EEOC Contact Center Customer Satisfaction Survey

The below table includes aggregate customer satisfaction scores by the nature of request. Most sample sizes are too low to make reliable projections, but respondents who contacted the EEOC Call Center to gain an understanding of whether their situation could be discrimination report a high level of satisfaction (81). This shows that representatives have a good understanding of
discrimination nuances.

CSI by Day of Week

The below chart shows CSI scores by the day of the week EEOC was contacted. Given the sample sizes, there is very little differentiation in satisfaction by day of the week.

Score Detail

Aggregate Scores

	Aggregate Score/Percent**	Phone Score/Percent	Email Score/Percent	Web FAQ Score/Percent
Customer Satisfaction Index	77	80	48	50
Overall Satisfaction	79	81	50	51
Expectations	75	78	45	52
Ideal	77	80	50	48

INTRO2 Referred to another group for further assistance
Yes	44%	59%	27%	27%
No	56%	41%	73%	73%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	11%	8%	17%	7%
No	44%	32%	54%	67%
Don't know	1%	1%	2%	0%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	15%	19%	9%	13%
To inquire about laws enforced by the EEOC	6%	3%	8%	10%
To gain an understanding of whether my current situation could be classified as discrimination	37%	42%	25%	47%
To learn how to file a discrimination charge	11%	19%	2%	3%
Inquire about the status of my charge	9%	8%	8%	13%
To get in touch with my investigator	2%	1%	3%	0%
To complain about the handling of my charge	3%	2%	4%	3%
Other	18%	6%	39%	10%
INTRO5 Contact Center Representative able to access charge*
Yes	2%	3%	1%	0%
No	7%	5%	7%	13%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	26%	34%	16%	20%
No	74%	66%	84%	80%
INTRO7 Would like someone at EEOC to contact you*
Yes	17%	24%	8%	13%
No	9%	10%	7%	7%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	23%	28%	18%	13%
No	51%	38%	66%	67%
Q5_1 Status of your most recent request
Got information I requested (or needed)	20%	21%	20%	20%
The rep took my contact information and told me that the field office would get back to me	27%	41%	11%	13%
Need to follow up with the field office	9%	8%	8%	20%
Referred to another agency for a response to my question	15%	21%	7%	13%
I did not understand what I needed to do next	8%	3%	15%	10%
Other	19%	6%	39%	23%

Sample Size	270	145	95	30

*Percents do not add to 100 due to missing responses.
**Aggregate Customer Satisfaction Index is derived from a weighted score based on phone (93%), email (6%) and web FAQ (1%) service volume.

Phone Scores and Impacts

	Phone Score/Percent	Phone Impact
Phone
Customer Service Representative	84	4.5
Courtesy	89
Communication skills	88
Effort to understand issue	84
Knowledge of the relevant subject matter	81
Ability to satisfactorily answer your questions	81
Timeliness in answering questions	86
Waiting time to speak with a customer service representative	79
Customer Satisfaction Index	80	--
Overall Satisfaction	81
Expectations	78
Ideal	80
Recommend	87	3.6
Willingness to recommend EEOC Contact Center	87
Future Use	88	3.5
Likelihood to call or email EEOC Contact Center in the future	88

INTRO2 Referred to another group for further assistance	--
Yes	59%
No	41%
INTRO3 Spoken to an EEOC representative in a field office*	--
Yes	8%
No	32%
Don't know	1%
INTRO4 Nature of request for assistance	--
To learn about my rights as an employee	19%
To inquire about laws enforced by the EEOC	3%
To gain an understanding of whether my current situation could be classified as discrimination	42%
To learn how to file a discrimination charge	19%
Inquire about the status of my charge	8%
To get in touch with my investigator	1%
To complain about the handling of my charge	2%
Other	6%
INTRO5 Contact Center Representative able to access charge*	--
Yes	3%
No	5%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC	--
Yes	34%
No	66%
INTRO7 Would like someone at EEOC to contact you*	--
Yes	24%
No	10%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*	--
Yes	28%
No	38%
Q1_8 Questions satisfactorily answered during your first call to the EEOC	--
Yes	81%
No	19%
Q1_9 Additional calls it took to get a satisfactory response to your question*	--
1	3%
2	3%
3	1%
4	1%
5 or more	1%
Other	8%
Q5_1 Status of your most recent request	--
Got information I requested (or needed)	21%
The rep took my contact information and told me that the field office would get back to me	41%
Need to follow up with the field office	8%
Referred to another agency for a response to my question	21%
I did not understand what I needed to do next	3%
Other	6%

Sample Size	145

*Percents do not add to 100 due to missing responses.

Email Scores and Impacts

	Email Score/Percent	Email Impact
Email
Customer Service Experience	65	5.7
Time it took to respond to your question	78
Professionalism	77
Providing a satisfactory response to your question	46
Customer Satisfaction Index	48	--
Overall Satisfaction	50
Expectations	45
Ideal	50
Recommend	53	4.4
Willingness to recommend EEOC Contact Center	53
Future Use	56	4.3
Likelihood to call or email EEOC Contact Center in the future	56

INTRO2 Referred to another group for further assistance	--
Yes	27%
No	73%
INTRO3 Spoken to an EEOC representative in a field office*	--
Yes	17%
No	54%
Don't know	2%
INTRO4 Nature of request for assistance	--
To learn about my rights as an employee	9%
To inquire about laws enforced by the EEOC	8%
To gain an understanding of whether my current situation could be classified as discrimination	25%
To learn how to file a discrimination charge	2%
Inquire about the status of my charge	8%
To get in touch with my investigator	3%
To complain about the handling of my charge	4%
Other	39%
INTRO5 Contact Center Representative able to access charge*	--
Yes	1%
No	7%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC	--
Yes	16%
No	84%
INTRO7 Would like someone at EEOC to contact you*	--
Yes	8%
No	7%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*	--
Yes	18%
No	66%
Q2_1 Received an automated response to your email indicating that your would receive follow-up within 2 business days	--
Yes	92%
No	8%
Q2_2 Business days it took for your to get a follow-up response to your email*	--
1 business day	28%
2 business days	39%
3 or more business days	8%
Still have not received a response	16%
Q5_1 Status of your most recent request	--
Got information I requested (or needed)	20%
The rep took my contact information and told me that the field office would get back to me	11%
Need to follow up with the field office	8%
Referred to another agency for a response to my question	7%
I did not understand what I needed to do next	15%
Other	39%

Sample Size	95

*Percents do not add to 100 due to missing responses.

Web FAQ Scores and Impacts

	Web FAQ Score/Percent	Web FAQ Impact
Web FAQ
Customer Service Experience	60	5.1
Time it took to respond to your question	67
Professionalism	67
Providing a satisfactory response to your question	50
Customer Satisfaction Index	50	--
Overall Satisfaction	51
Expectations	52
Ideal	48
Recommend	54	4.7
Willingness to recommend EEOC Contact Center	54
Future Use	58	4.0
Likelihood to call or email EEOC Contact Center in the future	58

INTRO2 Referred to another group for further assistance	--
Yes	27%
No	73%
INTRO3 Spoken to an EEOC representative in a field office*	--
Yes	7%
No	67%
Don't know	0%
INTRO4 Nature of request for assistance	--
To learn about my rights as an employee	13%
To inquire about laws enforced by the EEOC	10%
To gain an understanding of whether my current situation could be classified as discrimination	47%
To learn how to file a discrimination charge	3%
Inquire about the status of my charge	13%
To get in touch with my investigator	0%
To complain about the handling of my charge	3%
Other	10%
INTRO5 Contact Center Representative able to access charge*	--
Yes	0%
No	13%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC	--
Yes	20%
No	80%
INTRO7 Would like someone at EEOC to contact you*	--
Yes	13%
No	7%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*	--
Yes	13%
No	67%
Q5_1 Status of your most recent request	--
Got information I requested (or needed)	20%
The rep took my contact information and told me that the field office would get back to me	13%
Need to follow up with the field office	20%
Referred to another agency for a response to my question	13%
I did not understand what I needed to do next	10%
Other	23%

Sample Size	30

*Percents do not add to 100 due to missing responses.

Aggregate Scores by Filed a Charge

	Filed a charge	Did not file a charge
Customer Satisfaction Index	85	73
Overall Satisfaction	86	76
Expectations	83	71
Ideal	86	73

INTRO2 Referred to another group for further assistance
Yes	49%	43%
No	51%	57%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	15%	9%
No	35%	47%
Don't know	0%	2%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	17%	14%
To inquire about laws enforced by the EEOC	3%	7%
To gain an understanding of whether my current situation could be classified as discrimination	34%	38%
To learn how to file a discrimination charge	15%	10%
Inquire about the status of my charge	14%	7%
To get in touch with my investigator	3%	2%
To complain about the handling of my charge	6%	2%
Other	8%	21%
INTRO5 Contact Center Representative able to access charge*
Yes	6%	1%
No	8%	6%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	100%	0%
No	0%	100%
INTRO7 Would like someone at EEOC to contact you*
Yes	66%	0%
No	34%	0%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	0%	31%
No	0%	69%
Q5_1 Status of your most recent request
Got information I requested (or needed)	20%	21%
The rep took my contact information and told me that the field office would get back to me	39%	23%
Need to follow up with the field office	8%	10%
Referred to another agency for a response to my question	11%	17%
I did not understand what I needed to do next	7%	9%
Other	13%	22%

Sample Size	71	199

*Percents do not add to 100 due to missing responses.

