledge of technical issues
94
19
100
2
↑
Technical guidance resolving your issue
94
19
100
2
↑
Interested in Communicating with Peers
33
490
40
177
↑
Interested in communicating with peers about E-Verify or using the
system
33
490
40
177
↑
E-Verify Listens
74
17
81
3
Experience with E-Verify Listens
74
17
81
3
Satisfaction
86
520
86
184
Overall satisfaction
88
520
88
184
Meets expectations
86
520
87
184
Compared to ideal
84
520
83
184
Recommend
90
491
90
178
How likely would you be to recommend the E-Verify program to
others
90
491
90
178
Confident in Accuracy
91
505
92
180
How confident are you in the accuracy of the E-Verify program
91
505
92
180
Future Participation
96
514
96
182
Likelihood to continue to participate in the E-Verify program in the
future
96
514
96
182
Usefulness of Manuals
82
19
78
7
Manuals
82
19
78
7
Usefulness of Tutorials
87
21
91
10
Tutorials
87
21
91
10
Usefulness of Refresher Tutorials
84
12
89
5
Refresher Tutorials
84
12
89
5
120 Final Report
2016
2017
Significant
Difference
Scores
Sample
Scores
Sample
Sample Size
520
184
Usefulness of E-Verify Public Website
91
21
91
11
E-Verify public website
91
21
91
11
Usefulness of Q and As
92
16
93
10
Q and As
92
16
93
10
Usefulness of E-Verify News Articles
84
12
87
7
E-Verify news articles
84
12
87
7
Usefulness of Helper Text
87
11
86
8
Helper Text
87
11
86
8
Usefulness of Quick Reference Guides
91
17
92
7
Quick Reference Guides
91
17
92
7
Usefulness of E-Verify Call Center
84
9
92
4
E-Verify call center
84
9
92
4
Usefulness of Other E-Verify Users
75
8
94
4
Other E-Verify users
75
8
94
4
E-Verify Monitoring and Compliance Group
85
12
89
6
Assistance received from E-Verify Monitoring and Compliance
Group
85
12
89
6
121 Final Report
Business Size Comparison
Figure 51 - Consider Small Business Scores
Small business
Not a small
business
Don´t know
Scores
Sample
Scores
Sample
Scores
Sample
Sample Size
584
185
32
Awareness / Registration
88
54
89
10
84
4
Clarity of instructions on how to enroll
86
54
89
10
81
4
Memorandum of understanding makes responsibilities
and next steps clear
88
54
88
10
81
4
Ease of submitting registration information
89
54
92
10
89
4
Speed of receiving User Name, Password and E-Verify
Web Address
91
53
90
10
92
4
Ease of registration process overall
88
53
88
10
81
4
Tutorial
88
61
89
11
83
6
Helpfulness of information in User Manual
84
33
83
7
78
3
Ease of taking online training in terms of understanding
content
89
61
90
11
85
6
Ease of completing online training in terms of time
required
89
61
90
11
81
6
Ease of accessing online resources
89
61
90
11
74
6
Usefulness of online resources
88
61
87
11
87
6
Ease of training process overall
89
61
89
11
87
6
Using E-Verify
89
580
91
183
92
32
Ease of navigating the E-Verify site
86
572
90
178
90
31
Ease of submitting I-9 information on E-Verify
89
543
92
178
93
32
Speed of receiving an initial response from E-Verify
93
578
94
179
94
31
Clarity of next steps as described in the response
87
574
89
182
90
32
Tentative Nonconfirmation (TNC) Resolution Process
82
72
80
42
84
9
Speed of resolving the case
82
69
80
41
86
9
Clarity of communications about the steps involved in the
resolution process
81
72
81
42
84
9
Ease of resolving the case
83
68
79
41
85
9
TNC Referral Process
85
49
83
29
89
6
Further Action Notice Process
83
59
80
33
91
6
122 Final Report
Small business
Not a small
business
Don´t know
Scores
Sample
Scores
Sample
Scores
Sample
Sample Size
584
185
32
Photo Matching
96
215
93
108
95
20
Ease of photo matching process
96
215
93
108
95
20
Helpfulness in preventing fraud
96
204
93
101
95
20
Customer Service
90
53
88
29
80
5
Ease of accessing representative
89
52
87
29
80
5
Professionalism
91
52
88
29
82
5
Communication skills
91
52
87
29
82
5
Ability to understand your questions/issue
90
53
88
29
78
5
Providing guidance on policy/questions
89
49
88
27
80
5
Customer Service Before Transfer
87
10
93
6
--
0
Ease of accessing representative
80
10
91
6
--
0
Professionalism
90
10
94
6
--
0
Communication skills
90
10
93
6
--
0
Ability to understand your questions/issue
86
10
91
6
--
0
Providing guidance on policy/questions
81
10
94
6
--
0
Customer Service After Transfer
91
10
93
6
--
0
Ease of accessing representative
81
10
93
6
--
0
Professionalism
93
10
93
6
--
0
Communication skills
92
10
93
6
--
0
Ability to understand your questions/issue
93
10
93
6
--
0
Providing guidance on policy/questions
89
10
93
6
--
0
Customer Service by Email
78
12
72
8
100
2
Ability to understand your questions/issue
89
11
71
8
100
2
The timeliness with which you received a response
77
12
75
8
100
2
Communication skills in the response you received
85
11
71
8
100
2
Providing guidance on policy/questions
82
11
72
8
100
2
Internet Use
71
528
71
172
72
27
Interested in using the Internet rather than having to call
or e-mail E-Verify
71
528
71
172
72
27
123 Final Report
Small business
Not a small
business
Don´t know
Scores
Sample
Scores
Sample
Scores
Sample
Sample Size
584
185
32
Technical Assistance
95
10
98
2
99
1
Ease of accessing representative
91
10
100
2
89
1
Professionalism
96
10
100
2
100
1
Communication skills
94
10
100
2
100
1
Ability to understand your questions/issue
94
10
89
2
100
1
Knowledge of technical issues
96
10
100
2
100
1
Technical guidance resolving your issue
94
10
100
2
100
1
Interested in Communicating with Peers
34
556
39
175
37
27
Interested in communicating with peers about E-Verify or
using the system
34
556
39
175
37
27
E-Verify Listens
79
14
91
5
89
1
Experience with E-Verify Listens
79
14
91
5
89
1
Satisfaction
85
584
86
185
89
32
Overall satisfaction
86
584
89
185
90
32
Meets expectations
85
584
87
185
89
32
Compared to ideal
83
584
83
185
89
32
Recommend
87
561
89
179
91
32
How likely would you be to recommend the E-Verify
program to others
87
561
89
179
91
32
Confident in Accuracy
90
574
92
180
92
32
How confident are you in the accuracy of the E-Verify
program
90
574
92
180
92
32
Future Participation
95
572
96
184
99
32
Likelihood to continue to participate in the E-Verify
program in the future
95
572
96
184
99
32
Usefulness of Manuals
84
46
87
7
72
4
Manuals
84
46
87
7
72
4
Usefulness of Tutorials
87
55
86
10
89
6
Tutorials
87
55
86
10
89
6
Usefulness of Refresher Tutorials
86
36
80
6
83
4
Refresher Tutorials
86
36
80
6
83
4
124 Final Report
Small business
Not a small
business
Don´t know
Scores
Sample
Scores
Sample
Scores
Sample
Sample Size
584
185
32
Usefulness of E-Verify Public Website
87
56
80
10
91
5
E-Verify public website
87
56
80
10
91
5
Usefulness of Q and As
85
51
82
8
89
4
Q and As
85
51
82
8
89
4
Usefulness of E-Verify News Articles
89
36
81
4
78
3
E-Verify news articles
89
36
81
4
78
3
Usefulness of Helper Text
88
34
87
5
89
1
Helper Text
88
34
87
5
89
1
Usefulness of Quick Reference Guides
88
47
87
8
85
3
Quick Reference Guides
88
47
87
8
85
3
Usefulness of E-Verify Call Center
84
40
89
4
61
2
E-Verify call center
84
40
89
4
61
2
Usefulness of Other E-Verify Users
89
32
89
4
--
0
Other E-Verify users
89
32
89
4
--
0
E-Verify Monitoring and Compliance Group
81
14
87
10
--
0
Assistance received from E-Verify Monitoring and
Compliance Group
81
14
87
10
--
0
125 Final Report
Number of Employees Comparison
Figure 52 - How Many Do You Employ Scores
1-4
5-29
30-99
100-299
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
83
49
578
248
575
221
384
158
Awareness / Registration
87
84
93
92
92
85
93
88
Clarity of instructions on how to enroll
83
81
92
93
91
82
92
85
Memorandum of understanding makes
responsibilities and next steps clear
86
86
92
92
89
86
93
84
Ease of submitting registration information
87
85
93
92
94
86
94
91
Speed of receiving User Name, Password
and E-Verify Web Address
90
86
95
94
94
85
94
93
