Form OIG 2011-01 OIG 2011-01 Customer Survey on Operational Efficiency

Generic Clearance for the Collection of Qualitative Feedback on the Export Import Bank of the United States (Ex-Im Bank) Service Delivery

Customer Survey 7 29 2011

Ex-Im Bank Customer Survey On Operational Efficiency

OMB: 3048-0036

⚠️ Notice: This form may be outdated. More recent filings and information on OMB 3048-0036 can be found here:

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Export-Import Bank of the United States

Customer Survey on Operational Efficiency

As a Federal Agency, the U.S. Export Import Bank, (“Ex-Im Bank”) is determined to streamline service delivery and to improve the experience of its customers. To this end, we have constructed a brief survey that addresses operational efficiency. We estimate that 10-15 minutes will be required to complete the survey. We value your feedback as to our performance and the areas of improvement. On behalf of Ex-Im Bank, we would like to thank you for your participation in this customer survey and look forward to your responses.

What is the size of your company?

1-100 employees ____
101-250 employees ____
251-500 employees ____
More than 500 employees ____

Comment:

In which business sector(s) is your company active? Please select all that apply.

Aerospace ____
Automotive ____
Basic Materials (chemicals, paper, etc.) ____
Consumer Goods ____
Oil & Gas ____
Healthcare/Pharmaceutical ____
Industrial Goods ____
Mining ____
Technology ____
Telecommunications ____
Transportation Services ____
Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

To how many countries does your company export?

1-3 ____
5-7 ____
8-10 ____
More than 10 ____

Comment:

Exports account for what percentage of your company’s total sales?

1-20% ____
21-40% ____
41-60% ____
61-80% ____
More than 80% ____

Comment:

How many years has your company been exporting?

1-5 years ____
5-10 years ____
10-15 years ____
15-20 years ____
More than 20 years ____

Comment:

How frequently does your company work with Ex-Im Bank (e.g. purchase a new policy, guarantee, loan, etc.)? Please select one value.

Once before ____
Every few years ____
About once a year ____
Several times a year ____
Other—Please specify ____

Comment:

In which product area(s) have you worked with Ex-Im Bank in the past 2 years?
Please select all that apply.

Short Term Export Credit Insurance ____
Medium Term Export Credit Insurance ____
Medium Term Loan Guarantees ____
Long Term Loan Guarantees ____
Direct Loan ____
Working Capital Guarantees ____

Comment:

Please indicate below your position or level of responsibility within your company.

Comment:

____________________________________________________________________________________________________________________________________________________________

To what degree does each of the following statements accurately reflect the overall significance of Ex-Im Bank to your company’s operations? Please select a value from the following range:
1 (not accurate), 2, 3, 4, 5 (accurate), 6, 7, 8, 9, 10 (extremely accurate); NA (don’t know).

Ex-Im Bank’s products and services have supported the exports ____

of our company.

Ex-Im Bank’s products and services have had a positive impact ____

on employment in our company.

Without the products and services provided by Ex-Im Bank, our ____

company would not have experienced as much of a growth in exports.

Our company considers Ex-Im Bank a knowledgeable and reliable ____

agency with which to entrust our business.

Comment:

Has your company worked with an ECA, other than Ex-Im Bank, during the past 12 months?

Please respond Y/N ____
If Yes, please identify the ECA(s) ____

If you answered “Yes” above, please comment below on the following:

How would you compare Ex-Im Bank’s product offering with the other ECA’s ?
How does your overall assessment of Ex-Im Bank compare with your assessment
of the other ECA institution?

Comment:

Please rate the relative importance of each of the following factors as a driver of your
satisfaction. Please select a value from the following range: 1(not important), 2, 3, 4,
5 (important) 6, 7, 8, 9, and 10 (most important); NA (don’t know)

Transaction response time (speed of application processing/decision making) ____

Client interface with IT platform/ on line application process ____
Availability and accuracy of information on web site ____

Information/documentation requirements for applications ____
Speed of Claims processing ____
Availability and knowledge level of staff ____
Availability of funding/ insurance coverage ____
Pricing ____
Other—Please specify ____

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What best describes your experience with Ex-Im Bank’s personnel? Please reflect upon the knowledge level of the personnel and their willingness to provide you with assistance. Please select one value for each category.

Knowledge Level Willingness to assist

Excellent ____ Excellent ____
Good ____ Good ____
Satisfactory ____ Satisfactory ____
Poor ____ Poor ____

Comment:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

From your perspective, how important is Ex-Im Bank’s operational efficiency to your relationship with Ex-Im Bank? Please select one value, and explain why below.

Extremely important ____
Very important ____
Somewhat important ____
Less important ____

To what degree do the following statements accurately reflect your company’s experience with Ex-Im Bank transaction response time. Please select a value from the following range:
1(not accurate) 2, 3, 4, 5(accurate), 6, 7, 8, 9, and 10 (extremely accurately); NA (don’t know)

Ex-Im Bank’s transaction response time contributes to our overall

competitiveness, and is an important factor in our ability to win

additional export business. ____

Our company actively monitors transaction response time. ____
Ex-Im Bank’s transaction response time largely meets our expectations. ____
Transaction response time is the joint responsibility of both Ex-Im Bank ____

and its customers.

Which of the following time frames would your company use to measure transaction response time?

From submission of request to delivery of initial Letter of Interest. ____
From submission of request to credit approval. ____
From submission of request to delivery of proposed terms and conditions. ____
From submission of request to transaction closing. ____
Other—Please specify ____

Please rate the following statements regarding your company’s interface with Ex-Im Bank’s IT platform. Please select a value from the following range: 1 (poor) 2, 3, 4, 5 (good) 6, 7, 8, 9, and 10 (excellent); NA (don’t know)

Overall functionality of the Ex-Im Bank IT platform ____
Overall navigability of the Ex-Im Bank IT platform ____
Ease of use of Ex-Im Bank’s online application process ____
Usefulness of online “fillable” forms ____
Ex-Im Bank’s IT platform meets our company’s expectations ____
Other—Please specify ____

Comment:

In which of the following areas do you believe Ex-Im Bank can provide better customer service?
Please select all that apply.

Information requirements for applications ____

Documentation for application processing ____
Access to on line application process ____
Speed of application processing/decision making ____
Speed of Claims processing ____
Availability of staff to answer questions ____
Knowledge level of staff ____
Availability of information on web site ____
IT platform ____
Other—Please specify ____

(Please be specific regarding those areas that you note above)

Based on your experience with Ex-Im Bank, what practical suggestions can you provide to streamline service delivery and improve customer experience?

Are you likely to recommend Ex-Im Bank’s programs to a friend or business acquaintance?

Comment:

_____________________________________________________________________________________

9 Office of Inspector General 2011-01

Export-Import Bank of the United States

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