Aggregate Scores by Incident Day

	Monday	Tuesday	Wednesday	Thursday	Friday
Customer Satisfaction Index	75	78	76	80	77
Overall Satisfaction	76	80	77	83	80
Expectations	74	77	73	78	75
Ideal	74	78	79	80	76

INTRO2 Referred to another group for further assistance
Yes	50%	38%	47%	44%	45%
No	50%	63%	53%	56%	55%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	13%	10%	11%	7%	14%
No	37%	53%	38%	47%	41%
Don't know	0%	0%	4%	2%	0%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	9%	14%	22%	22%	7%
To inquire about laws enforced by the EEOC	0%	10%	9%	9%	0%
To gain an understanding of whether my current situation could be classified as discrimination	46%	31%	33%	33%	43%
To learn how to file a discrimination charge	11%	10%	5%	16%	18%
Inquire about the status of my charge	6%	15%	9%	4%	5%
To get in touch with my investigator	4%	1%	0%	0%	5%
To complain about the handling of my charge	7%	3%	2%	2%	0%
Other	17%	17%	20%	13%	23%
INTRO5 Contact Center Representative able to access charge*
Yes	2%	4%	2%	0%	0%
No	4%	11%	7%	4%	5%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	39%	26%	16%	18%	32%
No	61%	74%	84%	82%	68%
INTRO7 Would like someone at EEOC to contact you*
Yes	22%	15%	11%	16%	25%
No	17%	11%	5%	2%	7%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	20%	21%	27%	18%	27%
No	41%	53%	56%	64%	41%
Q5_1 Status of your most recent request
Got information I requested (or needed)	20%	21%	22%	24%	14%
The rep took my contact information and told me that the field office would get back to me	19%	31%	24%	22%	43%
Need to follow up with the field office	13%	6%	11%	9%	9%
Referred to another agency for a response to my question	15%	15%	20%	13%	11%
I did not understand what I needed to do next	9%	6%	9%	13%	5%
Other	22%	22%	15%	18%	18%

Sample Size	54	72	55	45	44

*Percents do not add to 100 due to missing responses.

Aggregate Scores by Nature of Request for Assistance

	To learn about my rights as an employee	To inquire about laws enforced by the EEOC	To gain understanding of whether my situation could be discrimination	To learn how to file a discrimination charge	Inquire about the status of my charge	To get in touch with my investigator**	To complain about the handling of my charge**	Other
Customer Satisfaction Index	78	87	81	83	67	--	--	56
Overall Satisfaction	80	90	82	84	69	--	--	60
Expectations	77	86	79	79	64	--	--	50
Ideal	77	86	80	85	66	--	--	57

INTRO2 Referred to another group for further assistance
Yes	58%	19%	48%	61%	39%	20%	38%	29%
No	43%	81%	52%	39%	61%	80%	63%	71%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	3%	19%	11%	6%	13%	60%	0%	13%
No	38%	56%	40%	29%	48%	20%	63%	58%
Don't know	3%	6%	0%	3%	0%	0%	0%	0%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	100%	0%	0%	0%	0%	0%	0%	0%
To inquire about laws enforced by the EEOC	0%	100%	0%	0%	0%	0%	0%	0%
To gain an understanding of whether my current situation could be classified as discrimination	0%	0%	100%	0%	0%	0%	0%	0%
To learn how to file a discrimination charge	0%	0%	0%	100%	0%	0%	0%	0%
Inquire about the status of my charge	0%	0%	0%	0%	100%	0%	0%	0%
To get in touch with my investigator	0%	0%	0%	0%	0%	100%	0%	0%
To complain about the handling of my charge	0%	0%	0%	0%	0%	0%	100%	0%
Other	0%	0%	0%	0%	0%	0%	0%	100%
INTRO5 Contact Center Representative able to access charge*
Yes	0%	0%	0%	0%	22%	0%	0%	0%
No	0%	0%	0%	0%	78%	0%	0%	0%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	30%	13%	24%	35%	43%	40%	50%	13%
No	70%	88%	76%	65%	57%	60%	50%	88%
INTRO7 Would like someone at EEOC to contact you*
Yes	23%	13%	17%	32%	17%	20%	25%	4%
No	8%	0%	7%	3%	26%	20%	25%	8%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	20%	6%	24%	42%	13%	20%	0%	23%
No	50%	81%	52%	23%	43%	40%	50%	65%
Q5_1 Status of your most recent request
Got information I requested (or needed)	28%	31%	26%	13%	17%	0%	0%	10%
The rep took my contact information and told me that the field office would get back to me	23%	19%	35%	35%	26%	20%	25%	15%
Need to follow up with the field office	3%	13%	7%	26%	17%	0%	13%	4%
Referred to another agency for a response to my question	20%	13%	17%	16%	9%	20%	13%	10%
I did not understand what I needed to do next	10%	0%	6%	6%	13%	40%	13%	8%
Other	18%	25%	8%	3%	17%	20%	25%	52%

Sample Size	40	16	99	31	23	5	8	48

*Percents do not add to 100 due to missing responses.

**Due to insufficient sample size (less than 10), scores not reported.

Aggregate Scores by Status of Most Recent Query

	Got the information I requested (or needed)	The representative took my contact information	Need to follow up with the field office	Referred to another agency for a response to my question	I did not understand what I needed to do next	Other
Customer Satisfaction Index	94	79	79	77	54	39
Overall Satisfaction	96	80	80	77	54	48
Expectations	93	77	77	73	53	33
Ideal	93	79	79	79	56	35

INTRO2 Referred to another group for further assistance
Yes	45%	38%	36%	98%	32%	19%
No	55%	62%	64%	2%	68%	81%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	11%	12%	20%	0%	14%	12%
No	40%	50%	44%	2%	50%	69%
Don't know	4%	0%	0%	0%	5%	0%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	20%	12%	4%	20%	18%	13%
To inquire about laws enforced by the EEOC	9%	4%	8%	5%	0%	8%
To gain an understanding of whether my current situation could be classified as discrimination	47%	47%	28%	41%	27%	15%
To learn how to file a discrimination charge	7%	15%	32%	12%	9%	2%
Inquire about the status of my charge	7%	8%	16%	5%	14%	8%
To get in touch with my investigator	0%	1%	0%	2%	9%	2%
To complain about the handling of my charge	0%	3%	4%	2%	5%	4%
Other	9%	9%	8%	12%	18%	48%
INTRO5 Contact Center Representative able to access charge*
Yes	4%	3%	4%	0%	0%	0%
No	4%	5%	12%	5%	14%	8%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	25%	38%	24%	20%	23%	17%
No	75%	62%	76%	80%	77%	83%
INTRO7 Would like someone at EEOC to contact you*
Yes	13%	24%	24%	15%	18%	10%
No	13%	14%	0%	5%	5%	8%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	18%	36%	24%	24%	14%	10%
No	56%	26%	52%	56%	64%	73%
Q5_1 Status of your most recent request
Got information I requested (or needed)	100%	0%	0%	0%	0%	0%
The rep took my contact information and told me that the field office would get back to me	0%	100%	0%	0%	0%	0%
Need to follow up with the field office	0%	0%	100%	0%	0%	0%
Referred to another agency for a response to my question	0%	0%	0%	100%	0%	0%
I did not understand what I needed to do next	0%	0%	0%	0%	100%	0%
Other	0%	0%	0%	0%	0%	100%

Sample Size	55	74	25	41	22	52

*Percents do not add to 100 due to missing responses.

