Consumer Financial Protection Bureau (CFPB) Inquiries Consumer Satisfaction Survey (Consumer Response)

CFPB Consumer Satisfaction Survey – Inquiries Survey
Communications
Additions to existing call agent scripts (bolded and highlighted in yellow)
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{If caller has a Question}
I would be more than happy to research your inquiry to try and provide you an answer. Also, at the end you’ll have a chance to take a
short survey to help us improve this service. Now,
What specific question did you have?
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Before we close may I have your name?
Are you willing to take a short, anonymous survey about your experience today?

{If consumer says “Yes”, say:}

Thanks. Now I’m going to connect you with someone else for the survey.

{If consumer says “No”, say:}

Thank you for calling the CFPB. You can also find more information at consumerfinance.gov.

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