EEOC Contact Center
Customer Satisfaction Survey
Final Report
May 2006
Final Report
May 2006
This report is divided into the following sections:
All scores and ratings presented in this report are calculated using the methodology of the American Customer Satisfaction Index (ACSI). The American Customer Satisfaction Index (ACSI) is the national indicator of customer evaluations of the quality of goods and services available to U.S. residents. It is the only uniform, cross-industry/government measure of customer satisfaction. Since 1994, the ACSI has measured satisfaction, its causes, and its effects, for seven economic sectors, 41 industries and more than 200 private sector companies. ACSI has measured more than 100 programs of federal government agencies since 1999. This allows benchmarking between the public and private sectors and provides information unique to each agency on how its activities that interface with the public affect the satisfaction of customers. The effects of satisfaction are estimated, in turn, on specific objectives.
In general, the results presented in this report serve as a decision tool for use in conjunction with other customer and management information available to the EEOC. Use the results to assist with:
The Detail Report section provides the results of the EEOC overall performance, identifies high- leverage areas where improvements will have significant impact on satisfaction, and provides specific areas where customers would like to see improvements. It also contains a review of the components and additional analysis relevant toward understanding the results.
Results from this analysis are presented through various discussions, charts, and tables provided in this report. To understand these clearly, the following definitions are necessary:
Attribute (a survey question) - Attributes reflect different aspects or qualities of a component experienced by customers, which may contribute to satisfaction. Each attribute is captured by a specific scaled question from the questionnaire.
Attribute Rating - An attribute rating is the average of all responses to each question. Each rating has been converted to a 0-100 scale. In general, it indicates how negatively (low ratings) or positively (high ratings) customers perceive specific issues.
Component (or “Driver of Satisfaction”) - Each component is defined by a set of attributes (questions) that are conceptually and empirically related to each other.
Component Score - A component score represents that component’s “performance”. They tell how negatively (low scores) or positively (high scores) customers feel about the organization's performance in general areas. Quantitatively, the score is the weighted average of the attributes that define the component in the CFI Group model. These scores are standardized on a 0-100 scale.
Component Impact (or simply “impact”) - The impact of a component represents its ability to affect customers’ satisfaction and future behavior. Components with higher impacts have greater leverage on measures of satisfaction and behavior than those with lower impacts. Quantitatively, a component’s impact represents the amount of change in Satisfaction that would occur if that component’s score were to increase by 5 points.
The 2006 Overall Customer Satisfaction Score (CSI) for the EEOC Contact Center is 77, which is 6 points higher than the Federal Government average ACSI (71). This is a very strong score from which to continue building. The overall CSI score of 77 is a weighted average of phone, email and web FAQ responses (93% phone, 6% email and 1% web FAQ) based on the approximate inquiry volume for each area. The scores for the individual methods of contact are: 80 for phone, 48 for email and 50 for web FAQ.
Phone CSI is the highest among the three contact methods measured. A score of 84 for customer service representative, along with verbatim comments suggest that customers are receiving a high level of service via phone. Representatives are courteous and knowledgeable and customers are receiving satisfactory answers to their questions. Customer service via the phone is clearly a core strength for the EEOC Call Center.
Web FAQ (50) and email respondents (48) are considerably less satisfied than phone respondents. While professionalism and timeliness of response contribute to a positive customer service experience, feedback for inquiries made via email and web FAQ indicates that customers are not receiving a satisfactory response. Verbatim comments suggest that the responses are too automated, and are not directly addressing the questions asked.
Depending on what the EEOC Call Center organizational goals are, the EEOC can take the results from the customer satisfaction survey in a couple different broader directions.
The first would be to continue building on its core strength, customer service via the phone. Given that approximately 93% of inquiries received at the Contact Center are via the phone, it may make sense to add an additional resource in this area versus email/web FAQ. According to the results of the survey, customers clearly respond well to the live interaction. Given the sensitive nature of the topics discussed, it may take the live interaction to successfully respond to customer’s needs. However, if the Call Center wishes to improve upon the level of service it provides via email and web FAQ, there are clearly areas to begin focusing.