Ease of registration process overall
87
83
93
91
90
84
93
89
Tutorial
84
87
90
91
90
84
91
90
Helpfulness of information in User Manual
76
86
90
90
90
75
88
80
Ease of taking online training in terms of
understanding content
84
88
90
91
91
85
92
91
Ease of completing online training in terms
of time required
83
88
88
92
89
85
89
90
Ease of accessing online resources
87
90
92
91
92
84
92
92
Usefulness of online resources
85
85
90
90
89
84
91
91
Ease of training process overall
84
87
90
92
90
84
92
91
Using E-Verify
85
81
90
90
92
90
92
92
Ease of navigating the E-Verify site
82
78
87
87
91
88
91
91
Ease of submitting I-9 information on E-
Verify
84
80
89
89
92
90
92
92
Speed of receiving an initial response from
E-Verify
91
88
94
93
96
93
95
95
Clarity of next steps as described in the
response
82
77
89
88
91
89
90
91
Tentative Nonconfirmation (TNC)
Resolution Process
86
--
85
78
82
85
82
82
Speed of resolving the case
83
--
83
76
82
87
85
81
Clarity of communications about the steps
involved in the resolution process
83
--
87
76
82
85
81
79
Ease of resolving the case
86
--
84
71
81
90
82
84
TNC Referral Process
86
--
88
82
83
90
84
81
Further Action Notice Process
89
--
88
81
83
85
83
83
126 Final Report
1-4
5-29
30-99
100-299
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
83
49
578
248
575
221
384
158
Photo Matching
97
100
95
95
95
95
95
95
Ease of photo matching process
97
100
95
95
95
95
95
96
Helpfulness in preventing fraud
96
100
94
95
95
95
96
95
Customer Service
81
76
94
93
89
95
95
82
Ease of accessing representative
78
72
92
92
86
93
94
82
Professionalism
96
78
94
93
92
96
95
81
Communication skills
94
76
95
93
91
96
95
82
Ability to understand your questions/issue
94
74
94
94
89
95
95
83
Providing guidance on policy/questions
94
78
94
93
88
93
94
83
Customer Service Before Transfer
82
--
93
85
50
91
93
96
Ease of accessing representative
89
--
93
78
44
50
92
96
Professionalism
89
--
93
89
44
100
94
96
Communication skills
44
--
93
89
78
100
94
96
Ability to understand your questions/issue
89
--
93
81
44
100
94
96
Providing guidance on policy/questions
89
--
93
81
44
72
91
96
Customer Service After Transfer
73
--
93
86
81
94
91
96
Ease of accessing representative
67
--
93
72
78
72
92
96
Professionalism
67
--
93
89
100
100
92
96
Communication skills
89
--
93
86
67
100
90
96
Ability to understand your questions/issue
67
--
93
89
78
100
90
96
Providing guidance on policy/questions
78
--
93
86
78
83
87
96
Customer Service by Email
96
71
86
82
89
47
90
82
Ability to understand your questions/issue
100
83
87
89
90
63
92
78
The timeliness with which you received a
response
78
67
87
78
89
47
87
89
Communication skills in the response you
received
100
72
83
78
91
63
91
82
Providing guidance on policy/questions
100
61
87
81
85
63
89
80
127 Final Report
1-4
5-29
30-99
100-299
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
83
49
578
248
575
221
384
158
Internet Use
65
79
67
69
70
72
71
73
Interested in using the Internet rather than
having to call or e-mail E-Verify
65
79
67
69
70
72
71
73
Technical Assistance
93
--
90
92
82
92
97
100
Ease of accessing representative
97
--
91
86
89
89
96
96
Professionalism
92
--
91
94
90
93
97
100
Communication skills
97
--
88
92
86
93
98
100
Ability to understand your questions/issue
97
--
89
92
85
93
97
100
Knowledge of technical issues
86
--
91
94
75
93
97
100
Technical guidance resolving your issue
86
--
91
92
77
93
98
100
Interested in Communicating with Peers
32
34
27
31
31
34
35
38
Interested in communicating with peers
about E-Verify or using the system
32
34
27
31
31
34
35
38
E-Verify Listens
100
100
77
74
83
83
83
96
Experience with E-Verify Listens
100
100
77
74
83
83
83
96
Satisfaction
79
77
84
86
87
85
87
89
Overall satisfaction
81
78
86
87
90
87
89
91
Meets expectations
77
77
84
86
87
85
87
88
Compared to ideal
78
77
83
84
85
83
85
87
Recommend
82
77
86
89
90
86
91
91
How likely would you be to recommend the
E-Verify program to others
82
77
86
89
90
86
91
91
Confident in Accuracy
88
86
89
90
91
91
91
93
How confident are you in the accuracy of
the E-Verify program
88
86
89
90
91
91
91
93
Future Participation
90
90
95
95
97
95
97
97
Likelihood to continue to participate in the
E-Verify program in the future
90
90
95
95
97
95
97
97
Usefulness of Manuals
78
91
76
90
89
73
87
93
Manuals
78
91
76
90
89
73
87
93
Usefulness of Tutorials
83
93
83
91
89
78
89
90
Tutorials
83
93
83
91
89
78
89
90
128 Final Report
1-4
5-29
30-99
100-299
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
83
49
578
248
575
221
384
158
Usefulness of Refresher Tutorials
83
91
78
90
87
73
88
87
Refresher Tutorials
83
91
78
90
87
73
88
87
Usefulness of E-Verify Public Website
85
89
86
89
91
82
90
90
E-Verify public website
85
89
86
89
91
82
90
90
Usefulness of Q and As
86
85
83
89
87
77
91
90
Q and As
86
85
83
89
87
77
91
90
Usefulness of E-Verify News Articles
74
94
76
92
86
79
92
89
E-Verify news articles
74
94
76
92
86
79
92
89
Usefulness of Helper Text
76
97
76
89
84
84
89
86
Helper Text
76
97
76
89
84
84
89
86
Usefulness of Quick Reference Guides
82
93
84
91
90
77
92
92
Quick Reference Guides
82
93
84
91
90
77
92
92
Usefulness of E-Verify Call Center
87
86
84
93
86
76
91
87
E-Verify call center
87
86
84
93
86
76
91
87
Usefulness of Other E-Verify Users
83
94
72
93
81
88
92
82
Other E-Verify users
83
94
72
93
81
88
92
82
E-Verify Monitoring and Compliance
Group
94
56
90
100
92
100
86
86
Assistance received from E-Verify
Monitoring and Compliance Group
94
56
90
100
92
100
86
86
129 Final Report
Figure 53 - How Many Do You Employ Scores (cont.)
300-999
1,000-9,999
10,000+
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
188
74
86
47
25
4
Awareness / Registration
87
91
89
89
74
--
Clarity of instructions on how to enroll
81
82
89
89
56
--
Memorandum of understanding makes responsibilities
and next steps clear
83
84
94
89
67
--
Ease of submitting registration information
92
96
89
89
78
--
Speed of receiving User Name, Password and E-Verify
Web Address
94
100
94
89
100
--
Ease of registration process overall
83
91
78
89
56
--
Tutorial
89
88
96
82
92
--
Helpfulness of information in User Manual
96
82
83
72
100
--
Ease of taking online training in terms of understanding
content
87
89
100
86
100
--
Ease of completing online training in terms of time
required
89
85
100
86
83
--
Ease of accessing online resources
94
91
100
61
89
--
Usefulness of online resources
87
89
94
83
94
--
Ease of training process overall
87
91
94
89
89
--
Using E-Verify
90
89
89
89
84
92
Ease of navigating the E-Verify site
89
87
88
86
84
92
Ease of submitting I-9 information on E-Verify
90
90
90
89
86
94
Speed of receiving an initial response from E-Verify
94
91
91
94
86
100
Clarity of next steps as described in the response
88
85
86
85
81
81
Tentative Nonconfirmation (TNC) Resolution Process
81
78
81
83
76
85
Speed of resolving the case
81
78
81
84
71
83
Clarity of communications about the steps involved in the
resolution process
82
77
81
85
77
89
Ease of resolving the case
81
79
82
81
68
75
TNC Referral Process
82
79
85
91
78
89
Further Action Notice Process
81
77
84
87
79
89
130 Final Report
300-999
1,000-9,999
10,000+
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
188
74
86
47
25
4
Photo Matching
95
95
91
92
88
89
Ease of photo matching process
95
96
92
92
89
89
Helpfulness in preventing fraud
95
94
90
92
91
89
Customer Service
89
83
90
90
81
99
Ease of accessing representative
90
87
87
86
79
100
Professionalism
90
84
91
90
84
100
Communication skills
87
79
90
92
86
100
Ability to understand your questions/issue
89
82
89
90
79
94
Providing guidance on policy/questions
90
83
89
90
73
100
Customer Service Before Transfer
97
94
--
73
92
91
Ease of accessing representative