Phone Scores by Additional Calls Made

	One call**	Two calls**	Other
Phone
Customer Service Representative	--	--	63
Courtesy	--	--	78
Communication skills	--	--	72
Effort to understand issue	--	--	66
Knowledge of the relevant subject matter	--	--	57
Ability to satisfactorily answer your questions	--	--	44
Timeliness in answering questions	--	--	68
Waiting time to speak with a customer service representative	--	--	69
Customer Satisfaction Index	--	--	48
Overall Satisfaction	--	--	54
Expectations	--	--	44
Ideal	--	--	46
Recommend	--	--	58
Willingness to recommend EEOC Contact Center	--	--	58
Future Use	--	--	66
Likelihood to call or email EEOC Contact Center in the future	--	--	66

INTRO2 Referred to another group for further assistance
Yes	60%	60%	50%
No	40%	40%	50%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	20%	0%	0%
No	20%	40%	42%
Don't know	0%	0%	8%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	20%	20%	17%
To inquire about laws enforced by the EEOC	0%	0%	0%
To gain an understanding of whether my current situation could be classified as discrimination	60%	20%	42%
To learn how to file a discrimination charge	20%	0%	8%
Inquire about the status of my charge	0%	40%	8%
To get in touch with my investigator	0%	0%	0%
To complain about the handling of my charge	0%	20%	0%
Other	0%	0%	25%
INTRO5 Contact Center Representative able to access charge*
Yes	0%	0%	0%
No	0%	40%	8%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	0%	40%	25%
No	100%	60%	75%
INTRO7 Would like someone at EEOC to contact you*
Yes	0%	40%	8%
No	0%	0%	17%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	0%	0%	25%
No	100%	60%	50%
Q1_8 Questions satisfactorily answered during your first call to the EEOC
Yes	0%	0%	0%
No	100%	100%	100%
Q1_9 Additional calls it took to get a satisfactory response to your question*
1	100%	0%	0%
2	0%	100%	0%
3	0%	0%	0%
4	0%	0%	0%
5 or more	0%	0%	0%
Other	0%	0%	100%
Q5_1 Status of your most recent request
Got information I requested (or needed)	0%	0%	0%
The rep took my contact information and told me that the field office would get back to me	0%	60%	25%
Need to follow up with the field office	0%	0%	8%
Referred to another agency for a response to my question	60%	20%	17%
I did not understand what I needed to do next	0%	0%	17%
Other	40%	20%	33%

Sample Size	5	5	12

*Percents do not add to 100 due to missing responses.

**Due to insufficient sample size (less than 10), scores not reported.

Phone Scores by Questions Answered Satisfactorily During First Call

	Questions answered satisfactorily during first call	Questions not answered satisfactorily during first call
Phone
Customer Service Representative	89	64
Courtesy	92	73
Communication skills	92	71
Effort to understand issue	89	64
Knowledge of the relevant subject matter	86	57
Ability to satisfactorily answer your questions	88	49
Timeliness in answering questions	90	66
Waiting time to speak with a customer service representative	81	73
Customer Satisfaction Index	86	51
Overall Satisfaction	87	56
Expectations	84	48
Ideal	86	50
Recommend	93	64
Willingness to recommend EEOC Contact Center	93	64
Future Use	93	67
Likelihood to call or email EEOC Contact Center in the future	93	67

INTRO2 Referred to another group for further assistance
Yes	58%	63%
No	42%	37%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	8%	4%
No	33%	30%
Don't know	0%	4%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	18%	22%
To inquire about laws enforced by the EEOC	4%	0%
To gain an understanding of whether my current situation could be classified as discrimination	42%	44%
To learn how to file a discrimination charge	22%	7%
Inquire about the status of my charge	7%	11%
To get in touch with my investigator	2%	0%
To complain about the handling of my charge	2%	4%
Other	4%	11%
INTRO5 Contact Center Representative able to access charge*
Yes	3%	0%
No	3%	11%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	38%	19%
No	62%	81%
INTRO7 Would like someone at EEOC to contact you*
Yes	27%	11%
No	11%	7%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	29%	22%
No	33%	59%
Q1_8 Questions satisfactorily answered during your first call to the EEOC
Yes	100%	0%
No	0%	100%
Q1_9 Additional calls it took to get a satisfactory response to your question*
1	0%	19%
2	0%	19%
3	0%	7%
4	0%	4%
5 or more	0%	7%
Other	0%	44%
Q5_1 Status of your most recent request
Got information I requested (or needed)	25%	0%
The rep took my contact information and told me that the field office would get back to me	45%	26%
Need to follow up with the field office	8%	4%
Referred to another agency for a response to my question	18%	33%
I did not understand what I needed to do next	3%	7%
Other	0%	30%

Sample Size	118	27

*Percents do not add to 100 due to missing responses.

**Due to insufficient sample size (less than 10), scores not reported.

Email Scores by Received Email

	Received email	Did not receive email**
Email
Customer Service Experience	68	--
Time it took to respond to your question	81	--
Professionalism	79	--
Providing a satisfactory response to your question	48	--
Customer Satisfaction Index	49	--
Overall Satisfaction	51	--
Expectations	45	--
Ideal	51	--
Recommend	55	--
Willingness to recommend EEOC Contact Center	55	--
Future Use	58	--
Likelihood to call or email EEOC Contact Center in the future	58	--

INTRO2 Referred to another group for further assistance
Yes	30%	0%
No	70%	100%
INTRO3 Spoken to an EEOC representative in a field office*
Yes	16%	25%
No	53%	63%
Don't know	1%	13%
INTRO4 Nature of request for assistance
To learn about my rights as an employee	9%	13%
To inquire about laws enforced by the EEOC	8%	13%
To gain an understanding of whether my current situation could be classified as discrimination	24%	38%
To learn how to file a discrimination charge	1%	13%
Inquire about the status of my charge	9%	0%
To get in touch with my investigator	3%	0%
To complain about the handling of my charge	5%	0%
Other	40%	25%
INTRO5 Contact Center Representative able to access charge*
Yes	1%	0%
No	8%	0%
INTRO6 Your understanding that you have filed a charge as a result of your communication with the EEOC
Yes	15%	25%
No	85%	75%
INTRO7 Would like someone at EEOC to contact you*
Yes	8%	13%
No	7%	13%
INTRO8 Believe you initiated the process to file a change as a result of your contact with National Contact Center*
Yes	20%	0%
No	66%	75%
Q2_1 Received an automated response to your email indicating that your would receive follow-up within 2 business days
Yes	100%	0%
No	0%	100%
Q2_2 Business days it took for your to get a follow-up response to your email*
1 business day	31%	0%
2 business days	43%	0%
3 or more business days	9%	0%
Still have not received a response	17%	0%
Q5_1 Status of your most recent request
Got information I requested (or needed)	21%	13%
The rep took my contact information and told me that the field office would get back to me	11%	0%
Need to follow up with the field office	8%	13%
Referred to another agency for a response to my question	8%	0%
I did not understand what I needed to do next	16%	0%
Other	36%	75%

Sample Size	87	8

*Percents do not add to 100 due to missing responses.

**Due to insufficient sample size (less than 10), scores not reported.

Verbatim Comments

Phone Verbatim Comments

INTRO4. Please select the item that best describes the nature of your request for assistance from the EEOC? Other responses below.

All of the options.

All of them.

All options.

I had questions pertaining to the mediation.

I needed to find out where I could get the posters and what ones I needed.

I wanted to know if I needed proof to file a discrimination charge.

I was looking for a phone number to call in regard to my company not giving me my check.

It was to find out the next step in my case, find out the status of my charge.

It was to get a copy of the data handbook for Section Title 123.

My employer was forging my social security number, and I can't get an unemployment check because of the social security numbers.

Q1_9. How many additional calls did it take to get a satisfactory response to your questions? Other responses below.

I haven't gotten one yet.

I haven't gotten one.

I haven't received a satisfactory response to my questions.

I never did get an answer.

I never got one yet. I never got an answer to it yet. They said a supervisor would contact me within 4-6 days.

I never really got a satisfactory answer.

I still don't have answers.

I still haven't got one.

I've called three times, but I still haven't received a satisfactory answer.

They're going to send me more information.

Q1_10. If rating for Q1_1 - Q1_7 was less than 6, respondent received the following: Please provide any suggestions you may have for improved interactions with the EEOC customer contact center. Responses are alphabetized below.

Answer the phone quicker.

Be polite, and have manners.

Both people I had to talk to had heavy accents and were hard to understand. They need to give out proper information. The first person said I needed to call you guys back when I was terminated. The second lady told me I needed to have fifteen employees in the company and referred me to the fair labor in housing, because there are only seven employees.

Do not make me wait not so long. I had to wait for an hour.

Get in touch with me.

Have a quicker response time.

He didn't know whom to refer me to. He didn't know if he could even help. So, for you to not know what to do is not good in my eyes. So, to know more what to do would be better.

I asked you what I could file it in. You all couldn't help me on what I was trying to file. You all don't help with the handicapped. It was certain handicaps, not all.

I didn't get the right number at first. The field office was hard to get a hold of. I just wanted to get a hold of the New York Office.

I don't know how they are supposed to operate, so I work with what they've got.

I don't know. I'm kind of like vague on all this.

I don't think it's very clear by looking at it on the website. The employee terms, I think it should be more English speaking, not lawyer talk. I would like someone to tell me the answer. That's what frustrated me. If it was you all I talked to, the guy was really nice. I wanted to know what the answer was, not just refer me.

I feel like they need to tell the customer about what they're looking at and what you need to do to further the process.

I felt a little rushed, but other than that it was good. I wasn't really clear if the person answering the questions actually knew the laws.

I just wish they could have answered more questions on the phone so I don't have to go all the way into town.

