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* 1. How satisfied are you with agency staff, including employee courtesy and knowledge, and whether staff members introduced themselves?

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* 2. How satisfied are you with the agency’s facilities, including your ability to access the agency offices?

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* 3. How satisfied are you with agency communications, including telephone access, the average time you spend on hold, call transfers, access to a live person, mail, and email?

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* 4. How satisfied are you with the agency’s website, including the ease of use, mobile access, and information available through the site such as a listing of services and contact information?

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* 5. How satisfied are you with the agency’s complaint handling process, including ease to file a complaint and whether responses are timely?

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* 6. How satisfied are you with the agency’s ability to timely serve you, including the amount of time you wait for service in person?

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* 7. How satisfied are you with any agency brochures or other printed information?

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* 8. Please rate your overall satisfaction with the agency.

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* 9. Please share any additional feedback. If you want to be contacted about your customer service experience, please provide your information.

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