97
94
--
94
91
78
Professionalism
97
94
--
72
98
100
Communication skills
97
94
--
72
96
89
Ability to understand your questions/issue
97
94
--
67
89
78
Providing guidance on policy/questions
97
94
--
72
89
100
Customer Service After Transfer
100
94
--
89
86
89
Ease of accessing representative
100
94
--
89
96
89
Professionalism
100
94
--
89
96
89
Communication skills
100
94
--
89
80
89
Ability to understand your questions/issue
100
94
--
89
78
89
Providing guidance on policy/questions
100
94
--
89
78
89
Customer Service by Email
91
--
93
100
58
72
Ability to understand your questions/issue
93
--
93
100
67
72
The timeliness with which you received a response
88
--
92
100
52
72
Communication skills in the response you received
89
--
93
100
67
72
Providing guidance on policy/questions
92
--
93
100
41
72
131 Final Report
300-999
1,000-9,999
10,000+
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
188
74
86
47
25
4
Internet Use
73
70
72
69
85
67
Interested in using the Internet rather than having to call
or e-mail E-Verify
73
70
72
69
85
67
Technical Assistance
83
97
94
100
67
--
Ease of accessing representative
83
100
91
100
72
--
Professionalism
86
100
96
100
83
--
Communication skills
82
100
95
100
83
--
Ability to understand your questions/issue
82
78
93
100
72
--
Knowledge of technical issues
82
100
93
100
39
--
Technical guidance resolving your issue
83
100
93
100
39
--
Interested in Communicating with Peers
41
43
49
39
69
61
Interested in communicating with peers about E-Verify or
using the system
41
43
49
39
69
61
E-Verify Listens
70
100
72
--
89
85
Experience with E-Verify Listens
70
100
72
--
89
85
Satisfaction
85
84
84
84
81
83
Overall satisfaction
86
86
87
86
83
81
Meets expectations
85
86
83
84
83
86
Compared to ideal
82
78
82
81
76
83
Recommend
89
86
89
91
85
93
How likely would you be to recommend the E-Verify
program to others
89
86
89
91
85
93
Confident in Accuracy
88
89
89
88
86
97
How confident are you in the accuracy of the E-Verify
program
88
89
89
88
86
97
Future Participation
96
94
96
97
98
97
Likelihood to continue to participate in the E-Verify
program in the future
96
94
96
97
98
97
Usefulness of Manuals
97
76
83
61
78
--
Manuals
97
76
83
61
78
--
Usefulness of Tutorials
94
89
89
78
89
--
Tutorials
94
89
89
78
89
--
132 Final Report
300-999
1,000-9,999
10,000+
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
188
74
86
47
25
4
Usefulness of Refresher Tutorials
93
81
83
81
89
--
Refresher Tutorials
93
81
83
81
89
--
Usefulness of E-Verify Public Website
94
81
83
83
94
--
E-Verify public website
94
81
83
83
94
--
Usefulness of Q and As
94
89
78
78
89
--
Q and As
94
89
78
78
89
--
Usefulness of E-Verify News Articles
97
89
78
70
89
--
E-Verify news articles
97
89
78
70
89
--
Usefulness of Helper Text
94
93
78
67
83
--
Helper Text
94
93
78
67
83
--
Usefulness of Quick Reference Guides
89
83
89
78
94
--
Quick Reference Guides
89
83
89
78
94
--
Usefulness of E-Verify Call Center
91
70
89
44
94
--
E-Verify call center
91
70
89
44
94
--
Usefulness of Other E-Verify Users
94
85
89
56
100
--
Other E-Verify users
94
85
89
56
100
--
E-Verify Monitoring and Compliance Group
74
78
88
87
82
93
Assistance received from E-Verify Monitoring and
Compliance Group
74
78
88
87
82
93
133 Final Report
Enrollment Date Comparison
Figure 54 - When Did Your Organization Enroll Scores
Within the last
six months
Within the last
six to twelve
months
One or two
years ago
More than two
years ago
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
57
29
104
54
362
122
1,396
596
Awareness / Registration
93
88
91
88
--
--
--
--
Clarity of instructions on how to enroll
93
87
88
85
--
--
--
--
Memorandum of understanding makes
responsibilities and next steps clear
91
87
89
88
--
--
--
--
Ease of submitting registration information
94
91
92
88
--
--
--
--
Speed of receiving User Name, Password
and E-Verify Web Address
95
89
93
92
--
--
--
--
Ease of registration process overall
92
87
90
87
--
--
--
--
Tutorial
91
89
89
87
--
--
--
--
Helpfulness of information in User Manual
88
85
90
83
--
--
--
--
Ease of taking online training in terms of
understanding content
93
90
89
88
--
--
--
--
Ease of completing online training in terms
of time required
89
90
88
88
--
--
--
--
Ease of accessing online resources
94
90
91
86
--
--
--
--
Usefulness of online resources
90
88
89
87
--
--
--
--
Ease of training process overall
92
89
89
88
--
--
--
--
Using E-Verify
93
91
92
90
89
87
91
90
Ease of navigating the E-Verify site
92
90
91
89
87
84
89
88
Ease of submitting I-9 information on E-
Verify
93
89
91
91
89
87
91
90
Speed of receiving an initial response from
E-Verify
96
93
94
93
93
91
95
94
Clarity of next steps as described in the
response
93
91
91
87
88
86
89
88
Tentative Nonconfirmation (TNC)
Resolution Process
76
86
88
87
84
86
81
80
Speed of resolving the case
76
85
87
90
85
89
81
80
Clarity of communications about the steps
involved in the resolution process
78
85
90
84
82
85
81
80
Ease of resolving the case
74
89
87
86
84
88
80
80
TNC Referral Process
83
67
89
88
86
89
82
84
Further Action Notice Process
83
85
90
86
83
89
82
81
134 Final Report
Within the last
six months
Within the last
six to twelve
months
One or two
years ago
More than two
years ago
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
57
29
104
54
362
122
1,396
596
Photo Matching
98
94
97
95
95
96
94
95
Ease of photo matching process
98
94
97
95
95
96
94
95
Helpfulness in preventing fraud
98
94
97
95
94
96
94
95
Customer Service
94
82
91
87
89
90
91
90
Ease of accessing representative
94
82
94
90
88
89
89
87
Professionalism
95
82
90
87
91
89
93
90
Communication skills
94
82
90
86
90
89
92
90
Ability to understand your questions/issue
95
82
91
85
89
90
91
90
Providing guidance on policy/questions
91
82
93
86
89
88
91
90
Customer Service Before Transfer
100
91
--
100
93
78
90
85
Ease of accessing representative
100
50
--
100
93
78
90
85
Professionalism
100
100
--
100
93
78
92
88
Communication skills
100
100
--
100
93
78
91
86
Ability to understand your questions/issue
100
100
--
100
93
78
90
80
Providing guidance on policy/questions
100
72
--
100
93
78
88
84
Customer Service After Transfer
97
94
--
100
96
78
89
89
Ease of accessing representative
100
72
--
100
96
78
91
83
Professionalism
100
100
--
100
96
78
93
90
Communication skills
100
100
--
100
96
78
87
89
Ability to understand your questions/issue
94
100
--
100
96
78
86
90
Providing guidance on policy/questions
89
83
--
100
96
78
86
89
Customer Service by Email
86
85
92
89
80
44
91
80
Ability to understand your questions/issue
85
83
93
89
83
89
92
82
The timeliness with which you received a
response
89
83
91
89
79
44
87
81
Communication skills in the response you
received
85
83
93
89
79
89
92
80
Providing guidance on policy/questions
85
89
86
89
80
89
89
78
135 Final Report
Within the last
six months
Within the last
six to twelve
months
One or two
years ago
More than two
years ago
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
57
29
104
54
362
122
1,396
596
Internet Use
79
78
76
78
67
76
69
69
Interested in using the Internet rather than
having to call or e-mail E-Verify
79
78
76
78
67
76
69
69
Technical Assistance
89
100
93
99
91
--
89
95
Ease of accessing representative
91
100
94
89
94
--
89
92
Professionalism
89
100
93
100
94
--
92
96
Communication skills
91
100
94
100
95
--
89
95
Ability to understand your questions/issue
89
100
93
100
94
--
89
93
Knowledge of technical issues
87
100
93
100
91
--
86
96
Technical guidance resolving your issue
87
100
94
100
88
--
87
95
Interested in Communicating with Peers
38
47
36
46
30
36
33
33
Interested in communicating with peers
about E-Verify or using the system
38
47
36
46
30
36
33
33
