Consumer Financial Protection Bureau (CFPB) Consumer Satisfaction Survey – National Pilot Survey (Consumer Response)

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Overview

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Sheet 1: Sheet1

	CFPB Call 0006 Consumer Satisfaction Survey - National Pilot Survey Questionnaire Structure (Feedback)
			FEEDBACK - Survey Script/Survey Item	FEEDBACK - 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].
	Section 1	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)	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] _____
		3	[If "another government agency" to item 2:] Did the agency: (select one)	Collect and forward your information/complaint to CFPB? Tell you to contact CFPB directly?
		4	Why did you provide feedback to CFPB? (select all that apply)	To report how I was treated To alert CFPB about misbehavior by a company/the financial industry To thank CFPB for assisting me
	Section 2	5	Are you expecting to hear back from CFPB?	Yes No
		6	Did you try to resolve your issue before you contacted CFPB?	Yes No
		6a	[If yes to item 6:] Where did you try to resolve your issue before you contacted CFPB? (select all that apply)	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]_____
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	Section 3	SURVEY SCRIPT: Now think about your overall experience with CFPB -- the total time you were in contact with CFPB. How satisfied are you with:
		7	Your overall experience with CFPB?	1 Not at all satisfied 2 Somewhat dissatisfied 3 Neither satisfied nor dissatisfied 4 Somewhat satisfied 5 Extremely satisfied 0 (Don't know/Does not apply)
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		SURVEY SCRIPT: Indicate how much you agree or disagree with the following statements:
		8	I would recommend CFPB to friends and family.	1 Strongly disagree 2 Disagree 3 Neither agree nor disagree 4 Agree 5 Strongly agree 0 (Don't know/Does not apply)
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		9	Based on my experience, I would contact CFPB again.	1 Strongly disagree 2 Disagree 3 Neither agree nor disagree 4 Agree 5 Strongly agree 0 (Don't know/Does not apply)
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		10	CFPB makes consumer financial products and services work better for Americans.	1 Strongly disagree 2 Disagree 3 Neither agree nor disagree 4 Agree 5 Strongly agree 0 (Don't know/Does not apply)
	Section 4	SURVEY SCRIPT: These next few questions are about the initial process to submit your feedback. Indicate how much you agree or disagree with the following statements:
		11	Submitting my feedback was simple and easy.	1 Strongly disagree 2 Disagree 3 Neither agree nor disagree 4 Agree 5 Strongly agree 0 (Don't know/Does not apply)
		12	I felt the information I provided to CFPB was safe and secure.	1 Strongly disagree 2 Disagree 3 Neither agree nor disagree 4 Agree 5 Strongly agree 0 (Don't know/Does not apply)
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	Section 5	SURVEY SCRIPT: This next question is about the time after you submitted feedback. Indicate how much you agree or disagree with the following statement:
		13	CFPB told me what would happen after I submitted my feedback.	1 Strongly disagree 2 Disagree 3 Neither agree nor disagree 4 Agree 5 Strongly agree 0 (Don't know/Does not apply)
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	Section 6	N/A
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	Section 7	N/A
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	Section 8	N/A
		SURVEY SCRIPT: CFPB publishes complaint data about the issues consumers are submitting complaints about in a public database at http://www.consumerfinance.gov. This database is updated nightly. Any information published is completely anonymous and does not reveal any specific information about you or other consumers.
		14	Do you believe a complaint database like this could help consumers make better financial decisions?	Yes No
		N/A
	Section 9	N/A

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Sheet 2: Sheet2

Email	Fax	Phone	Postal	Referral	Web
283	2,688	20,820	21,663	72,450	146,607	264,511
0.11%	1.02%	7.87%	8.19%	27.39%	55.43%