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

Draft - Work in Progress

Usability Test for CFPB Consumer Satisfaction Survey
Questionnaire Structure
Survey Script/Survey Item

Response Choices

SURVEY SCRIPT: This survey is about your recent contact with the Consumer Financial Protection
Bureau (CFPB) to [submit a complaint, provide feedback], beginning on or about [Date].

1

Did you [submit a complaint, provide feedback] to the Consumer Financial Protection Bureau (CFPB)
on or about on [Date]?

Yes
No
[If no, route consumer out of survey]

2

How did you first hear about the Consumer Financial Protection Bureau? (select one)

Section/Page 1

Advertising
Through a news report or story
Internet search
Friends, family or colleague
Another government agency
Financial services institution
Consumer advocacy group
Local city information services (311 toll free line)
Other: ___[Open Text] _____

[If "another government agency" to item 2:]
3

Collect and forward your information/complaint to CFPB?
Tell you to contact CFPB directly?

Did the agency: (select one)

To resolve an issue I was having
For help contacting the company/organization I was having an issue with
To get information and resources to resolve my issue myself
To report how I was treated
To alert CFPB about misbehavior by a company/the financial industry

Why did you submit a complaint to CFPB? (select all that apply)
4

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5

Is your complaint open or closed?

Open
Closed
I don't know

6

Did you try to resolve your issue before you contacted CFPB?

Yes
No
The company I was having an issue with
Another government agency
State attorney general office
Better Business Bureau
Counseling agency or organization
Private attorney
Other: ___[Open Text]_____

[If yes to item 6:]

Section/Page 2

6a

7

Where did you try to resolve your issue before you contacted CFPB?

When you first contacted CFPB, what did you expect CFPB would do for you? (select all that apply)

Page Break

Collect and send information about my issue to the company/organization
Make the company respond to my issue
Act to resolve my issue
Examine and investigate my individual case
Enforce laws and regulations
Other

Page Break

SURVEY SCRIPT: Now think about your overall experience with CFPB -- the total time you were in
contact with CFPB.
How satisfied are you with:

8

9

Your overall experience with CFPB?

1 Not at all satisfied
2
3
4
5 Extremely satisfied
0 (Don't know/Does not apply)

The communications provided by CFPB?

1 Not at all satisfied
2
3
4
5 Extremely satisfied
0 (Don't know/Does not apply)

SURVEY SCRIPT: Indicate how much you agree or disagree with the following statements:

10

I would recommend CFPB to friends and family.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Working with CFPB helped me achieve more than I could have on my own.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Section/Page 3

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Usability Test for CFPB Consumer Satisfaction Survey
Questionnaire Structure
Survey Script/Survey Item

12

13

14

Response Choices

Based on my experience, I would contact CFPB again.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

CFPB did all it could do to assist me.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

CFPB makes consumer financial products and services work better for Americans.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Page Break

Page Break

SURVEY SCRIPT: These next few questions are about the initial process to submit information for your
complaint or issue.
Indicate how much you agree or disagree with the following statements:

Submitting my complaint was simple and easy.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

I felt the information I provided to CFPB was safe and secure.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

17

CFPB made it clear what kind of information would be required to submit my complaint.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

18

I thought the amount of information I had to provide was: (select one)

Too much information
About right
Too little information

19

I thought the time it took to provide my information was: (select one)

Too long
About right
Too short

15

16

Section/Page 4

[If PHONE COMPLAINT, present items 20 - 22:]
SURVEY SCRIPT: Indicate how much you agree or disagree with the following statements:

20

21

22

The CFPB phone representative provided clear information and answers.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

The CFPB phone representative was courteous.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

The CFPB phone representative was helpful in guiding me through the submission process.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

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Usability Test for CFPB Consumer Satisfaction Survey
Questionnaire Structure
Survey Script/Survey Item

Response Choices

SURVEY SCRIPT: These next questions are about the time after you submitted a complaint to CFPB,
when information about your complaint was sent to the company for review and response.
Indicate how much you agree or disagree with the following statements:

23

24

25

Section/Page 5

CFPB told me what would happen after I submitted my complaint.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Communications from CFPB kept me adequately updated after my complaint was sent to the company.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Did you check the status of your complaint with CFPB? (select all that apply)

Yes, I checked the status of my complaint on CFPB's website
Yes, I called CFPB to check the status of my complaint
Yes, I checked the status of my complaint by mail/fax
No, I did not check the status of my complaint with CFPB
No, the status of my complaint was provided directly to me by the company
No, I checked the status of my complaint with a Congressional office

[If item 25 is "Yes, I checked the status of my complaint on CFPB's website", present items 25a and 25b:]
SURVEY SCRIPT: Indicate how much you agree or disagree with the following statements:

25a

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

CFPB's website gave me the information I needed about my complaint.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

25b It was easy to check the status of my complaint on CFPB's website.

[If item 25 is "Yes, I called CFPB to check the status of my complaint", present item 25c:]
Indicate how much you agree or disagree with the following statement:

25c

The CFPB phone representative provided a clear description of the status of my complaint.

Page Break

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Page Break

SURVEY SCRIPT: These next few questions are about the company's response to your issue.
Indicate how much you agree or disagree with the following statements:

26

I had enough time to review the company's response to my complaint.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

I was satisfied with the company's response to my complaint.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Section/Page 6
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Usability Test for CFPB Consumer Satisfaction Survey
Questionnaire Structure
Survey Script/Survey Item

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Response Choices

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

CFPB clearly communicated when my complaint was closed.

Page Break

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SURVEY SCRIPT: These next few questions are about your dispute of the company's response to your
complaint.
Indicate how much you agree or disagree with the following statements:

Section/Page 7

29

30

I had a good understanding of what would occur if I disputed.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

I was satisfied with the communications I received from CFPB after I disputed.

1 Strongly disagree
2
3
4
5 Strongly agree
0 (Don't know/Does not apply)

Page Break

31

Page Break

What do you believe is the most important thing CFPB did for you? (select all that apply)

Collected and sent information about my issue to the company/organization
Made the company respond to my issue
Resolved my issue
Examined and investigated my individual case
Enforced laws and regulations
CFPB did nothing important for me
Other

SURVEY SCRIPT: CFPB publishes complaint data about the issues consumers are submitting
complaints about in a public database at http://www.consumerfinance.gov.

Section/Page 8
This database is updated nightly. Any information published is completely anonymous and does not
reveal any specific information about you or other consumers.

32

33

Do you believe a complaint database like this could help consumers make better financial decisions?

How important is it to you that your complaint contributes to this public database?

Page Break

Yes
No
1 Not at all important
2
3
4
5 Very Important
0 (Don’t know/Does not apply)

Page Break

SURVEY SCRIPT: This last section asks for basic demographic information.

Section/Page 9
34

Throughout the entire time you worked with CFPB (from the time you first contacted CFPB to the time
your complaint was closed), about how many times did you interact with CFPB? For instance,
submitted your information, sent an email/follow-up, called to check status, checked status on the
website, etc.

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Once
Twice
3-5 times
6-10 times
More than 10 times

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