I really can't give you an answer to that. If a person does not have long distance it is hard to get a hold of the people they are suppose to talk to a long ways a way.

I really don't have any. I wish they had been able to investigate the company. I understand that Florida is a work friendly state. I just wish they weren't.

I think maybe it's me. Or, maybe I am just hyper and upset about the handling of my problem. The people need to look at the problems as an individual. I still have not been yet satisfied with the handling of the situation. But, as soon as someone acts crazy with a gun, then everyone wants to help. I may just be upset though.

I think they need to broaden their band instead of classifying it as discrimination or being a victim. It's a class of discrimination, but it doesn't follow any of those things. I would like to speak with somebody else on the issue. My discrimination doesn't fall under sex or religion. I am being discriminated against, but I don't think it involves any of those reasons.

I think they should come up with a better way to share the information with the field office because it takes too long.

I wish I could have gotten help.

I wish you could get in touch with them directly, instead of having call the 1-800 number.

I would rather have someone that speaks English well answer the phones.

I would say a quicker response.

If it doesn't pertain to a discrimination charge they can't answer it as well, so they transfer you to a place that could answer the question.

I'm not sure.

Make your operators more knowledgeable. They need to be more knowledgeable. It doesn't help to just pick up the phone and say, "Hi." They need to help out.

Take less time to speak with someone and get the answers that I need.

The EEOC is not worth anything to the workingman who doesn't work for a large corporation. They don't care about the small business people. I want to sue the EEOC, and I think I can.

The one I talked to needed to listen more to all the things that I had to say. She wouldn't let me finish.

The people who answer the phone could be more knowledgeable. They said I would be contacted in 4-6 days. I waited for someone to call back, and no one called. I called back and still no one called me. I don't think my request was sent to an investigator the first time I called.

They could make it easier to know whom to contact. There were so many numbers and people to contact.

They did well. It wasn't the contact center, but the field office that I needed to talked to.

They need to keep you up to date on what is going on.

They need to listen to the problem before they try to give answers and really understand what the problem is.

They were trying to find grounds on discrimination on a pay scale level. I was hoping they would come up with something better.

Under mediation, disabled persons such as myself, have anxiety with agoraphobia. I have many fears. I particularly I have a fear of being in that closed room. I wanted my husband to go in for me. The representative was pushy and said, "Do you want to do this or not?" They need to take more consideration of the illness of the person.

What I would do is educate the contact center. I would do classes and educate them on every possible call there could be.

You have to go though a lot of buttons before you actually talk to someone. I wish that was easier.

Q5_1. Please indicate the status of your most recent query to the EEOC Contact Centre. Other responses below.

I filed for a friend. I think I got what I needed answered, except one question didn't get answered.

I talked to an officer, and he was rude.

I was hoping she could be more helpful. It's not her. It was the rules or whatever.

None of these apply to me, because the center couldn't answer my questions. So, I want to talk to a lawyer before I do anything else.

The EEOC said they would send some information to me in the mail.

They didn't do anything, because they didn't know how to help me.

They said I had to request my information in writing before I could look at the status of my charge.

They were not knowledgeable of the question I had. They kept asking me if I wanted to file a charge.

Q6_1. Please provide any additional comments you would like to share with the EEOC regarding your recent customer service experience. Responses are coded and alphabetized below.

Knowledge

Everything was satisfactory. They were willing to help me and send me information I needed. They really know their job. I would give them a high 10.

Having the information at hand would be beneficial. When you want an answer you should get an answer.

I appreciate the help. I found out some things that I didn't know, which would help me.

I think it was great. They provide a lot of information that I didn't know. I want to know if they can send me any pamphlets so that I can read about them.

I think they should know if I qualify or not instead of referring me to someone else. It was basically a circle I was sent in. I eventually was sent back to the EEOC.

I wasn't quite sure what to do and the representatives were very helpful and knowledgeable. They knew the law. They told me specifically what laws were broken and what I needed to do.

I wish I could get more information on the knowledge of discrimination. I wish they could be more helpful with the types of discrimination. I wanted to know what type of discrimination I could charge for.

I wish they were more informative over the phone. It takes a long time for me to get into town to talk with someone in person.

I wish they would always let people say what they want to say. But, she did know what she was talking about. She was very courteous and kind. She was very knowledgeable about the subject. She seemed to be very kind hearted. It's not very often you talk to someone that actually cares about what you have to say.

I would say they were very good about what they had to say. The guy new what he was talking about and I was happy.

If I had another problem I would definitely call the EEOC and have them help me. If they didn't know what to do, then I would do what I did today. Call an attorney.

It really made the process a lot easier for me. With someone with multiple medical problems the EEOC has more knowledge then other places, at least for the average person. I have gotten a lot of critical information I need.

It was very informative. He helped me a lot and told me about a lot of things I didn't know.

More knowledgeable, or find somebody that has more knowledge. Or, tell that they'll get back.

The person was very knowledgeable, gave direction, and didn't have to look up any answers.

They were great. They were very knowledgeable, helpful.

Problem Resolution

Even though I wasn't talking to the correct office they did refer me to the correct office instead of just saying I didn't qualify.

I appreciate that they referred me to the correct agency.

I have none. They did their job and did as well as they could. They referred me to another agency, and it worked fine.

They told me what I needed to know and they referred me to the place I needed to go. That's all I need to do.

They were great. They put me in contact with the people of my area to help with the information that I needed.

They were very helpful and they referred me to the people I needed to talk to.

They were very helpful, because they listened, and then they gave me referrals. I think they were very good, gave me a lot of information, and were very informative.

Representative Communication Skills

Be kind, nice, and patient.

I found I had no problems at all. The person was able to answer my questions, satisfy me, and I didn't have to go any further. He knew exactly what I was asking and was very nice. A lot of people from the government forget they serve the people and are very rude. This person was very nice.

I got good service all the way around. I will use them again as long as they continue to answer my questions.

I have been happy with everyone I have spoken with. They were all very courteous. I have never done this before, and everyone was great.

I think people need to pay more attention to the person who is calling and treat them as an individual. I may be biased because I am upset.

I think she was pretty concise, and she seemed to have a great handle of the questions I had.

I think they should have literature for people; laws they are entitled to. She was very polite.

I thought the customer service representative was very professional, quick and thorough. I called the EEOC many years ago and would have rated them a 5 on everything, so the new people are great. They exceeded my expectations.

I thought the lady who answered the phone answered my questions and made me feel comfortable after the phone call; someone would contact me in regards to that.

I thought the people were very cooperative. They listened to my problem and understood it according to what the law was. They were a good help.

I was pretty satisfied with them. He was pretty polite and answered my questions. And, he was very courteous. I would go back again.

I would like to say that the person I spoke with was very helpful and good to me. She helped me out a lot. She got it done quickly.

Like I say, I was kind of dissatisfied with the Richmond branch, because I left several messages about the status of my claim and did not hear anything back. That is why I called the 1-800 number, and she was very good about answering my questions.

She was good and very polite.

She was very polite, helpful, and answered all my questions.

The only comment I can give you is the woman I spoke with was fantastic, took what I said. She was able to advise me and steer me to another direction to another hotline, so it was great.

The person I talked to, [name]. She was incredibly helpful and friendly. I didn't feel she thought I was any kind of burden to her.

The young lady was knowledgeable about the subject and answered the questions directly, even the ones that were in the gray area. I would give her a nine overall. She was great.

They could have made it clearer to the caller that they are the person who actually has the knowledge to answer all the questions and knows what the laws are.

They need to be more courteous and more helpful.

They were very courteous and listened to my concern, gave honest feedback, and let me know what my rights were.

They were very courteous.

They were very good. They listened to everything I had to say. The local office was very hard to get a hold of. They don't want to answer the phone, make excuses.

They were very understanding. They were more than professional. I suffer from bipolar. I kept apologizing because I was very stressed, and she handled it very well. I was very impressed by her.

Timeliness

For a government agency it takes a long time to get through red tape. I was surprised it didn't take long to get the legal advice I needed. They explained to me what I needed to do and they were very thorough.

I am very pleased with the professional response and how quick it took to answer to my questions.

I shouldn't be waiting so long on the phone.

I wanted them to take action on my claim. I'm out of a job, and I want things to get moving.

I wish they would call me so I can get my claim started. I know others who have got their claims started and I was the one who gave them the number to call.

It would be nice to speak to the field office right away. I understand it is hard, especially when I am in a field of anger.

My only problem is they still have not gotten back to me. That is all the problems I have.

The local office, since I was not able to contact them or they were not able to answer calls I had to call the 1-800 number. I was hesitant to call it, but I got the impression that the only way to get through to them was to call the 1-800 number. I was frustrated. I have been waiting a long time to file a charge. I went to the attorney's first. They said I had to go to the EEOC first and get permission from them before I filed a charge.

The thing is they understand you, but the time it takes to answer the phone is not good.

