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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 is conducting this survey on behalf of CFPB. This survey is voluntary and will only take about ten
minutes.
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].
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This survey is about your recent contact with the Consumer Financial Protection Bureau (CFPB) to submit a complaint, beginning on or
about 1/4/2014.
Did you submit a complaint to the Consumer Financial Protection Bureau (CFPB) on or about on 1/4/2014?
Yes
No
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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:
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Did the agency: (select one)
Collect and forward your information/complaint to CFPB?
Tell you to contact CFPB directly?
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Why did you submit a complaint to CFPB? (select all that apply)
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
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Is your complaint open or closed?
Open
Closed
I don't know
Did you try to resolve your issue before you contacted CFPB?
Yes
No
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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
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When you first contacted CFPB, what did you expect CFPB would do for you? (select all that apply)
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
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Now think about your overall experience with CFPB -- the total time you were in contact with CFPB.
How satisfied are you with:
1
2
3
4
5
0
Not at all
satisfied
Somewhat
Dissatisfied
Neither
Satisfied
nor
Dissatisfied
Somewhat
Satisfied
Extremely
satisfied
(Don't know/
Does not apply)
Your overall experience with CFPB?
The communications provided by CFPB?
Indicate how much you agree or disagree with the following statements:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
I would recommend CFPB to friends and
family.
Working with CFPB helped me achieve
more than I could have on my own.
Based on my experience, I would contact
CFPB again.
CFPB did all it could do to assist me.
CFPB makes consumer financial products
and services work better for Americans.
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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:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
Submitting my complaint was simple and
easy.
I felt the information I provided to CFPB
was safe and secure.
CFPB made it clear what kind of
information would be required to submit
my complaint.
I thought the amount of information I had to provide was: (select one)
Too much information
About right
Too little information
I thought the time it took to provide my information was: (select one)
Too long
About right
Too short
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Indicate how much you agree or disagree with the following statements:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
The CFPB phone representative provided
clear information and answers.
The CFPB phone representative was
courteous.
The CFPB phone representative was helpful
in guiding me through the submission
process.
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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:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
CFPB told me what would happen after I
submitted my complaint.
Communications from CFPB kept me
adequately updated after my complaint
was sent to the company.
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
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Indicate how much you agree or disagree with the following statements:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
CFPB's website gave me the information I
needed about my complaint.
It was easy to check the status of my
complaint on CFPB's website.
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These next few questions are about the company's response to your issue.
Indicate how much you agree or disagree with the following statements:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
I had enough time to review the company's
response to my complaint.
I was satisfied with the company's
response to my complaint.
CFPB clearly communicated when my
complaint was closed.
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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:
1
2
3
4
5
0
Strongly
disagree
Disagree
Neither
Agree nor
Disagree
Agree
Strongly
agree
(Don't know/
Does not apply)
I had a good understanding of what would
occur if I disputed.
I was satisfied with the communications I
received from CFPB after I disputed.
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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
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.
Do you believe a complaint database like this could help consumers make better financial decisions?
Yes
No
Indicate how much you agree or disagree with the following statement:
1
2
3
4
5
0
Not at all
important
Somewhat
Not
Important
Neither
Important
nor
Unimportant
Important
Very
Important
(Don't know/
Does not apply)
How important is it to you that your
complaint contributes to this public
database?
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.
Once
Twice
3-5 times
6-10 times
More than 10 times
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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, 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 confidential? 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. The
third party survey administrator 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 surveysupport.
Can I resume the survey later where I left off? Yes, the 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, 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 "Next" 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.
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| File Type | application/pdf |
| File Title | https://www.consumersatsurvey.com/Surveys/se.ashx |
| Author | WilcynskiE |
| File Modified | 2014-05-16 |
| File Created | 2014-04-23 |