FMS Multiple Surveys-FMS Lender

FMS Lender Questions for Customer Survey

	Survey Question	Answer Options
	How would you classify your institution’s primary role to the Department of Education?	Multiple Choice Guaranty Agency Lender State Agency - Leveraging Educational Assistance Partnership program/Special Leveraging Educational Assistance Partnership program (LEAP/SLEAP)
	Do you like the way FMS presents information?	Yes/No
	Do you believe FMS is easy to use?	Yes/No
	What features of FMS do you think are useful or helpful?	Short Answer
	Please describe the features of FMS that you find very difficult to use.	Short Answer
	Using a scale of 1 to 5, where 1 means poor and 5 means excellent, how would you rate the ease of submitting and processing lender payment files?	Multiple Choice Poor Fair Satisfactory Good Excellent
	Using a scale of 1 to 5, where 1 means poor and 5 means excellent, how would you rate the timeliness of payments and/or receipt of payment information?	Multiple Choice Poor Fair Satisfactory Good Excellent
	Using a scale of 1 to 5, where 1 means poor and 5 means excellent, how would you rate the accuracy of payments and/or receipt of payment information?	Multiple Choice Poor Fair Satisfactory Good Excellent
	Are you satisfied with the way FMS reports quarterly activity?	Yes/No
	If you are not satisfied with the way FMS reports quarterly activity, please explain.	Short Answer
	Using a scale of 1 to 5, where 1 means poor and 5 means excellent, how would you rate the accuracy of FMS data?	Multiple Choice Poor Fair Satisfactory Good Excellent
	What, if any, data accuracy or data quality problems have you experienced?	Short Answer
	How would you describe the availability of the system?	Multiple Choice The system has been unavailable for more than one day The system is unavailable for several hours at a time The system is occasionally unavailable The system is always available
	What types of performance issues, if any, are you experiencing?	Short Answer
	How confident are you about the security of the system?	Multiple Choice Not confident Somewhat confident Confident
	If you have any concerns regarding FMS security procedures, please describe them?	Short Answer
	If you have had problems using the system, how long did it take for your problems to be resolved?	Multiple Choice Never resolved 1 hour or less Several hours More than 1 day Several days Not Applicable
	Were the technical issues you encountered resolved quickly and to your satisfaction?	Yes/No
	If technical issues/problems were not resolved quickly and to your satisfaction, please explain.	Short Answer
	How satisfied are you with FMS overall?	Multiple Choice Not satisfied Usually not satisfied Sometimes satisfied Usually satisfied Always satisfied
	Compared to similar web sites that you access, how would you rate the response time of FMS?	Multiple Choice The system ‘times out’ or returns error messages Navigation is sluggish The system responds promptly
	What additional observations or suggestions for improvement can you make regarding FMS?	Short Answer

Dept of Ed PIRs

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