National Pilot Usability Summary

CONSUMER FINANCIAL PROTECTION BUREAU
REQUEST FOR APPROVAL UNDER THE GENERIC CLEARANCE
FOR CONSUMER COMPLAINT AND INFORMATION COLLECTION SYSTEM
(TESTING AND FEEDBACK)
(OMB Control Number: 3170-0042)

Usability Summary based on Test Survey Results
A usability test of the CFPB Consumer Satisfaction Survey instrument (ICR Reference Number
201307-3170-002) was administered between May 1, 2014 and May 7, 2014 and informed the
development of the CFPB Consumer Satisfaction Survey - National Pilot Survey ICR. Invitation
emails were sent to 200 individuals. Survey invitations were received by 194 individuals, since
six invitation emails bounced back due to inaccurate email addresses or full email inboxes.
Seventeen surveys were completed; however, two respondents were immediately routed out of
the survey because of their response to an identifying question (i.e., responded “No” to the
question “Did you submit a complaint to the Consumer Financial Protection Bureau (CFPB) on
or about on [Date]?”). Fifteen surveys were completed in full, yielding a response rate of 7.73
percent. In past experience, similar consumer surveys have yielded a response rate of between
five and ten percent. Four surveys were started but not completed by the end of the day on May
7, 2014, yielding a drop-off rate of 19.05 percent. No emails were received through the “Survey
Support” inbox from consumers.
Comprehension data
Completion rate: 15 complete responses / 194 survey invitees = 7.73 percent
Drop-off rate: 4 incomplete responses / 21 total responses = 19.05 percent
Consumer emails for survey assistance received through the “Survey Support” inbox: None