E-Verify Listens
89
100
83
100
79
75
79
83
Experience with E-Verify Listens
89
100
83
100
79
75
79
83
Satisfaction
89
87
86
85
84
83
86
86
Overall satisfaction
91
88
87
87
86
84
87
88
Meets expectations
89
89
86
85
83
83
86
86
Compared to ideal
87
85
85
84
82
81
83
84
Recommend
93
89
90
89
86
85
89
88
How likely would you be to recommend the
E-Verify program to others
93
89
90
89
86
85
89
88
Confident in Accuracy
91
94
93
91
89
90
90
90
How confident are you in the accuracy of
the E-Verify program
91
94
93
91
89
90
90
90
Future Participation
97
95
96
96
96
92
96
96
Likelihood to continue to participate in the
E-Verify program in the future
97
95
96
96
96
92
96
96
Usefulness of Manuals
86
85
82
83
--
--
--
--
Manuals
86
85
82
83
--
--
--
--
Usefulness of Tutorials
90
89
84
86
--
--
--
--
Tutorials
90
89
84
86
--
--
--
--
136 Final Report
Within the last
six months
Within the last
six to twelve
months
One or two
years ago
More than two
years ago
2016
2017
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
57
29
104
54
362
122
1,396
596
Usefulness of Refresher Tutorials
86
84
84
86
--
--
--
--
Refresher Tutorials
86
84
84
86
--
--
--
--
Usefulness of E-Verify Public Website
90
88
88
85
--
--
--
--
E-Verify public website
90
88
88
85
--
--
--
--
Usefulness of Q and As
84
86
88
85
--
--
--
--
Q and As
84
86
88
85
--
--
--
--
Usefulness of E-Verify News Articles
85
83
83
89
--
--
--
--
E-Verify news articles
85
83
83
89
--
--
--
--
Usefulness of Helper Text
80
89
83
88
--
--
--
--
Helper Text
80
89
83
88
--
--
--
--
Usefulness of Quick Reference Guides
87
88
87
87
--
--
--
--
Quick Reference Guides
87
88
87
87
--
--
--
--
Usefulness of E-Verify Call Center
88
82
87
84
--
--
--
--
E-Verify call center
88
82
87
84
--
--
--
--
Usefulness of Other E-Verify Users
83
90
83
88
--
--
--
--
Other E-Verify users
83
90
83
88
--
--
--
--
E-Verify Monitoring and Compliance
Group
93
78
86
96
79
44
86
84
Assistance received from E-Verify
Monitoring and Compliance Group
93
78
86
96
79
44
86
84
137 Final Report
Frequency of Use Comparison
Figure 55 - Frequency Of Use Scores
Once a week or
more
Two or three
times a month
About once a
month
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
316
140
387
133
252
112
Awareness / Registration
90
93
94
92
93
83
Clarity of instructions on how to enroll
91
90
94
88
93
81
Memorandum of understanding makes responsibilities and next
steps clear
89
91
93
93
90
81
Ease of submitting registration information
91
96
95
91
93
86
Speed of receiving User Name, Password and E-Verify Web
Address
92
96
97
94
94
86
Ease of registration process overall
89
94
93
92
92
83
Tutorial
88
91
94
90
89
90
Helpfulness of information in User Manual
84
85
95
76
87
89
Ease of taking online training in terms of understanding content
88
92
95
91
91
90
Ease of completing online training in terms of time required
88
90
91
93
86
89
Ease of accessing online resources
89
90
95
90
90
90
Usefulness of online resources
89
92
93
88
89
90
Ease of training process overall
87
93
93
92
89
89
Using E-Verify
90
90
92
90
92
92
Ease of navigating the E-Verify site
89
89
91
88
91
91
Ease of submitting I-9 information on E-Verify
90
91
92
90
92
93
Speed of receiving an initial response from E-Verify
93
94
95
92
95
95
Clarity of next steps as described in the response
88
87
90
87
90
91
Tentative Nonconfirmation (TNC) Resolution Process
80
79
85
85
81
82
Speed of resolving the case
80
80
86
84
79
83
Clarity of communications about the steps involved in the resolution
process
80
78
85
88
82
78
Ease of resolving the case
80
78
85
86
80
89
TNC Referral Process
82
84
86
89
85
86
Further Action Notice Process
82
82
86
88
84
78
138 Final Report
Once a week or
more
Two or three
times a month
About once a
month
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
316
140
387
133
252
112
Photo Matching
94
95
95
95
95
96
Ease of photo matching process
94
95
95
95
95
96
Helpfulness in preventing fraud
94
95
95
94
95
96
Customer Service
90
88
91
88
93
96
Ease of accessing representative
89
89
91
86
93
94
Professionalism
91
89
93
88
94
97
Communication skills
91
88
91
90
93
96
Ability to understand your questions/issue
89
88
90
89
93
96
Providing guidance on policy/questions
89
89
91
88
92
95
Customer Service Before Transfer
91
89
97
100
75
85
Ease of accessing representative
90
91
97
100
72
44
Professionalism
94
90
97
100
72
94
Communication skills
93
89
97
100
89
94
Ability to understand your questions/issue
90
85
97
100
72
94
Providing guidance on policy/questions
89
89
97
100
72
67
Customer Service After Transfer
88
92
97
100
90
88
Ease of accessing representative
93
89
97
100
89
67
Professionalism
92
93
100
100
100
94
Communication skills
85
93
97
100
83
94
Ability to understand your questions/issue
84
93
97
100
89
94
Providing guidance on policy/questions
84
91
94
100
89
78
Customer Service by Email
85
88
94
94
95
67
Ability to understand your questions/issue
88
89
95
94
96
67
The timeliness with which you received a response
83
86
92
94
94
67
Communication skills in the response you received
86
89
95
94
94
67
Providing guidance on policy/questions
84
88
94
94
94
67
139 Final Report
Once a week or
more
Two or three
times a month
About once a
month
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
316
140
387
133
252
112
Internet Use
75
76
71
75
72
71
Interested in using the Internet rather than having to call or e-mail
E-Verify
75
76
71
75
72
71
Technical Assistance
86
99
92
100
90
--
Ease of accessing representative
89
96
88
100
91
--
Professionalism
91
100
96
100
91
--
Communication skills
89
100
94
100
85
--
Ability to understand your questions/issue
86
96
93
100
91
--
Knowledge of technical issues
81
100
92
100
91
--
Technical guidance resolving your issue
82
100
93
100
91
--
Interested in Communicating with Peers
43
43
36
38
34
34
Interested in communicating with peers about E-Verify or using the
system
43
43
36
38
34
34
E-Verify Listens
81
87
81
86
80
100
Experience with E-Verify Listens
81
87
81
86
80
100
Satisfaction
85
85
87
87
87
87
Overall satisfaction
86
88
89
89
90
89
Meets expectations
86
86
87
87
87
87
Compared to ideal
83
83
85
85
85
86
Recommend
90
90
92
89
91
91
How likely would you be to recommend the E-Verify program to
others
90
90
92
89
91
91
Confident in Accuracy
89
88
92
93
92
93
How confident are you in the accuracy of the E-Verify program
89
88
92
93
92
93
Future Participation
97
97
97
96
97
97
Likelihood to continue to participate in the E-Verify program in the
future
97
97
97
96
97
97
Usefulness of Manuals
84
83
93
74
81
89
Manuals
84
83
93
74
81
89
Usefulness of Tutorials
88
88
94
82
83
93
Tutorials
88
88
94
82
83
93
140 Final Report
Once a week or
more
Two or three
times a month
About once a
month
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
316
140
387
133
252
112
Usefulness of Refresher Tutorials
86
89
92
74
86
89
Refresher Tutorials
86
89
92
74
86
89
Usefulness of E-Verify Public Website
85
88
93
83
91
89
E-Verify public website
85
88
93
83
91
89
Usefulness of Q and As
86
93
91
84
86
69
Q and As
86
93
91
84
86
69
Usefulness of E-Verify News Articles
89
91
87
86
91
81
E-Verify news articles
89
91
87
86
91
81
Usefulness of Helper Text
87
92
86
87
87
96
Helper Text
87
92
86
87
87
96
Usefulness of Quick Reference Guides
84
91
91
81
91
94
Quick Reference Guides
84
91
91
81
91
94
Usefulness of E-Verify Call Center
89
81
91
94
92
69
E-Verify call center
89
81
91
94
92
69
Usefulness of Other E-Verify Users
89
86
90
97
87
94
Other E-Verify users
89
86
90
97
87
94
E-Verify Monitoring and Compliance Group
85
85
82
81
96
94
Assistance received from E-Verify Monitoring and Compliance
Group
85
85
82
81
96
94
141 Final Report
Figure 56 - Frequency Of Use Scores (cont.)