The 2006 customer satisfaction study was the initial measure of the Equal Employment Opportunity Commission’s Contact Center. Utilizing the American Customer Satisfaction Index (ACSI), satisfaction was assessed for three different segments: respondents who contacted EEOC by phone, email and web FAQ. The focus of this measure was on the customer service provided by the contact center to each of the three segments listed above.
The project adhered to the following measurement timetable:
| 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 |
The survey data was collected simultaneously via the web and phone, February 7 - 28, 2006. Web invitations were sent to 124 web FAQ customers and 410 email customers three days after their initial contact with the EEOC Contact Center. Individuals who had contacted the EEOC Contact Center by phone were called to complete the survey by phone one day after their initial contact with the EEOC Contact Centre.
Thirty web FAQ responses were collected out of 124, for a 24% response rate. One hundred and three email responses were collected out of 410, for a 25% response rate. Note that 95 surveys completed by email customers were used for analysis; 8 surveys were completed by non-unique respondents and therefore excluded from analysis.
One hundred and fifty phone interviews were conducted. Five surveys were excluded from analysis due to insufficient survey responses (less than 67% of questions).
The below chart provides ACSI benchmarks and illustrates that the EEOC is well positioned for its
baseline measurement. The EEOC Call Center is 6 points higher than the Federal Government
average of 71 and scores well when compared to other call center measures (FCIC, FTC and
CMS).
2006 ACSI and Federal Government Benchmarks
The EEOC customer satisfaction models appear on the following page. There is a model for each method of contact with the EEOC Call Center: phone, email and web FAQ. The models flow from left to right in a chain of cause-and-effect. On the far left side are components (drivers of satisfaction) - customer service experiences in dealing with the EEOC Call Center. Each component is made up of various questions specific to each area (typically corresponding to sections on the questionnaire). These components influence the Customer Satisfaction Index (CSI), which consists of three questions - customers’ overall satisfaction, their satisfaction compared to expectations, and their satisfaction compared to an “ideal” experience. The CSI in turn is a driver of outcomes such as customers’ likelihood to use the EEOC Center services again and to recommend the EEOC Call Center to others.
The ACSI methodology used to analyze the survey responses produces two types of quantitative results: “scores” and “impacts.” A component score (shown in the circles on the model picture) is a weighted average of the ratings respondents gave to the various questions that make up the component. Component scores can range anywhere between 0 and 100, with 0 representing the worst possible performance and 100 the best possible performance. Scores are not percentages (i.e., a score of 70 does not mean “70% satisfied”). Rather, the score is best thought of as a relative scale, where a 72 is higher than 68, which is higher than 62, and so on.
Impacts (shown in the rectangles in the bottom corner of the drivers on the model picture) represent the model’s predictions about how much changes in component scores will change the CSI or how much changes in CSI will impact the outcome measures. The value of the impact is the change in a target variable score (such as the CSI) that would result from a 5-point increase in one of the “predictor” components. For example, if the score of 84 for Phone Customer Service Representative were to increase by 5-points to 89, the Phone CSI would increase by the amount of the Customer Service Representative impact, 4.5 points. Likewise, if the Phone CSI were to improve by 5-points, Likelihood to Use EEOC Call Center Again would improve by 3.5 points to 91.5. In each of the three cases (phone, web FAQ and email), the driver of satisfaction represents nearly a one to one relationship with customer satisfaction.
EEOC Customer Satisfaction Models 2006
Overall EEOC Contact Center CSI: 77*
*Overall CSI is the weighted average of phone (93%), email (6%) and web FAQ (1%)
All respondents were asked if the EEOC Contact Center referred them to another group for further assistance. Of the 145 phone respondents, 59% indicated they had been referred to another group. Of the 95 email respondents, 27% indicated they had been referred to another group. Of the 30 web FAQ respondents, 27% indicated they had been referred to another group.
If respondents were referred to another group for assistance, they were then asked if they had since spoke to an EEOC representative in a field office. The below chart shows that 8% of phone respondents, 7% of web FAQ respondents and 17% of email respondents indicated they had spoke to an EEOC representative in a field office since contacting EEOC for assistance.
