Good News! E-Verify Maintains High Customer Satisfaction Scores!

Confidence in E-Verify remained consistently high this year, with the 2016 Customer Satisfaction Index (CSI) score of 85 (on a scale from 1–100) remaining unchanged from last year. 

Highlights of  the E-Verify Annual Customer Satisfaction Survey 2016 include: 

• Using E-Verify has the highest impact on satisfaction (CSI) for both existing users (91) and new enrollees (92).
• Photo matching was highly rated among both new enrollees (97) and existing users (94). Respondents report that the process is easy to use and very helpful in preventing fraud. 

• Customer service by phone continues to be highly rated by all users (91), and E-Verify representatives continue to resolve calls quickly. 

• Nearly all who contacted customer service reported having their issue resolved (94 percent). Of those, 87 percent had their issue resolved on the first call, and 96 percent found the wait time they experienced to be acceptable.
• Of those who contacted customer service by phone, only 11 percent of all callers were transferred during their call. This is a decrease of 5 percentage points from 2015 and 14 percentage points from 2014. 

This survey is the eighth annual report measuring user satisfaction with E-Verify. Since 2010, users have been highly satisfied with E-Verify. E-Verify has always scored in the 80s—the 2016 score of 85 exceeds the overall national average CSI score of 74 and is 17 points higher than the CSI average for federal government agencies. 

Learn more about the E-Verify Annual Customer Satisfaction Survey 2016. Send us feedback about your E-Verify experience at E-Verify Listens.