They were very timely in answering my call and their follow-up was very timely, but I still haven't had any answers to my questions.

General

EEOC was clearly the agency with whom I needed to talk to, but it's hard to contact you on the state level.

Everything was fine.

Everything was great. The people were fine, but it was hard contact anyone.

Help.

I believe it was a complete waste of time. The company I wanted to sue lied to EEOC and said it was their word over theirs. They lied about everything.

I didn't know about this program. The majority of the people don't know their rights. We don't know where to go. So, many people stay quiet. I found out about this and thankful that I'm able to have rights and know about this.

I felt like I wasted my time. I was told to call there from a kind of administrative person. I thought a disability was a disability. As soon as they found out it was permanent then it was like we can't help you.

I had no complaints.

I have already gone through, concerning this same job and person. The same thing happened. He gives everybody raises, and I don't get one. He hired others that don't know the job with a higher pay and position. I know it's because I'm Black.

I have been waiting for the field officer to call me. That's basically what I was told.

I have no comments.

I have no other comments.

I have said all that needs to be said at this time.

I started the process to submit a claim, and I hope to get to know them better. For now, everything's good.

I think the follow up survey was way too soon. I spent more with you than I did with her. I had a quick question and I spent all this time answering your questions.

I want to make sure they know I have not filed yet. I just want to know the status of my rights.

I was off on vacation yesterday. I was on the Internet and was really confused on who does what and why. To make it easier for a layperson to understand, so we could understand, it needs to be to the point, black and white. And, I didn't find it easier to understand.

I was satisfied with the way they have handled things so far. I want to finish my claim. Then I could really say how good the information was.

I was trying to file a charge with a corporate company. We have demanded a raise. Instead of giving me a raise, they cut my pay by 36 percent. I was the only one they did this to. Everyone else got cut only 10 percent.

I was very satisfied.

I went to the employment office, mentioned the EEOC, and they didn't know what I was talking about.

I would like to broaden it. Not just focus on the victim, to focus on the wrongly accused, to broaden.

I would like to get in touch with the field agent, even if I have to drive to Nashville.

I would like to hear from someone on how my case is coming. I would like to know the status. After the charge is presented I would also like to know what happens next.

I would like to know if the EEOC has gotten in contact with the job I filed the charge against.

I would like to know the status of my claim so I know what I should do next.

If you could speak directly to the office where you apply it would make it a whole lot easier for me.

I'm disappointed. I'm not going to let it go. I'm going to keep trying until I get it done. I'm disappointed that it didn't go as smoothly as I would like.

I'm still waiting for them to contact me.

It is excellent. I guess I have no more questions until I can start filling out paperwork.

It was excellent.

It was fine.

It was good.

It was good. I have no complaints.

It was okay. I just gave the information and I hope to be called back. I hope I gave the right information.

It was really good. I am really anxious about getting someone to call, because the situation is getting worse. The company is refusing to pay me the money.

It was very helpful to me because I don't know what I am doing, but I do know I was treated wrong. I have kids and need this job.

It was very nice. Not the fact that it was an enjoyable experience, but that they were very helpful. I hope the contact person gets back to me. I am hoping they get back to me. I hope the message I left won't get erased.

My plan was to go back to work and find out why they didn't hire me. Every time I asked I got a different story. The only reason why would be discrimination.

No, I have no problem with them. They did very well.

Nothing, I think I said it all.

Nothing, just keep it up.

One of the things is to have 800 numbers. I am not working obviously and cannot afford long distance calls.

She gave me a number to call. It was okay.

The contact center was fine. I wasn't satisfied with the field officer or EEOC. I thought they were going to do an investigation, but they just sent a right to sue letter, so I wasn't satisfied with that.

The man that I spoke with was very willing to help me with everything I needed.

The regular number in the phonebook for Mississippi does not work. You all need to say what kind of handicap. You all have certain handicaps, not all. If you did, then you could help me out with my problem.

The service center was okay, but I think it is a waste of time. They claim to be too busy because of bureaucracy.

These posters they put in work places. They should post the time limit on filing.

They did a good job. (2)

They did a great job. They handled what I needed. Thanks for that. That's all I needed to say.

They don't care what I have to say. All they care about are people who work for large businesses and not for the people working for small companies. It is a government agency. We're all paying for them in our taxes. This is not the first time I have been through this rodeo with EEOC. They said I didn't have a clear case.

They need to change the law; discrimination is discrimination.

They should give a more definite time on when someone will call, so I can call them back if I need to.

They were a great help, and they got me on the right direction that I needed to be.

They were pretty good for the fact that I didn't have all the information they needed. They were good.

They were pretty helpful. I didn't know if I fit into any box so to speak. I was just trying to get information on why I was terminated.

They were very helpful. I couldn't say anything bad. They were very helpful. I wish the EEOC in New Orleans were as helpful.

This was my first time, so I don't have any questions or comments.

Very helpful.

You know what? If the EEOC can't help me I intend to go further. I was mistreated, and I know I was.

Email Verbatim Comments

INTRO4. Please select the item that best describes the nature of your request for assistance from the EEOC? Other responses below.

Abercrombie liquid reward not received.

Assisting a friend who is being discriminated against.

Because Kaiser permanent employee was harassing me sexually and they don't protect my supervisor against me that is leading to possible employment termination, and I've been treated like a criminal scored out.

Clarify the statistics: What races are filing discrimination charges against what other races?

Consultancy on reforms to govt. relation is formed by transactions-this concept if applied all will be clear, which started from Bangladesh 1994,based this concept my all contact to/with EEOC is right, as per EEOC advise to contact FE&H, court which I did.

Consultancy to govt. on reforms includes also EEOC law/rules/codes, so EEOC should discuss with me under the multi relations.

Explore the availability of Sexual Harassment materials i.e.., DVD's, etc. for employers.

File a complaint against stormpay.com bank on the net.

File a complaint.

Have not heard from my investigator in over 5 month!! Want to know the status of my charge!

I am trying to find out why it has taken so long for a decison (almost 2 years) and whom do I contact to try to get a decision.

I asked about a deaf person that is in my firefighter academy whom the state fire marshal office won't certify if she passes the class. There are 23 + firefighters working presently across the U.S.

I have been waiting for an Investigator to call me since my claim was sent to the EEOC Field Office in August of 2005. I do not even have a case number to find out the status of my case. Can some one tell what is going with my case??

I wanted to view a document, specifically an EEOC Appeal.

Inquire as to whom to contact regarding retroactive pay.

Jobs.

Legal research.

Overtime compensation for salaried employee.

Phone number for attorney of the day.

Publication availability.

Regarding EEOC using contractual services for EEO Investigators.

The right of the agency to offer alternative accommodations!

To ask a specific question. If it was legal for a company to fill a position with a white male and never post that the position was available.

To ask whether a job posting was illegal or just tactless. I knew it was illegal, but I couldn't believe the companys doing it.

To assist faculty at my university with research on US employment practices from the 1960s to present.

To complain, explain and find a solution to my dilemma.

To confirm that, as an employer, we were properly complying with laws enforced by EEOC.

To enquire whether or not I was required to officially advise my employer of a disability.

To file a complaint only to have the director of EEO Indy involved in the informal process already. I am having my emails passed around Indy now to have my formal past complaint from EEOC released from their lawyers.

To file employment discrimination against the state of Pennsylvania.

To find an advisory letter.

To find out how much time charged employer has to answer complaint and if I will be notified if mediation is accepted, but prior to mediation hearing set.

To gain an understanding of whether my current situation could be classified as discrimination & to learn how to file a discrimination charge.

To get going filing a charge.

To help me as I had problems with EEOC Atlanta, Ga. Plus, I need legal advise regarding federal courts.

To see if you offer classes on diversity training in the workplace.

To see what could be done to assist my brother with discrimination.

Web assistance - Request assistance with getting EEOC decisions from your website.

When I found out I mailed my package of my initial complaint to the wrong location, I inquired by way of website to the EEOC of this. My package was then forwarded to the appropriate location for handling.

Q2_6. Please provide any suggestions you may have for improved interactions with the EEOC via email.

A way to simplify complex situations where they involve more than one issue so as to receive at least one resolution.

An email that doesn't sound automated. Nothing personal was noted and did not answer my question correctly.

Direct answers for questions, questions were answered in an almost automated response.

Email the person back as soon as possible. It seems that it takes so long to receive an answer.

By the time you receive an answer, the teaching position is not available to apply for anymore. It's too late, so you lose the opportunity to receive a job interview for the position. Now you have lost the opportunity for the position.

From my response, I was not sure how to proceed. I believe, I have sufficient cause to file a formal complaint. But, I am not exactly sure how or who to file it with.

Have those who answer the phone and e-mails be familiar with your website and READ the request. I felt like I was receiving a standard pat answer to my first two (three?) inquires. The last one I received, which was answered by a different person from the first, did answer my question. I like have the name of the person assisting with my request.