Once every few
months
Once or twice a
year
Less than once
a year
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
571
232
290
133
103
51
Awareness / Registration
93
87
88
88
84
79
Clarity of instructions on how to enroll
92
85
83
88
78
74
Memorandum of understanding makes responsibilities and next
steps clear
91
85
89
89
82
85
Ease of submitting registration information
94
89
89
89
88
74
Speed of receiving User Name, Password and E-Verify Web
Address
95
90
91
88
91
89
Ease of registration process overall
93
86
88
86
79
74
Tutorial
93
86
83
88
81
75
Helpfulness of information in User Manual
89
87
89
84
89
67
Ease of taking online training in terms of understanding content
93
86
83
88
77
78
Ease of completing online training in terms of time required
92
85
82
89
80
78
Ease of accessing online resources
94
84
85
89
89
78
Usefulness of online resources
92
86
81
87
79
70
Ease of training process overall
93
86
85
88
80
74
Using E-Verify
92
90
89
89
89
81
Ease of navigating the E-Verify site
89
87
85
86
88
78
Ease of submitting I-9 information on E-Verify
91
90
88
88
87
79
Speed of receiving an initial response from E-Verify
95
94
94
92
91
87
Clarity of next steps as described in the response
90
89
88
87
88
79
Tentative Nonconfirmation (TNC) Resolution Process
80
87
88
68
91
--
Speed of resolving the case
80
88
88
69
94
--
Clarity of communications about the steps involved in the resolution
process
80
87
88
61
89
--
Ease of resolving the case
82
89
89
69
89
--
TNC Referral Process
81
87
87
59
100
--
Further Action Notice Process
80
87
90
67
100
--
142 Final Report
Once every few
months
Once or twice a
year
Less than once
a year
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
571
232
290
133
103
51
Photo Matching
95
95
96
94
98
93
Ease of photo matching process
95
95
96
94
99
89
Helpfulness in preventing fraud
95
95
95
94
97
96
Customer Service
92
86
84
87
97
99
Ease of accessing representative
88
86
79
83
97
94
Professionalism
93
86
93
89
97
100
Communication skills
93
86
92
87
97
100
Ability to understand your questions/issue
93
86
92
87
97
100
Providing guidance on policy/questions
91
84
91
88
96
100
Customer Service Before Transfer
94
89
100
--
82
--
Ease of accessing representative
94
83
100
--
89
--
Professionalism
94
92
100
--
89
--
Communication skills
94
92
100
--
44
--
Ability to understand your questions/issue
94
86
100
--
89
--
Providing guidance on policy/questions
89
86
100
--
89
--
Customer Service After Transfer
94
90
100
--
73
--
Ease of accessing representative
94
83
100
--
67
--
Professionalism
94
92
100
--
67
--
Communication skills
94
89
100
--
89
--
Ability to understand your questions/issue
94
92
100
--
67
--
Providing guidance on policy/questions
89
92
100
--
78
--
Customer Service by Email
84
44
93
85
--
--
Ability to understand your questions/issue
86
63
94
89
--
--
The timeliness with which you received a response
79
47
94
89
--
--
Communication skills in the response you received
88
56
89
81
--
--
Providing guidance on policy/questions
81
52
94
81
--
--
143 Final Report
Once every few
months
Once or twice a
year
Less than once
a year
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
571
232
290
133
103
51
Internet Use
68
69
63
65
69
75
Interested in using the Internet rather than having to call or e-mail
E-Verify
68
69
63
65
69
75
Technical Assistance
90
94
98
85
89
--
Ease of accessing representative
90
94
100
72
94
--
Professionalism
93
94
97
89
72
--
Communication skills
90
94
100
83
83
--
Ability to understand your questions/issue
87
92
100
89
94
--
Knowledge of technical issues
90
94
94
89
94
--
Technical guidance resolving your issue
90
94
94
83
100
--
Interested in Communicating with Peers
30
35
25
29
26
26
Interested in communicating with peers about E-Verify or using the
system
30
35
25
29
26
26
E-Verify Listens
81
83
67
63
--
61
Experience with E-Verify Listens
81
83
67
63
--
61
Satisfaction
86
86
83
84
81
73
Overall satisfaction
88
88
85
85
83
75
Meets expectations
86
86
82
84
80
75
Compared to ideal
84
84
80
83
80
70
Recommend
87
89
85
85
85
72
How likely would you be to recommend the E-Verify program to
others
87
89
85
85
85
72
Confident in Accuracy
90
91
89
90
88
81
How confident are you in the accuracy of the E-Verify program
90
91
89
90
88
81
Future Participation
96
97
94
93
90
84
Likelihood to continue to participate in the E-Verify program in the
future
96
97
94
93
90
84
Usefulness of Manuals
81
83
65
90
85
78
Manuals
81
83
65
90
85
78
Usefulness of Tutorials
86
84
74
91
87
100
Tutorials
86
84
74
91
87
100
144 Final Report
Once every few
months
Once or twice a
year
Less than once
a year
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
571
232
290
133
103
51
Usefulness of Refresher Tutorials
82
83
68
91
83
100
Refresher Tutorials
82
83
68
91
83
100
Usefulness of E-Verify Public Website
89
87
77
88
90
70
E-Verify public website
89
87
77
88
90
70
Usefulness of Q and As
87
83
75
91
91
74
Q and As
87
83
75
91
91
74
Usefulness of E-Verify News Articles
82
85
68
90
76
78
E-Verify news articles
82
85
68
90
76
78
Usefulness of Helper Text
78
81
68
90
83
100
Helper Text
78
81
68
90
83
100
Usefulness of Quick Reference Guides
89
85
78
91
87
100
Quick Reference Guides
89
85
78
91
87
100
Usefulness of E-Verify Call Center
85
83
69
89
84
33
E-Verify call center
85
83
69
89
84
33
Usefulness of Other E-Verify Users
77
87
53
91
87
78
Other E-Verify users
77
87
53
91
87
78
E-Verify Monitoring and Compliance Group
83
72
93
72
--
--
Assistance received from E-Verify Monitoring and Compliance
Group
83
72
93
72
--
--
145 Final Report
Organization Type Comparison
Figure 57 - Which Best Describes Organization Scores
General User
Temporary
Agency or
Employment
Agency
E-Verify
Employer Agent
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
1,801
755
63
23
55
23
Awareness / Registration
92
88
90
84
93
100
Clarity of instructions on how to enroll
90
86
97
85
93
100
Memorandum of understanding makes responsibilities
and next steps clear
90
88
78
85
93
100
Ease of submitting registration information
93
89
92
85
93
100
Speed of receiving User Name, Password and E-Verify
Web Address
94
91
92
85
93
100
Ease of registration process overall
91
87
89
81
93
100
Tutorial
90
88
86
74
93
100
Helpfulness of information in User Manual
90
82
78
83
100
100
Ease of taking online training in terms of understanding
content
90
89
91
74
93
100
Ease of completing online training in terms of time
required
88
89
84
74
93
100
Ease of accessing online resources
92
88
89
70
93
100
Usefulness of online resources
89
88
87
78
93
100
Ease of training process overall
90
89
87
70
93
100
Using E-Verify
91
90
92
88
92
90
Ease of navigating the E-Verify site
89
87
92
88
89
90
Ease of submitting I-9 information on E-Verify
91
90
91
88
90
92
Speed of receiving an initial response from E-Verify
94
93
94
92
95
92
Clarity of next steps as described in the response
89
88
91
84
91
86
Tentative Nonconfirmation (TNC) Resolution Process
82
82
84
84
79
67
Speed of resolving the case
82
82
83
86
82
67
Clarity of communications about the steps involved in the
resolution process
82
81
85
84
80
74
Ease of resolving the case
81
84
85
82
81
48
TNC Referral Process
83
85
86
88
77
70
Further Action Notice Process
83
83
86
83
77
78
146 Final Report
General User
Temporary
Agency or
Employment
Agency
E-Verify
Employer Agent
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
1,801
755
63
23
55
23
Photo Matching
95
95
93
96
93
98
Ease of photo matching process
95
95
93
96
93
97
Helpfulness in preventing fraud
95
95
93
96
93
98
Customer Service
91
88
95
93
89
100
Ease of accessing representative
89
87
95
93
85
100
Professionalism
92
89
95
93
96
100
Communication skills
92
88
94
93
96
100
Ability to understand your questions/issue
91
88
95
92
70
100
Providing guidance on policy/questions
90
88
94
92
93
100
Customer Service Before Transfer
91
92
89
73
100
87
Ease of accessing representative
91
83
89
94
100
78
Professionalism
93
94
89
72
100
94
Communication skills
92
94
89
72
100
89
Ability to understand your questions/issue
91
93
89
67
100
78
Providing guidance on policy/questions
90
88
89
72
100
89
Customer Service After Transfer
92
93
84
89
100
86
Ease of accessing representative
94
87
86
89
100
72
Professionalism
96
94
83
89
100
89
Communication skills
90
94
83
89
100
89
Ability to understand your questions/issue
88
94
86
89
100
89
Providing guidance on policy/questions
88
92
83
89
100
83
Customer Service by Email
90
76
80
92
69
72
Ability to understand your questions/issue
92
83
81
89
78
78
The timeliness with which you received a response
88
78
85
96
52
63
Communication skills in the response you received
91
80
78
96
67
70
Providing guidance on policy/questions
88
79
74
89
74
74
147 Final Report
General User
Temporary
Agency or
Employment
Agency
E-Verify
Employer Agent
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
1,801
755
63
23
55
23
Internet Use
69
71
78
71
79
81
Interested in using the Internet rather than having to call
or e-mail E-Verify
69
71
78
71
79
81
Technical Assistance
91
95
85
99
75
--
Ease of accessing representative
92
93
86
89
83
--
Professionalism
93
96
89
100
94
--
Communication skills
92
95
83
100
94
--
Ability to understand your questions/issue
92
94
88
100
56
--
Knowledge of technical issues
90
96
81
100
44
--
Technical guidance resolving your issue
90
95
82
100
61
--
Interested in Communicating with Peers
32
34
54
54
43
43
Interested in communicating with peers about E-Verify or
using the system
32
34
54
54
43
43
E-Verify Listens
77
82
84
81
94
86
Experience with E-Verify Listens
77
82
84
81
94
86
Satisfaction
85
85
86
86
87
87
Overall satisfaction
87
87
87
86
87
89
Meets expectations
85
85
87
87
87
88
Compared to ideal
83
83
83
85
87
84
Recommend
88
87
91
90
92
92
How likely would you be to recommend the E-Verify
program to others
88
87
91
90
92
92
Confident in Accuracy
90
91
93
86
93
95
How confident are you in the accuracy of the E-Verify
program
90
91
93
86
93
95
Future Participation
96
95
96
94
98
92
Likelihood to continue to participate in the E-Verify
program in the future
96
95
96
94
98
92
Usefulness of Manuals
83
84
78
70
93
100
Manuals
83
84
78
70
93
100
148 Final Report
General User
Temporary
Agency or
Employment
Agency
E-Verify
Employer Agent
2016
2017
2016
2017
2016
2017
Scores
Scores
Scores
Scores
Scores
Scores
Sample Size
1,801
755
63
23
55
23
Usefulness of Tutorials
86
87
84
74
93
100
Tutorials
86
87
84
74
93
100
Usefulness of Refresher Tutorials
84
85
92
78
93
100
Refresher Tutorials
84
85
92
78
93
100
Usefulness of E-Verify Public Website
88
86
96
78
93
100
E-Verify public website
88
86
96
78
93
100
Usefulness of Q and As
87
85
85
78
89
100
Q and As
87
85
85
78
89
100
Usefulness of E-Verify News Articles
83
87
96
89
89
100
E-Verify news articles
83
87
96
89
89
100
Usefulness of Helper Text
82
88
92
78
89
100
Helper Text
82
88
92
78
89
100
Usefulness of Quick Reference Guides
87
87
92
83
89
100
Quick Reference Guides
87
87
92
83
89
100
Usefulness of E-Verify Call Center
86
82
96
85
93
100
E-Verify call center
86
82
96
85
93
100
Usefulness of Other E-Verify Users
82
88
94
--
89
100
Other E-Verify users
82
88
94
--
89
100
E-Verify Monitoring and Compliance Group
84
80
90
94
92
100
Assistance received from E-Verify Monitoring and
Compliance Group
84
80
90
94
92
100
149 Final Report
APPENDIX E: TEXT COMMENT ANALYTICS
Suggestions to make the case creation process easier.
