School Partners Survey

Federal Student Aid Schools Partners 2013 –Final to OMB

Federal Student Aid

Schools Partners Survey

Script below presumes an online survey with any desired segmentation data provided in the sample list.

Introduction

The U.S. Department of Education, Federal Student Aid seeks to continuously improve its interactions with its valued business partners in the schools community in the administration of Title IV programs. To that end we are conducting a brief survey to assess our performance and provide you with an opportunity to share any ideas or feedback you may have to help us better serve you. This survey should take you approximately 5 minutes to complete.

The survey is conducted by the CFI Group, a Michigan-based consulting company and is hosted on their secure servers. Your responses will remain confidential to FSA; we hope this will allow you to feel free to be candid in your feedback to us.

Please click the “Next” button below to begin the survey.

Rating Questions

Please think about your experiences interacting with FSA in the Title IV administration process in the past three months, and rate the following items using a scale of 1-10 with 1 being “poor” and 10 being “excellent.” If a question does not apply to your recent experiences with FSA, please click “Not Applicable/Did not use”:

EDEXP The ease of using EDExpress

FAAAC The ease of using FAA Access

COD The ease of using Common Origination and Disbursement (COD) systems

NSLDS The ease of using National Student Loan Data systems

ASSIST The assistance you received from FSA or one of its vendors when you last called or contacted us for help regarding a system or process

WHOLAST [if answered ASSIST] Who did you last call or contact for assistance? [randomize choice list]

1. REACH FSA phone line (855-FSA-4FAA)

2. COD School Relations Center

3. Loan Servicing

4. NSLDS Customer Care Center

5. FSA Research and Customer Care

6. FSA staff member (email or phone calls directly to an individual staff member)

7. Other (specify)

REACH [if 1 chosen at WHOLAST] Please rate the helpfulness of the REACH FSA phone line in directing you to the appropriate entity to address your issue.

R_OPN [if REACH less than 7] What could be done to make the REACH FSA phone line more helpful to financial aid professionals such as yourself? [capture open end]

TRAIN The knowledge you acquired from attending your last FSA Training Session

OVRASST The quality of assistance you received from FSA to address your last eligibility or oversight issue

OVRFAIR [If answered OVRASST] Extent to which you believe your eligibility or oversight issue was resolved in a transparent and fair manner (i.e, consistent with Title IV Regulations)

IFAPCOM The usefulness of FSA provided communications on IFAP

CALLWHO Extent to which you are clear about who to call if you are having a problem

EASEBUS The overall ease of doing business with Federal Student Aid

Closing

C_FREQ How often do you typically contact FSA (e.g. FSA contractor, FSA Call Center, or program participant) for assistance with a system or process related to Title IV administration? [choose one]

1. Never

2. Less than 5 times per year

3. 5-10 times per year

4. More than 10 times per year

EXP How long have your work duties included activities related to Title IV loan administration?

1. Less than 6 months

2. 6 months to less than 2 years

3. More than 2 years

CLOSE1. Finally, what is the most urgent improvement (that is not statutory, nor regulatory) that you would like FSA to make in the Title IV administration process?”
(enter verbatim response)

Thank you again for your time. To complete the survey and submit the results, please hit the “Finish” button below. Have a good day!

S eptember, 2013