I asked a question about over 40 rights and I got an automated response. It did not help.

I called and e-mailed. The person answering the phone had no idea what an EEOC advisory letter was, nor did they want to help me without a detailed survey about who I was. The response to my e-mail was equally inadequate--I received a canned response that I could find out more about your organization on your website (NOT my question) and when I replied that this did not answer my question, I was given another canned reply about pregnancy discrimination (I was looking for an advisory letter about pregnancy discrimination--not trying to file a complaint). This was a VERY disappointing encounter.

I don't feel I got a response to my question. I was given a lot of information about discrimination and also given instructions on how to file a claim. However, I asked a simple, basic question but did not get a yes or no answer.

I filed with the EEOC on August 18, 2005. I have not received any definite answers on the status of my charge. Would someone please call me with precise answers?

I had previously filed a discrimination case against a federal agency and a judge had deemed it a Title VII case. Due to the 'No Fear Act' of 2002, these agencies are getting judges to sweep these cases under the rug. An administrative judge illegally blocked settlement in my case and according to President Bush this should not happen. I still don't know how to report violations to this law. I have not talked with anyone at the EEOC that knows. I'm still seeking this information.

I need a person's name or phone number to get an exact answer to my question. Referring me to another large bureaucracy may be the correct thing to do, but I am going through the same thing trying to get an answer. I need a more personal approach.

I never received a call from [name] who is handling my case regarding harassment and discrimination, and the contact center agent that I spoke with stated she would call me in regards to my status. This was filed January 2004, and I have not received a current status on the claim I have filed. Also, my last letter that I received from EEOC was postmarked Feb 05 and I received the mail in April of 05. I contacted [name] via phone and left a contact number where I can be reached, and I still haven't heard from anyone. When I spoke with the contact center agent, he authenticated the call and stated that he could not give me a status on the claim and that he would forward the call to [name] for her to contact me. I contacted the EEOC via phone and mail regarding this issue and I still haven't received a response on the charge.

I received a generic email describing what discrimination is. When I asked for a local office in the Minneapolis/ St. Paul area, I got nothing.

I still don't know if my situation is one that would be a chargeable offense. I know it is not fair, or ethical, but whether it is something that is illegal is still a mystery. The repercussions would not be worth it. I will continue to look for employment with another agency that will treat all employees equally and fairly.

I still haven't received a satisfactory answer to my case. I was told [name] and [name] are my case managers. Could one of them please contact me? I would like to know the status on my case besides its just still open. Thanks. [Name].

I wanted clarification regarding federal laws for buildings opened to the public that do not have handicap ramps. Howard County claims I do not qualify under the federal law or state law as being discriminated against as the building is not opened to the public. However, our office and some of the other offices in this building are opened to the public, and there is no handicap ramp to gain access to the building. EEOC referred me to Howard County's local state office, where I have already filed a claim, and an appeal. Thank you, [name]

I would like to get the right information. You can tell me, my case is open, then days later you tell me, my case is closed. I want to know if I have a case or not (I know I have in my favor). You shouldn't feel fear on doing or fighting against the injustice 'cause the bible says, God created all authorities on earth, to do justice, so do what God said. Don't say I have an open case, then days later no, I don't. Just go ahead and do justice openly against injustices that way God, the Lord who I am serving will fight for us.

If I could communicate through email with greater time frames to work with rather than the 9-5pm schedule; so more flexibility and quicker responses to snail mail.

In responding to the question that I had about overseas job opportunities I did not have a clear understanding of where to find the posted positions, even after the CSR responded. Please be clear in answering questions.

In the past, I used this system before in regards to a separate but similar charge. When I contacted the center for another charge the respondent instead of taking the time to actually read my complaint to identify that I was referring to a new charge just recycled the old information, causing me to resubmit my question and hope for another respondent to answer my new questions.

More information.

My question to the EEOC was regarding the availability of a publication. I used the EEOC's website to contact the EEOC. However, instead of answering my question I was directed back to the website. Fortunately, our library did not need the publication, but it still would have been nice to have received an actual answer instead of being directed back to the website.

My question was unusual; I did not get a response that actually answered my question, partially I think because it is an odd question. My suggestion would be; please remember that most people are like me, totally unfamiliar with the system and that what might be obvious to someone who works with it everyday, the answer might be very simple, to a person unfamiliar, the answer needs to be very simplified and easy to understand.

No one contacted me by phone as I requested and agreed to. However, they provided two phone numbers; HR in EEOC HQ.

The response is slow, may need a faster system. EEOC are generally polite, professional people, but the response is not fast and I wonder if it is because of the work volume or this is the system to keep low profile with customer and diffuse the urgent problems. Communication between EEOC and filed offices may need improvement.

The response was just a regurgitation of what I had already read on the website. What I had read is what sparked my question, so the response was useless, since it never even addressed the question.

The response was too general and did not answer my question which was very specific.

They just referred me back to the EEOC web site. There are so many levels to the web site I was looking for a direct link. The web site has SO much information and was hard to find what I was looking for.

When I ask a question about the status of my case, I want to know exactly 'what the status of my case is'. I never get an answer!! I have received only ONE phone call from the EEOC Washington DC Field Office in 6 MONTHS!!! Unbelieveable. My former Employer, [company name] could be destroying or throwing out papers that I may need in my case. What if that happens? Whose fault is it that I had to wait so long to win my case? The Intake Specialist in FairFax County said that I have a good case, and that something does not 'smell' right in how they terminated me. I am looking for back payment, reimbursement in my COBRA payments, disability payment for being out for surgery for 5 weeks, and emotional distress since feeling worse in trying to keep myself together since I suffer from major depression. I want the best investigator Washington has for my case. They owe me at least that!!

You need to pay close attention to this complaint. I want someone from EEOC contact me. My complaint is being passed around Indianapolis which includes the Director of EEO there. I will never get a true investigation from any one there. I never received my completed EEOC file. It is sitting in some lawyer's office. I have proof that I was sent mail that WAS NOT certified. My name is [name]. My phone number is [number].

Q6_1. Please provide any additional comments you would like to share with the EEOC regarding your recent customer service experience. Responses are coded and alphabetized below.

Knowledge

I feel they're limited in knowledge, and whoever answers does not understand what is really requested since I writed two months with no one contacting me. And this time I received duplicate responses and they also said the same, that some one would contact me. I wrote back saying that in previous e-mails the response was the same, with no one contacted me. It took three e-mails from me for someone to finally give me two phone numbers - both were HR numbers, and both referred me to Procurement since they did not know the answer. I called Procurement left a message and they called me back this am. However, they did answer my question, but did not assist me in follow-up with any other phone numbers.

Besides emailing, I also spoke with a representative on the phone. I was very impressed with the great response and knowledge that your staff had in helping me with my question.

Problem Resolution

Please answer the questions asked, not just ask more questions. If you would completely read the emails, the answers were in there, situation was totally explained but no answers were given.

After emailing all the paperwork to the EEOC, you should receive an email stating that you are investigating the situation. I sent all documents in word so the EEOC could check out the discrimination that is taking place with the state of Pennsylvania. On all Pennsylvania civil service applications, it states 'equal opportunity employer', but for who? Just the residents of Pennsylvania. I live in Wisconsin and was denied employment in Pennsylvania. I was born in Pennsylvania, graduated from high school in Pennsylvania and entered the military in Pennsylvania, but I can't seek employment with Pennsylvania. I believe this is very strong discrimination. I need help!

I think the process for filing a complaint should be made easier and more clear. I am still considering my options against my, former employer, and want to know if my case has any merit.

The site is full of great information. I just wish I could get a simple answer to a simple question instead of all the information I was given which really didn't address my question. Sometimes people just want to know where they stand. They don't necessarily want to file a claim.

The agent stated [name] would get back with me and she never did. Either he never gave her the information, or she just didn't bother to call.

I did try the number given on the website. I was given the names of my case managers, that's it. I don't have their numbers nor emails. Help!!!

I must explain my question in order to give a viewpoint: my complaint was filed almost two (2) years ago; the complaint was investigated and filed almost one and one half years ago - I do not yet have a decision. My question was - to whom do I ask for a decision to be made after this long? The response was the regional office initially but my case is in Washington DC and I have tried to get an answer from there many times so where do I go now to get a decison?

I have received feed back from the Indy Complaints Manager which he responded fowarding it to the director at Indy too. This is wrong. I contacted the person he said and was never contacted with a call back from any one. I never received my prior EEO complaint from Cleveland before it was dismissed at the formal stage. I have the original envelopes sent to me. I have post office proof that my mail was NOT certified from the post office.