Code
Text Comment
Alerts
Add open item to the home page with red letters stating "need to complete" situations.
Alerts
Maybe give an alert when employee documents expires
Alerts
Time sensitive text alerts or email reminders that cases are approaching a deadline. This would avoid
cases going old and unresolved.
Alerts
we should receive an email with updates on a person that had to go to the Social Security office because
there was an issue with their information. Right now you have to login to E-Verify to see the update.
When your hiring sometimes you forget to continue to look for updates.
Customer Service
Will be a good idea to provide us with a phone number that someone live can be a useful resource
Default settings
in date fields with the year should default to current year in the look up.
Employee self
serve
would be great for employees to enter their own data
Error correction
Ability to go back and do a correct if an incorrect date or number was used as an administrative error
without having to create a new case.
Error correction
Allow a grace period where I can go back and enter older employees who should have been E-verified.
Especially after an E-verifiy audit has been conducted and exposed that there are employee cases that
are non-compliant. It is easier to get a new payroll client to understand the requirement if I can say "we
should have been doing this and we have one chance to correct it and then we will be compliant within
the 72 hours from now on."
Error correction
I think there should be a chance to correct something if it is entered wrong.
Error correction
If a typography error is made it would be nice to be able to correct it without re-entry of everything. Also,
the time period is sometimes hard if not possible when working at a remote office. It is sometimes
several days before getting back to the main office where all the e-verify information is retained.
Error correction
Difficult to go back and make corrections, specifically when employee has made an error
Error correction
If you make a mistake while entering, you have to try to get through the entire process before it will let
you "out" or start over.
E-signatures
Electronic form for new employees to complete with e-signatures.
Fingerprints
link the search databases. Fingerprints should be accessible after 1 entry. Instead different employers
are asking multiple times. Each employer wants the same information. Combine it and put it in one place.
It is too cumbersome, too costly, and too laborious.
I9
If E Verify and the Form I 9 manuals would match.
I9
Electronic I-9 would be very helpful.
I9
creation of the I-9 electronic form would be very helpful
I9
If it could take the information off the I-9 once the employee has been completed by them, it would make
it easier. Where all I have to do is verify the info it received and potentially correct or add information,
less input, all electronic options.
I9
Electronic I9 will be great addition
I9
It has gotten a lot easier since the system was first launched. I think the system is great. Having the
capability to do the I9 in the same system would be an absolute dream.
I9
The three day window is hard for employers to do. The I-9 is done in 3 days but to turn around and do
the everify along with other HR paperwork is impossible.
I9
an electronic i-9 would be helpful, as well as clearer guidance on who is considered an eligible
"authorized representative" to sign for the employee.
I9
The electronic I-9 form. Not everyone has a readable handwriting. Handwritten numbers can also be an
issue.
I9
We use ADP I9 service that ties to e-verify.... So it is really easy.
I9
Incorporate I-9’s with e-verify. Completing an I-9 form on paper is just antique.
I9
Making I-9's electronic would be very helpful, as I am essentially re-entering information that I've already
entered on the I-9 when I am creating a case for Everify.
I9
Why do we need I-9 form when we use e-verify system. Either one will be sufficient in my opinion.
150 Final Report
I9
I was just wondering what the difference was between e verify and verifying the I-9 through the social
security website. I would verify all new hires through the ss website. both provide the same or so I
thought
Increase time
frame
To E Verify within 3 days can be sometime difficult / Prefer more days.
Increase time
frame
Because some of our applicants are not located in our general area, completing the E-Verify 3-day
requirement for submission after the beginning employment date is sometimes difficult. Often forms are
delayed in getting returned to our personnel department within that 3-day period.
Increase time
frame
The current number of days at which your account becomes inactive is far too low. I am sure many
company like ours hire people ~once per year or slightly more irregularly, and the threat of losing the
account in less than one year's worth of time is very off-putting and illogical.
Increase time
frame
With only 3 days to complete, there should be more options for employers to choose when those 3 days
have passed. With Employees all over the country, sometimes it takes an extra day or so to get to the
corporate headquarters. Otherwise it is very user friendly.
Increase time
frame
If we don't get an employee signed up within three days (as when I'm on vacation), I get kicked out and
have to answer why. Extend to a few weeks.
Increase time
frame
Allow more than 3 days to complete e-verify process. This will be helpful with e-verify completion
accuracy, and will allow for time should any technical difficulties occur.
Increase time
frame
Most of our employees are teachers, therefore I do not always receive their paperwork in the required
time limit imposed by E-Verify. There should be an option to include that information, just as there is an
option that says "awaiting social security number". There should be one "awaiting new employee's
paperwork".
Increase time
frame
I think the time frame from start date to entry needs to be extended. 5 days in often reasonable due to
employer time constraints and/or the E-Verify system being down.
Increase time
frame
Need more than three days to enter E-verify information.
Increase time
frame
72 hour time frame from date of hire is too short,time crunch for businesses. 10 day is reasonable.
Increase time
frame
The three day time period from hire to everify check should be expanded to 7 days or 1 week. / / /
Login
Make the "Employer Login" more prominent on the login page. It could be more visible.
Make E-Verify
required
Require all businesses in US to utilize E-Verify when hiring prospective employees and use their input to
increase user friendly features.
More explanation
of results
More specific explanation for the reasons a candidate might have been found ineligible.
Navigation
Too many screens. Put all required info on one page.
Navigation
Too much regulatory speak and not enough focused on the user who is a business person and not a
government bureaucrat. If you are going to make us the enforcer of your rules, you should at least make
the system user friendly and focused on our task of hiring people that we believe to hire the right to work
in the US. Your system should be a very simple, very easy, non-bureaucratic system to verify that -- it is
full of government jargon and reference to rules and regulations that we can't keep up with. / / Simply tell
us, does the information that we have about the person in front of us qualify them to work in the US or
does the information say that they don't have that right. It becomes a simple yes/no decision for us -- we
don't enter them into your system unless we want to hire them, you should simply be a final verification
that they have the right, yes or no. Its then up, in our opinion, to them to fix any issues that they have
with their information or to move on -- we won't hire them. / /
Navigation
It crashes alot - most applicants you need to submit multiple times before it goes through, but the system
only shows one entry or no entry. Once you get the process completed it works. Just getting to that
point can be frustrating.
Navigation
It is really pretty self explanatory. The only thing I would suggest is putting the Start Here/log-in
link/button much higher on the e-verify home page. As it is right now, you have to scroll and look for it.
Navigation
auto-flow utility and 'tab' consistency - When I finish typing a number or word with a finite number of
digits (like a social security number or segments thereof), the cursor should advance automatically to the
next box. When I 'tab' off of the final field on a page, it the selection should automatically land on 'next'.
When entering multiple new hires at a time, this kind of flow would decrease entry time considerably.
Navigation
It would be nice to have a full review page of everything we entered for the employee before we submit
it. Also having to do 3 extra steps to close the case after the employee is authorized seems a little
redundant.
Navigation
Entering legal workers without a SSN should be made clearer
Navigation
All of the drop-down menus make the site harder to navigate/information harder to input. Using
predictive text or open field would be easier for typing in dates, etc. It would also be easier if the ID
information was all on one page (when we mark which ID the person is using, etc)- For example, Instead
of using two pages to mark ID info and having to mark a second page to show Driver license or ID card-
find a way to put it on the same page.
Navigation
Make the employer log in easier to find. It should be prominent on your web page.
Navigation
Can have a back button to change the data before submitting the case
151 Final Report
Navigation
When entering immigration documents, it might be quicker to have the additional info (showing the
different card types and where to find the codes) on the same screen, instead of navigating to another
screen. I think just a pop-up when the mouse hovers over the area might save a few seconds.
Otherwise, it's already pretty good. I appreciate that such information is provided to make determining
what the program needs a little easier.
Navigation
The new website is easier to navigate. The home page is quite busy/crowded with choices.
Navigation
All information on one screen. To many screens and questions. Simplify it.
Password
The password has to be changed so frequently. Wish I could have the same password all the time.
Password
Frequent password changes are a hindrance. I would rather have two factor with a text/email code than
have to change an already-complicated password so often.
Password
Make the password change process eaiser
Password
Passwords valid longer
Password
Don't make the password be reset so frequently and the password rules are ridiculous
Password
E-verify system asked to change password too frequently.
Password
Make me not have to change my password every 90 days. I rarely use the site so I always have to call
in to get a password to change my password. Not always a fast call.
Password
Wish changing passwords was not so complicated.
