Usability Test for Consumer Satisfaction Survey of the CFPB Consumer Complaint Intake Form

Usability Test for CFPB Consumer Satisfaction Survey
Communications

INVITATION
From Display Name: Consumer Financial Protection Bureau (CFPB) Consumer Satisfaction Survey
Reply to: [email protected]
Subject: Tell us about your experience!
To provide the best service possible, the Consumer Financial Protection Bureau (CFPB), a federal government agency,
must stay connected to the needs of the consumers we serve. Through this survey, you can provide input on your recent
experience submitting a complaint or feedback to CFPB to help us improve our services to consumers.
An independent third party, PricewaterhouseCoopers, is administering this survey on behalf of CFPB. This survey is
voluntary and will only take about ten minutes.

Click here to start the survey.
If the link above is not highlighted, copy and paste the URL below into the address bar of your browser's window. If you
have questions about the survey, contact [email protected].
Thank you for your time and interest in helping us to serve you better.

Consumer Financial Protection Bureau
Survey Link: ^slink^
___________________________________________________________________________________

REMINDER
From Display Name: Consumer Financial Protection Bureau (CFPB) Consumer Satisfaction Survey
Reply to: [email protected]
Subject: CFPB Consumer Satisfaction Survey Closing Soon
There is still time to complete the CFPB Consumer Satisfaction Survey before it closes on [Month, Date]. Your input about
your recent experience with CFPB will help us improve our services to consumers who submit complaints or feedback to
CFPB.
An independent third party, PricewaterhouseCoopers, is administering this survey on behalf of CFPB. This survey is
voluntary and will only take about ten minutes.

Click here to start the survey.
If the link above is not highlighted, copy and paste the URL below into the address bar of your browser's window. If you
have questions about the survey, contact [email protected].
Thank you for your time and interest in helping us to serve you better.
Consumer Financial Protection Bureau
Survey Link: ^slink^

Usability Test for CFPB Consumer Satisfaction Survey
Communications
___________________________________________________________________________________

REMINDER (Final)
From Display Name: Consumer Financial Protection Bureau (CFPB) Consumer Satisfaction Survey
Reply to: [email protected]
Subject: Last Chance! CFPB Consumer Satisfaction Survey Closing
There is still time to complete the CFPB Consumer Satisfaction Survey before it closes on [Month, Date]. Your input about
your recent experience with CFPB will help us improve our services to consumers who submit complaints or feedback to
CFPB.
An independent third party, PricewaterhouseCoopers, is administering this survey on behalf of CFPB. This survey is
voluntary and will only take about ten minutes.

Click here to start the survey.
If the link above is not highlighted, copy and paste the URL below into the address bar of your browser's window. If you
have questions about the survey, contact [email protected].
Thank you for your time and interest in helping us to serve you better.

Consumer Financial Protection Bureau
Survey Link: ^slink^
___________________________________________________________________________________

Usability Test for CFPB Consumer Satisfaction Survey
Communications

WEB SURVEY ENTRY / SPLASH PAGE

WELCOME TO THE CONSUMER FINANCIAL PROTECTION BUREAU (CFPB)
CONSUMER SATISFACTION SURVEY
We are conducting this voluntary survey to get input from CFPB consumers who have recently submitted a complaint or
feedback to CFPB so we can improve our services to consumers. Your input will help CFPB provide the best possible
service for consumers.
An independent third party, PricewaterhouseCoopers, is conducting this survey on behalf of CFPB. This survey is
voluntary and will only take about ten minutes.
Thank you for your time and interest in helping us to serve you better.

Consumer Financial Protection Bureau
OMB # 3170-0042
Paperwork Reduction Act Statement: An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information
unless the collection of information displays a valid control number assigned by the Office of Management and Budget (OMB). The OMB control number
for this collection is 3170-0042, expires 5/31/2015. Comments regarding this collection of information, including the estimated response time,
suggestions for improving the usefulness of the information, or suggestions for reducing the burden to respond to this collection should be submitted to
Bureau at the Consumer Financial Protection Bureau (Attention: PRA Office), 1700 G Street NW, Washington, DC 20552, or by email to
[email protected].

___________________________________________________________________________________

THANK YOU PAGE
Thank you for participating in the CFPB Consumer Satisfaction Survey about your recent experience submitting a
complaint or feedback to CFPB. Your feedback will help CFPB provide the best possible service for consumers.
Thank you,

Consumer Financial Protection Bureau
You can now close your browser window.
___________________________________________________________________________________

Usability Test for CFPB Consumer Satisfaction Survey
Communications

FAQs
Answers to Frequently Asked Questions
Who will see my responses and comments? Specific rules are in place to ensure the privacy of
individual responses. An independent third party, PricewaterhouseCoopers (PwC), completely separate from CFPB, is
administering the entire survey. Only aggregate results are reported.
Can anyone identify me from my responses? No, the reports only include aggregated totals.
Can CFPB see my answers? How are they being kept private? No, CFPB cannot see your individual answers. The
final reports do not include information about individuals or information that enables anyone from CFPB to determine
individual responses. When the results are compiled, individual responses are aggregated using specific rules that will
ensure the privacy of the individual. PwC does not release or communicate data that identifies specific consumers
to CFPB.
What if I have internet connection issues when taking my survey? If you are having connection issues, it may be
because of your browser settings. If you continue to have issues, please contact PricewaterhouseCoopers at
[email protected].
Can I resume the survey later where I left off? Yes, the PwC online survey allows you to leave the survey and then
resume at a later point in time. Your answers will be saved. Please note, however, that once you click the "Submit” button,
your results will be sent to PwC, and you will not be able to change your answers. You will receive notification that you
have reached the end of the survey prior to selecting the "Submit” button.
When I return to the survey, will I start on the first page? Yes, when you click on the survey link for the first time, it will
take you to the first page of the survey. Each time you return to an uncompleted survey, you will start off on the first page
of the survey; however, all your previous answers to the questions are saved and appear when you progress through the
survey pages. The survey saves by page as you click on the "Continue and Save" button on each page.
Can I complete the survey more than once? No, when you click the "Submit" button on the last page of the online
survey, you cannot change your answers or re-enter the survey. You will receive notification that you have reached the
end of the survey prior to selecting the final "Submit" button.
__________________________________________________________________________________