There are 7 parties out of 40 parties regularly e mailed. Responded, auto/or otherwise, EEOC is one of them/ EEOC response includes ref.bytes which help me a lot, moreover, the plaintiff at present Psychologically demoralised. EEOC response gives me hope something will be done by EEOC. Consultancy to govt. means-executive organ,judiciary, legislative and EEOC is govt. body, therefore statutory discrimination. Cognizance scope is wide, Bangladesh problem with USA govt./non govt organisations. EEOC has done nothing is unfortunate. Only if, my Bangladesh claim is realised/recovered, I am safe in all respect. One simple argument, so far 60 statutory discrimination filed, all the defendants denied/refused of the charges of discrimination, what does it mean? What is the way of proving discriminations? Company records access is possible by labor dept. EED, EEOC, FE&H. If access is done, discrimination evidence will come out, reliation in job market is open secret. What EEOC has done so far, my problem with employers is non response. EEOC can help mediate in the matter. Moreover, county criminal justice system's my findings is horrible, it bears lot of public interest. One vital thing no one has yet appreciated-in visa application form. [name], stated occupation, ' under quasi contract with GOB, govt. Consultant to GPRB on reforms of adm. judiciary, parliament (policy). This kind of position requires constitutional endorsement, which i claimed, in view of my correspondence with all constitutional office. And no formal, negative order/decision as yet received from legislative. As my services on reforms, quasi contract theory applies toward my claim/rights to service private and gov't body(ies). If anyone has confusion about my status/position/relations with government, should come up with counter arguments. Silence will not help either. I urge; I have rendered brilliant, innorvative, creative services on reform, need recognition, payments and not punishment.

The Government Information Locator Service could not find the EEOC Appeal from 1998. I may still make a request through the FOIA.

I asked a question which I felt was serious and relevant, received an automated reply, then received this survey. But, I have not received any reply to my actual question.

I have contacted the EEOC twice this month and have been told that a field rep would get with me in 4-6 days. Well, this is the second 4-6 days and still I have not heard from anyone. I would really like to speak with someone!!! Thank you!

I sent in copies of emails and a long complaint against my employer filing discrimination charges Dec 31st 2005 and I have never had any contact from the EEOC.

[Name] contacted me very soon after I emailed my questions. He helped me determine if I had a claim and gave me instructions on how file my claim appropriately. I appreciate his help and professionalism. I’m better prepared to file and help the EEOC investigate my claim. I’m eager to gain closure to my adverse working conditions.

I have received an automatic answer then nothing so I ask me if you make something for my problem because I am waiting for the bank stormpay.com refund me that he steal in my account so thanks.

Would really like a human response to my inquiry. I am writing on behalf of a friend who cannot email for himself without fear of retribution from his employer for inquiring about his rights.

All the response really did was repeat what was written on your web site, which I had already read and did not understand.

I thought the EEOC would be more of an advocate for me, however when I called a few weeks back to provide information and to get a question answered, I felt like I was speaking to someone who did not want to share the relevant information with me. I got a reply that seemed vague and I was puzzled as to whether or not they understood that I was the client or the charged employer. The response I got was 'That issue has been resolved' but that really did not tell me anything. I understand their need to be discrete, however I felt that, since I was the injured party, they would be more informative and ready to get me the best information available. But I didn't feel begrudged or upset because they are helping me and I want to be accommodating and a team player. Thank you.

I was very pleased how quick I received a response. It was exactly what I requested. I highly recommend EEOC to any one with problem. Thanks again.

Representative Communication Skills

Please show more concern and personalize your emails.

Communication with some providers as representatives were a bit confusing to understand due to dialect and foreign language of speakers. I have a chinese speaker whom has helped me so far, however, no large long conversations have been made as of yet however. I will find the conversation difficult to follow if indeed we do communicate for a long period of time in the future due to his nationality. However he may not be the only investigator on my case and no other investigator was offered either.

Rough talking EEOC person, poor manners.

Some information I submitted may have been extremely confidential and or serious but that does not mean that I would be happy to know that the hotline to Atlanta office is not working or busy or you do not have the direct number to the regional attorney. EEOC-NCC customer service supervisors are generally professional and well trained to do their job. Although I have serious complaints about EEOC Atlanta office. Honestly people in the NCC were professional.

I would like to say that my experience with the contact is great but my experience with the agents are something within itself. I mean that the agents inform you about what's going on with your case no matter how much you call they are very short with you almost to the point they don't to talk to at all. I feel as a client you should get updates some of the time.

Timeliness

I have to contact the EEOC. What choice do I have? I am always told that someone will contact me in 4 to 5 business days. But it never happens!!!!!!!!!!!!!!!! You tell me CFI Group, what would you do in my shoes?? When someone wants an update on the claim, they should give them 2 days to responsd with an answer. Very, Very, Simple! But instead you get nothing from nobody!!!

Response was good on the email. I am just waiting now for someone in your field office to contact me. Thanks.

I do not know if the contact center is getting my messages to the Washington Field Office. This is very frustrating and very unprofessional. Should it take 5 months for someone at the Field Office to contact a Client? My termination was based on discrimination. It is a clear cut case! Time is passing. If the information that is needed from my former employer is not there after 6 months, I would only have the EEOC to blame!! Then what do I do?? If the EEOC is falling behind, why can't they borrow other Investigators from another area in Virginia? Disappointed and angry.

I was very impressed with the timeliness of responses. If there was any delay it was on my part, because I neglected to realize that you had asked for my phone number, in order to contact me. I thought my enquiry had been passed on to the field office and that they would respond that way. On the whole a good experience.

have not been contacted at all about the email I sent last week.

Excellent response time. Also showed concerned regarding issues at hand by giving me informative information on what's illegal and how to proceed with the filing of a charge.

I would like to be able to email the EEOC for any further questions I need answers to inquire of the staus of if my case warrants a case against my former emplyer of a Race Discrimination/Retaliation charges against them. I want to be able to email them and get a response within 1 or 2 days from my email communication other than making numerous telephone calls.

The EEOC process is too time consuming when an employee's physical and economic livelihood is at stake. I needed an answer to a specific question about hiring policies and discrimination in terms of an employer using the job duties of a particular job to protect some employees (those who can't perform other duties as assigned) and terminating those who can't perform what the employer terms core duties without accommodations.

If you tell someone that EEOC staff are busy this means that you may not care or trying to avoid a direct answer. I do not know really how confidential is this info but the system may need a little improvement.

The confirming email said I would receive further contact within 2 days. It has been 5 and no additional contact!

General

I have more than one issue, more than one company that I needed this service for in the past but I have just now learned of this agency and the particular issues that they deal with. Unfortunately, I am hoping that my delayed acquired knowledge will not result in dismissal of future inquiries. Also I am trusting the people I worked for to have records being as my life simply does not allow for a reason to hold onto a lot of necessary paperwork.

My experience in filing a Title VII Discrimination case was one of the worst experiences I have ever encountered. If the discrimination you had previously encountered wasn't enough, this would certainly take over with more discrimination. If these laws were made to protect us there is a terrible glitch somewhere and we are no better off than we were prior to the Civil Rights Movement. There is no monitoring of these cases and these agencies have too much power for there to be fairness. If there is any way I get a criminal investigation in my case please inform me.

As I wrote down before on this survey, I believe abusing of power or showing terror through authorities God established on earth to people who really doesn't have nothing with things against the society in general, it's what the Lord said. I want justice, I am losing my family 'cause of this situation. I want customer service be open when they know a case will be won and like in my case, don't worry in e-mail me what's going on, because who ever hacker read the e-mail, that hacker will know there is a God who watch the humble, this mean the believer in His name Jesus.

I am hoping in the very near future I can convince my brother that the treatment he is receiving is not appropriate and have the EEOC assist him.

I have found the CSR's to be polite, understanding, helpful, and very knowledgeable. I really do appreciate their expertise. I really need your support right now and am so thankful & feel much better knowing that I can call or e-mail and get an expert professional who can assist me. Thanks again.

[Name], Investigator, in Dallas has kept an ongoing profession relation with me in exploring my claim. Her follow up has been very good and very helpful. It is welcome help to think the Federal Government is interested in helping me. There is more to do, but quite good so far. Please thank her for me. [Name]

With all the different races more evident now, suggest statistical reporting be clarified as race v. race not just no type race based cases and suits; otherwise, we all fall back to the stereotype that it's white v. the rest of the world. Thank you for this opportunity.

Until I receive some feedback I cannot answer these questions very well.

Both the EEOC online service center and the Houston field office are well managed. I especially want to highlight that [name] in Houston is doing an outstanding job. She asked the right questions, concisely composed my complaint and suggested mediation which I whole heartedly accept. I'm waiting for the company's response, ([company name], owned by [name] and the Socialist strong man, [name]).

I am in the H.R. industry, or rather I am currently looking for a job in my field, as a recruiter. When I saw the ad placed by a Silicon Valley company advertising for quote, 'FEMALE' ... I just couldn't believe a company like that could commit such a 'junior' ignorant (EEOC law) error. Anyway I guess nothing will come of it.