Password
Because we use E-Verify so seldom, we have to reset pw everytime.
Password
It seems like we are always having to update the password and the system is difficult.
Password
More customization in password.
Password
It would be helpful to not have to change passwords once established, unless compromised.
Password
Requirement for changing the password so often is a hassle.
Password
Password resets can be tricky
Password
Password change requirements are too frequent. Nobody wants to spend time coming up with new
passwords. / / The entire process is just a redo of the i9 that we've already done.
Password
Password requirements are entirely too restrictive. I am a small employer who uses e-verify when we
hire a new employee. The password requirements are very cumbersome. I have to totally reinvent a
password every time a change is required which I think is every 3 to 6 months. The system will not let
me use any part of the previous password and has to many requirements that I often have to try 3 or 4
times to create an acceptable password. I understand the importance of a strong password, but the e-
verify requirements are cumbersome, frustrating, and waste a lot of my time.
Praise/No change
Seems pretty fast and efficient as it is!
Praise/No change
Not at this time
Praise/No change
It's very straightforward and easy to use. As a small business, we don't hire frequently, but it's still easy
to use even when I haven't done it in a while.
Praise/No change
I think it is adequate like it is.
Praise/No change
Nothing that I can think of. The process is easy to use and saves me time. It also provides me with a
peace of mind that I have completed the required documents correctly.
Praise/No change
No suggestions, I think it is a very intuitive process and very easy to use.
Praise/No change
None that I can think of.l
Praise/No change
Works fine, no problems
Praise/No change
It works well and we have had no issues. All of our cases have come back approved, so don't have any
feedback on correcting info or pursuing work after rejection.
Praise/No change
None at this time.
Praise/No change
everything works fine .. why try to fix if not broken!
Praise/No change
No. It's very easy.
Praise/No change
None at this time. Very easy to use.
Praise/No change
NO, I haven't found any particular difficulties in creating a case, so I don't have any basis for suggestions
Praise/No change
no. feel it's pretty easy and good to use
Praise/No change
No suggestions. The website is actually very easy to use.
Praise/No change
no - I think it is very streamlined and user friendly
Praise/No change
Nope really enjoy it thus far
152 Final Report
Praise/No change
None. But I would like to thank you for the E-Verify program and the very easy manner in which the
website makes of verifications. It's a pleasure to use
Praise/No change
none. keep up the good work.
Praise/No change
No - you are doing a good job.
Praise/No change
No, it is pretty straightforward and easy to follow.
Praise/No change
Not really. User friendly. Very satisfied.
Praise/No change
If it isn't broke don't fix it, and this seems to be working just fine
Praise/No change
works quickly and smoothly. It has been easy to train others on how to use the system. No issues.
Praise/No change
No, I find it really user friendly for our company.
Praise/No change
No, everything works well as it is currently designed
Praise/No change
I don't think it could be any easier.
Praise/No change
no suggestions, the process is very easy
Praise/No change
Please do not mess with the E-Verify website. It is user-friendly and very quick. "It ain't broke....so don't
try to fix it."
Praise/No change
None it work fine
Praise/No change
The system is very easy and quick to use.
Praise/No change
No, the process is not complicated.
Praise/No change
Works good for us-No suggestions
Praise/No change
No. As a new user, i have found it very user friendly.
Praise/No change
no. it is an easy process
Praise/No change
No, the system is very simple and takes very little time.
Praise/No change
Very easy to use!
Praise/No change
No, the is very easy to use.
Praise/No change
always works for me
Praise/No change
This is the only Government website we use that really works great and is simple to navigate. / Well
done!
Praise/No change
No, as it is already easy to use.
Praise/No change
No comment. Completely satisfied with process.
Praise/No change
No it's already easy
Praise/No change
We don't have any issues with using E-Verify. Very satisfied with the ease of use and also the response
when telephone assisted. Very informative and helpful staff on E-Verify.
Praise/No change
The system works for us. No suggestions.
Praise/No change
no, I have found site to be fairly easy to use
Praise/No change
Not really. Simply put, E-Verify works for me, assuring me that I am only hiring those that are eligible to
work in this country.
Process is
stressful
Make it less stressful! I find having to use the E-verify system VERY stressful.
Program time out
The pages time out very quickly. If you receive any interruption while entering a case, it usually times
out and you have to start over again.
Program time out
I would like for it to not time out so quickly. I'm often talking with the new employee, and gathering
information and have to pause to fill out paperwork. Many times it will time out in the middle of me trying
to complete the verification.
Simplify language
I would simplify the terminology used for cases so it is easier to use.
Tax ID numbers
I would like to be able to verify tax ID numbers of other companies and sub-contractors as well as
employees.
153 Final Report
How can E-Verify improve
Code
Text Comment
Account data clean
up
We just really need a grace period to enter old employees into the system for 100% compliance. We
get new small-business customers all of the time, who were unaware of the E-verify requirements. I
would really like to clean up those accounts.
Customer Service
Again, I really appreciate Delycia Hofmann reaching out to me, as she took care of all of my issues,
insuring that our company's EVerify Account and Profile were updated and could be accessed again
following a complete HR staffing turnover.
Customer Service
Great service, very satisfied.
Customer Service
who do I contact when my question or issue remains active. /
Customer Service
customer service should be improve. They should pick up their phones when help is needed
How to take action
More information how to treat employees who are found ineligible from a legal standpoint.
Issue- case printing
I believe that if a user does not print out the case results at the time we complete the verification, it's
not available to print at a later time. I goofed one time and didn't print out the results and was very
sorry, as I couldn't do it later.
Issue- incorrect data
The only concern I have is that when someone keys in an incorrect date of birth or other data that is
wrong, E-verify says they are authorized which is concerning. When we do our weekly audits and find
there was something keyed in error we go back and do another case as we were instructed but
concerned about the accuracy of the authorization. Fortunately this is a rare event but still is of
concern.
Issue- password
I wish I didn't have to change my password so often, but I like that you are security conscious.
Issue- password
Your username and password requirements are silly and do not add any additional security. They only
force me to use combinations I don't use in other security situations.
Issue- password
Don't make the password be reset so frequently and the password rules are ridiculous
Issue- password
I don't like changing passwords all the time. Otherwise, this program seems effective and is very
simple to use. I think it should be required of all US employers.
Issue- password
Not change password so much
Issue- password
I would like to see that the user of E-Verify does not have to change their password. The sign in
should be for one user who does not share their sign in information with another.
Issue- password
I realize it is a security effort, but it is ridiculous to require such frequent password changes. Due to
the strict guidelines for what a password can be, it makes it EXTREMELY difficult to even create one,
much less do 8-10 unique ones before they can repeat. This FORCES a normal person to have their
password UNSAFE by writing it down because it cannot be memorized, completely undoing the
intention of making it ultra safe. I suggest the password changes be required LESS frequently and
either have fewer restrictions on what is necessary to create a password, or have the ability to repeat
sooner, so perhaps someone can have 3-4 memorized and a chance and logging in WITHOUT having
to keep a written password list.
Issue- password
See comments above about password requirements being overly restrictive.
Issue- password
Not have to change your password as often
Issue- password
PASSWORD REQUIREMENT CHANGE SO IT'S EASIER TO CREATE PASSWORDS. MAYBE AN
AUTO GENERATE PASSWORD OPTION.
Issue- picture match
require picture match for all cases. Just because a social security number and State ID card have
"correct" information doesn't mean that is actually that person applying for the job.
Issue-difficult to use
We use the system, because we believe it is the right thing to do. But, the process should be much
easier.
Issue-duplicate ss
cards
Please cancel or thoroughly investigate any duplicate Social Security Cards. It would seem to me that
any duplicate card would be evidence of fraud and or identity theft. No Social Security Card should
ever be used twice without drawing attention to the fact that it is an illegal number.
Issue-i9
The one thing that comes to mind was to have a digital version of the I-9 form. It would be very
helpful.
Issue-i9
You asked about the ideal verification system - It would be employee directed, instead of employer
directed. The prospective employee would be able to log into an USCIS website like e-verify with a
secure login, and simply prompt said agency to send a verifying email/letter to the employer. No I-9
necessary, and employers would just need to keep the verifying letter on file or store it electronically.
Issue-i9
we thought that using e-verify that we would not be audited anymore but still happens. we use it every
new employee and the only problem I have when you change forms. / I think that they should be sent
out email to all employers for an update on them. emailing new I-9 forms would really be great.
Issue-i9
As an employer who has to participate in E-Verify due to size, not having to complete a Form I-9
would be great. It's a redundant process which gathers and confirms all the same information.
Issue-i9
Because our HR department in a one person office and HR handles multiple tasks at any given time, I
found that there were times when I was unable to submit my I-9 into the E-Verify system within the
154 Final Report
window of time provided. I am sure I am not along in this and not sure how it affects the agency
submissions when you may have a period when you have several at once that were late submissions.
Issue-multiple
locations
We began using E-VERIFY at multiple locations holding federal contracts, which was required in 2009.
We chose to require ALL of our locations to use it, regardless of whether or not they were required by
federal contract. We no longer hold ANY federal contracts which require it's use, but we continue to
use it in all 42 of our skilled nursing facilities, as it keeps us in compliance with federal law and
protects us from inadvertently hiring individuals who are not eligible to work in this country. My ONLY
issue with it AT ALL is that the alert emails I receive do not identify on which company they are on,
there is no identifying information whatsoever, and I have 42 logins on 42 different company accounts.