Respondents were asked to select from a list the nature of their request for assistance from the EEOC. Below is a chart showing the results of that question. The majority of respondents
contacted EEOC to gain an understanding of whether their current situation could be classified as discrimination. A large percent (39%) of email respondents choose “other” as the nature of their request for assistance. Those respondents where then asked to specify the nature of their request. See the verbatim comments beginning on page 47 for the verbatim responses specifying “other”
nature of request as shown below.
Nature of your request for assistance from the EEOC
All respondents were asked if it is their understanding that they have filed a charge as a results of their communication with the EEOC Contact Center. Results are shown in the pie charts below. Thirty-four percent of phone respondents, 16% of email respondents and 20% of web FAQ respondents indicated that they did believe they had filed a charge as a result of their communications with the EEOC Contact Center. Of the respondents who indicated that they did not believe they had filed a charge, 28% of phone respondents, 18% of email respondents and 13% of web FAQ respondents believe they initiated the process to file a change as a result of their communication with the EEOC Contact Center.
Respondents who indicated that they had contacted EEOC via phone were asked to rate their experience with the EEOC customer representative on a 1 to 10 scale where 1 is Poor and 10 is Excellent. The questions are listed below in the chart. The scores range from 79 to 89 for all of the questions asked, which are all strong scores. With a score of 84, the phone customer service representative is a core strength for the EEOC Contact Center. The Contact Center should encourage interaction with customers via the phone wherever resources will allow. Due to the sensitive nature of the information being questioned, it seems that the EEOC has the most success communicating with its customers via the phone.
Customer Service Representative Scores - Phone
Respondents who contacted EEOC via email were asked to rate their EEOC customer service experience on a 1 to 10 scale where 1 is Poor and 10 is Excellent. The questions are listed below in the table. Email respondents are considerably less satisfied with customer service than are phone respondents. ‘Providing a satisfactory response to your question’ is the lowest scoring attribute with a score of 46. Verbatim comments indicate that response are “automated” and do not provide direct answers to questions. Efforts to improve customer service experience via email should be focused on addressing questions directly and providing less automated responses. Ensure that those responding to questions via email have the proper training to handle the variety of inquiries they receive. The complex nature of the inquiries may require interaction via phone. All email communications should leave the option to contact via the phone for further assistance.
Customer Service Experience Scores - Email
Respondents who contacted EEOC via web FAQ were also asked to rate their EEOC customer service experience on a 1 to 10 scale where 1 is Poor and 10 is Excellent. The questions are listed below in the table. Respondents who contacted the EEOC by web FAQ were the least satisfied of all EEOC respondents (60). As with email respondents, ‘providing a satisfactory response to your question’ is a weak point (50). Efforts made to provide direct answers to web FAQ inquires would improve the customer service experience for those respondents. As was the recommendation via email, encourage respondents to contact the EEOC by phone wherever appropriate.
Customer Service Experience Scores - Web FAQ
Performance Outcomes are the behaviors that the EEOC Contact Center wishes to affect in customers based on improved customer satisfaction. Respondents rate their willingness to recommend the EEOC and their likelihood to contact the EEOC Contact Center in the future. While the scores are fairly high for phone respondents, email and web FAQ respondents are much less likely to recommend or use EEOC Call Center in the future. Again, if the organization would like to provide better service via email and web FAQ, representatives will likely need additional training in order to communicate effectively via these modes.
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 Nature of Request
Note: Based on aggregate results
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.
CSI by Day of Week
Note: Based on aggregate results
This bar chart shows CSI by the status of most recent query at the aggregate level. As would be expected, respondents who got the information they requested are most satisfied. The farther away from resolution the query is, the less satisfied the respondent is. To the extent it is possible to make a resolution during the first interaction, it is recommended.
CSI by Status of Most Recent Query
Note: Based on aggregate results
| 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 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 Score/Percent | Email Impact | |
|---|---|---|
| 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 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.
| 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.
| 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.
| 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.
| 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.
| 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.
| 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.
| Received email | Did not receive 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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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