I become to understand that in the office some heard my complaint and is like a relief for me that offices like that are there to help. Hard working women like me that was an experience that I don't wish noone to go through in their lifes. I have to work to support my family and as an American citizen I have my rights and I feel that my rights have been violated. And it is not right that [company name] is a big national corporation to take care of the health of people. And here is a good sample of do they care for what happend to me? I am responsible for my actions as a human being. Why I should be treated like this in my job and had to hear from my boss do your job and shut your mouth! I am not a person who is discriminating one person but my supervisor [name], she is a color lady and I told her how you will feel if every day whens you come to work someone will be harrasing you for being a color, and what that employee is constantly sexualy harrasing you of course you will be very uncomfortable. EEOC is a place that gives to me the opportunity to present this to people like me. Thank you for taking time with me I very appreciated. My English is not too good because is my second lenguage. My native lenguage is Spanish. That's all. God bless you

Overall, I will use them again, and I wish I could have been dealing with them instead of Jackson Miss field office.

Web FAQ Verbatim Comments

INTRO4. Please select the item that best describes the nature of your request for assistance from the EEOC? Other responses below.

Ask question on whether an individual from the country of India is counted as 'Asian' or 'White' in the employee reports to EEOC.

I am an EEO Counselor. I wanted to gain more knowledge on complainant complaining about ADR specialist.

To get help for me and my family from EEOC.

Q3_4. Please provide any suggestions you may have for improved interactions with the EEOC via the EEOC Web FAQ.

Charges of discrimination are not simple to state by email. A real person needs to hear the explanation, possibly record and evaluate it's content for validity. I do not want to file a inappropriate charge. After filing, harassment is sure to follow, so the charges need to be valid. The limitations on filing aren't always realistic. I have experienced systematic discrimination over a period of 30 yrs. Only recently have I been able to formulate the context of the charges in such a way that I can complain. If the charges are validated, the rest of the steps to satisfaction should be all laid out in a simple sequence. Pardon my frustration, and please pardon my spelling.

Give a [slang].

I have asked a question hoping that it would help me in my counseling process - to resolve the complaint. It's been nearly a week and I have had no response.

I have not had a response to my question from anyone. I'm still waiting for someone to write, email or call me.

I sent two inquiries to see if the EEOC is sincere. I see now that you generate a generic response and are useless to me. I don't even know why I bothered realizing you all are a government agency and really don't care about people except your own pay check. I hate being blunt but that is how I feel. I asked a question and for what? Why even have a survey, I know I will not get a response on this also. If you are really sincere, answer my question. Reply to this e-mail and let's talk. But I really doubt this will happen. My e-mail is [email]. If you are really willing to help write me and I will tell you my situation again and if not don't bother.

Provide people who have filled charges with an id# so they can keep track of the status of complaint.

Since my claim I have had continued neglect, no return phone calls, no response from the complaint center that led to any resolution. I am anticipating a higher authority/office within EEOC to see if I am being ignored or if there is possibly a problem with my case. I am appalled that I would be treated as such. [name]

The response was helpful but vague. I should probably contact a representative and speak to someone to get more specific answers. The response only addressed part of my question and I am still unsure about the requirements of EEOC in regard to data from job applicants.

They never answered the question. They referred me to another branch of the EEOC. I sent them the question and they never responded. I sent it to them a second time a week later and they still have not responded. I'm still waiting for a response. Is there a chance you could respond with an answer to the question above? Thank you.

You should be able to communicate easier with a representative about your case. I haven't heard anything for a long time and I know you're busy and was informed it could take 6 months or more. I just wanted to make sure I wasn't forgotten or missed. I agreed to mediation, but never heard anything.

Q6_1. Please provide any additional comments you would like to share with the EEOC regarding your recent customer service experience. Responses are coded and alphabetized below.

Problem Resolution

I was basically told that they were not the right agency to talk to. When I called the state agency the EEOC told me to call they told me that it was an EEOC complaint so I just wound up giving up. It is very tough getting any support from any government agency.

Please help, my case has been in process since May of last year, NO resolution, NO return calls, NO assistance from my case worker [name], broken promises to respond. What office should I contact now? [name]

This was a very informative experience. I submitted a question via web-site and the EEOC responded back to me in a very quick and professional manner. They understood my situation and gave me other options to pursue this matter with my employer if I need to. Thank you very much. Keep up the good work. [Name]

We rely on EEOC for guidance in EEO counseling. SO far when I called in the past, the people who answered the phone did not know where to direct the call. When I asked for help, I had not received the help I wanted. EEOC should appoint people to respond to questions from especially, EEO counselors.

Representative Communication Skills

Very pleasant experience reporting my claim and gentleman was very helpful.

When it comes to disabled persons EECO should be more human in understanding our situation.

Timeliness

I emailed a question regarding Wal-Mart allowing someone with cerebral palsy to supply OR allow to be privately hired a person to help the employee use the bathroom, thus allowing her to work longer/more hours. I have heard from no one except an automated response that said I would hear from someone within two days. That was a week ago. If they can't answer my question, the LEAST they should do is contact me to say they can't answer it. The incident #'s are: 060221-001681 and 060221-001679. Thank you for your time. Sincerely, [name].

Never got back with me.

They emailed me and informed me that they got my email and would get back with me in about 2 or 4 business day. I still have not heard anything...

General

Considering the question, do I, or do I not have a case? Also another question is, after I questioned my superior for the reason for the change, he came up with a list of things which he claims I did wrong. This came up after I notified his superior, which I sent them a copy of the same email I sent him.

I think it is unfair that employers can get away with this type of treatment of employees just because were not more people employed by this company. [name]

I will try to contact the office.

Thank you very much. It helped me tremendously. No further action was required but, I am thankful you were there.

Finalized questionnaire	December 30
Data collection via web Data collection via phone	February 10-28 February 7-13
Web topline results	March 3
Presentation available	March 21

EEOC Contact Center Customer Satisfaction Survey

Table of Contents

Introduction & Methodology

How This Report is Organized

How to Interpret and Use the Results

Key Words You Will Want to Understand in Reading this Report

Executive Summary

Key Findings/Recommendations

Detail Report

Background

Project Timetable

Data Collection

2006 Results

The EEOC 2006 Customer Satisfaction Model

EEOC Respondents

Drivers of Satisfaction (Components)

Customer Service Representative - Phone

Customer Service Experience - Email

Customer Service Experience - Web FAQ

Outcomes of Customer Satisfaction

Segment Analysis

CSI by Nature of Request

CSI by Day of Week

CSI by Status of Most Recent Query

Score Detail

Aggregate Scores

Phone Scores and Impacts

Email Scores and Impacts

Web FAQ Scores and Impacts

Aggregate Scores by Filed a Charge

Aggregate Scores by Incident Day

Aggregate Scores by Nature of Request for Assistance

Aggregate Scores by Status of Most Recent Query

Phone Scores by Additional Calls Made

Phone Scores by Questions Answered Satisfactorily During First Call

Email Scores by Received Email

Verbatim Comments

Phone Verbatim Comments

INTRO4. Please select the item that best describes the nature of your request for assistance from the EEOC? Other responses below.

Q1_9. How many additional calls did it take to get a satisfactory response to your questions? Other responses below.

Q1_10. If rating for Q1_1 - Q1_7 was less than 6, respondent received the following: Please provide any suggestions you may have for improved interactions with the EEOC customer contact center. Responses are alphabetized below.

Q5_1. Please indicate the status of your most recent query to the EEOC Contact Centre. Other responses below.

Q6_1. Please provide any additional comments you would like to share with the EEOC regarding your recent customer service experience. Responses are coded and alphabetized below.

Knowledge

Problem Resolution

Representative Communication Skills

Timeliness

General

Email Verbatim Comments

INTRO4. Please select the item that best describes the nature of your request for assistance from the EEOC? Other responses below.

Q2_6. Please provide any suggestions you may have for improved interactions with the EEOC via email.

Q6_1. Please provide any additional comments you would like to share with the EEOC regarding your recent customer service experience. Responses are coded and alphabetized below.

Knowledge

Problem Resolution

Representative Communication Skills

Timeliness

General

Web FAQ Verbatim Comments

INTRO4. Please select the item that best describes the nature of your request for assistance from the EEOC? Other responses below.

Q3_4. Please provide any suggestions you may have for improved interactions with the EEOC via the EEOC Web FAQ.

Q6_1. Please provide any additional comments you would like to share with the EEOC regarding your recent customer service experience. Responses are coded and alphabetized below.

Problem Resolution

Representative Communication Skills

Timeliness

General

Questionnaire EEOC (Equal Employment Opportunity Commission) Contact Center Customer Satisfaction Survey

Survey Introduction

Introduction Questions

Customer Service Representative (Phone)

Customer Service Experience via Email

Customer Service Experience Web FAQ Inquiries

ACSI Benchmark

Outcome Measures

Conclusion

EEOC Contact Center
Customer Satisfaction Survey

Questionnaire
EEOC (Equal Employment Opportunity Commission)
Contact Center Customer Satisfaction Survey