I have alerted EVERIFY to this issue, but they cannot, apparently, find anyone within the organization
who is tech-savvy enough to add an identifier to those emails, and suggest RE-DOING our
enrollments, adding all of our locations under one umbrella. I have explained that our CFO does NOT
want to do that, and prefers keeping each, separate, tax-id's entity/location enrolled independently.
SO, they just do nothing and I continue to receive alerts to login to my account or it will be disabled,
with no reference to the account to which the email refers. VERY frustrating.
Issue-multiple
locations
Easier process for transferring users between accounts. For large companies with multiple entities and
therefore multiple e-verify accounts, the process is cumbersome. Easier process for by-passing the
tutorial in this case - existing e-verify user transferring to a new account.
Issue-picture match
Thoughts as I went through the survey, I think that you should have to match the photo id presented to
a photo id on file to verify identity of person applying for position.
Issue-registration
we have a very low turnover rate. It makes no sense to check in when we have no reason to. But, if
we don't check in, we are forced to go through a whole new registration process. That makes no
sense and is just pure harassment.
Issue-security
Just curious as to why you are collecting our employee's email addresses.
Issue-selective
service
The only issue we have ever had is when someone never registered with selective service but they
are beyond the age of doing so.
Issue-survey
Shorten the survey!
Issue-time frame
Please lengthen the number of days for which I can keep my account as active without having used it.
I only hire people about once per year (or ideally a little more rarely), and I don't like the threat of
losing the account in less than a year of inactivity.
Issue-time frame
PLEASE make the verification longer than 3 days...
Issue-time frame
The two-day cutoff period is terribly inconvenient, particularly if the E-verify admin of the company is
off or on vacation.
Issue-training
Becoming certified to use E-Verify is time consuming and overly complicated in the extreme. The initial
process of becoming eligible to use the system needs to be reduced to about 1% of what it is now.
Issue-training
E-verify works well, once you have used it a few times, and know where the hold-up points are small
business. Federal contracts require E-verify, but the system does not/cannot readily handle very small
firms and specifically sole proprietors. Develop the online registration system and manuals to make
clearer for these small businesses
Make E-Verify
required
don't know there were any other choices, so since it's required, I use the system. don't like the
required security change frequency, but live with it because there's no other choice.
Make E-Verify
required
make everyone use it. and use it for actual immigration and not only for tracking child support or back
taxes !!
Make E-Verify
required
Our company has a number of visa holders and EVerify is extremely helpful. I wish EVerify was
REQUIRED of all employers - make it the standard for hiring.
Make E-Verify
required
Change the law to not be able to hire unverified foreign employees and punish companies who do.
Make E-Verify
required
I thought that e-verify was require by law.
Make E-Verify
required
It is my understanding it is required by the government, otherwise I won't use it.
Make E-Verify
required
Should be mandatory for all employers.
Make E-Verify
required
Make it mandatory that every employer must use e-verify.
Make E-Verify
required
E-Verify should be a requirement for all employers to participate in when hiring new employees. There
is no other way to prevent companies from employing illegal workers. Companies that use E- Verify
are at a disadvantage when competing with companies that hire illegals.
Make E-Verify
required
Nothing personal, but the requirement to use e-Verify is just a giant pain in the butt. Every "electronic
verification" requirement thinks "Oh, this only takes a minute or two", but there are many of them out
there that I have to interface with, and switching between them, recalling login information, etc. takes
what should be a quick process to hire someone an ordeal. The site itself is pretty good given then
generally abysmal quality of USG web technology. But yet again I as am an employer am being forced
to do the government's job for it.
Make E-Verify
required
E-verify should be mandatory for all US businesses with all new-hires and re-hires. This should not be
an optional program in the United States or US Provinces.
Make E-Verify
required
We use it because we have to. But it works well in our experience.
155 Final Report
Make E-Verify
required
Make it mandatory, otherwise it's a total waste
Negative comment
Can one stop using the E-verify system? I thought once you were in you were here until eternity ends!
Negative comment
Typical government response -- people with no practical experience implementing things written by
lawyers with even less practical experience.
Praise/No change
We have used E Verify since 2008 and this is a wonderful program.
Praise/No change
When I first used E Verify I had gotten the tentative error due to me not entering the information
correctly. I more I used E Verify the more confident I got with it.
Praise/No change
I like the E-Verify system and haven't discovered any problems.
Praise/No change
I really have had no issues, but we do not have immigrants apply at our facility.
Praise/No change
Great program
Praise/No change
None at this time.
Praise/No change
First, thanks for admitting my company using E-Verify service.For now everything is okay.
Praise/No Change
Because of many undocumented individuals trying to work illegally in the US, I appreciate being able
to verify those who are eligible to work legally in the US.
Praise/No change
None for now. Satisfied with current services.
Praise/No change
I've never had a problem using the system.
Praise/No Change
We utilize e-verify for all new hires and all hires to date have been verified through the program since
2010. It is an excellent validation tool and should be required to be utilized by all employers.
Praise/No Change
Everify is required by law so I will continue to use it and I find it fine to use. I have no problems with
the fact that it is easily useable.
Praise/No Change
keep up the good work.
Praise/No Change
no improvements required
Praise/No Change
Excellent service and very improved.
Praise/No Change
I trust that e-verify is accurate in their confirming employment eligibility. It is quick and efficient.
Praise/No Change
its great as is
Praise/No Change
I have been very happy and have no recommendations.
Praise/No Change
my experience with e-verify has been great
Praise/No Change
works smoothly as is
Praise/No Change
This is a very easy service to verify employees. I love being able to do this process because it's quick
and efficient!
Praise/No Change
Good system. Has significantly reduced the amount of incorrect and fraudulent SSN's given during
new hire process.
Praise/No Change
I like that e-verify is very simple to use and does not take up a lot of time. It also has the appropriate
prompts to aid in efficiency. The sample EAD card (for example) shows where to find the correct
number to input. This is helpful, as the card has many different numbers and we do not want to be
penalized for inputting the wrong information. The paper form does not give clear examples of which
document name and numbers are correct.
Praise/No Change
always works for us
Praise/No Change
Works very well as is. Please do not change a thing.
Praise/No Change
Excellent website. Protect my business and make me feel safe.
Praise/No Change
I am a small business with only one employee. I don't have much turnover as far as employees go. I
have answered the questions as best I can based on what I've used in the E-Verify program. I think it
is a useful and necessary program and will give great benefit to employers.
Praise/No Change
Again, very satisfied with E-Verify. Have had no issues that weren't resolved quickly in a phone call.
Very professional and helpful staff.
Praise/No Change
No comments. We believe it is an excellent control on hiring truthful employees for all companies.
Praise/No Change
it is good as overall
Praise/No Change
I'm good with it for now. Only had a couple of times when the website was down or Trump shut down
the government.
Requires duplicate
effort
e-verify is a mandatory requirement - but does not add anything to the process where a mandatory
background check is required. That is e-verify for Government contractors is a meaningless
duplication of effort
Requires duplicate
effort
there are too many government groups doing the EXACT same thing. My tax dollars could be better
spent by combining and cutting and becoming cost effective and efficient
156 Final Report
Wants to use before
hiring
We will use it as long as we're required to. It's useless. Why do we have to wait until we hire
someone before we can verify them? That is idiotic, which is why no company waits to hire someone
before verifying. They verify during the hiring process, so if they aren't authorized to work here they're
not going to be hired!
Reason for low TNC rating
Code
Text Comment
Not user friendly
It just seemed cumbersome.
Not user friendly
The site is not user friendly forcing people to conform to your words and verbiage which is not everyday
user friendly. Redesign with the user in customer in mind...not the government employee.
Customer
Service
I had to call about where a TNC individual needed to go locally to handle case because of a typo when
entering the case. Only then was I instructed by a very courteous and helpful rep that I could simply
cancel the case containing the typo (TNC) and create a new to resolve the issue. I do so and successfully
verified the new employee.
Slow
Since we are not the employers, we are their payroll providers and accounting firm, it is hard to get the
appropriate information from the employee and we are not able to figure out the TNC in a timely manner.
Nothing to do with E-Verify, but it's just next to impossible for us to get that done.
Slow
The TNC takes forever to update within our HRIS and steps are not very clear sometimes. Each case can
be different.
Slow
The response time for the agencies may take longer and the system may/may not reflect it as such.
Slow
too slow
Confusing
Sometimes it is very hard to explain to a client how to handle with the employee.
Confusing
The steps were not truly clear that I had to explain to the employee on what they needed to do. It did take
longer than the date I was given in e-verify and still have not gotten a response to an update.
Confusing
The process is very confusing. There isn't much explanation as to why we are receiving the TNC
notification and creates unnecessary work, in most cases.
Confusing
It is so difficult to understand how to resolve the case
157 Final Report
POINTS OF CONTACT
FEDERAL CONSULTING GROUP
Raphael Williams
Project Manager, Federal Consulting Group
1849 C Street NW, Room 2254
Washington, DC 20240
rafael_william[email protected]
202.208.3035
CFI GROUP
Kelly Stallard
Program Director
734-623-1305
Mark Galauner
Insights Consultant
734-623-1384
MGalauner@cfigroup.com
Kirk Farber
Insights Consultant
734-623-1334
