Credit Matters Survey

Credit Matters Survey Administrator Scripts
Introduction
“Hi there, we are conducting brief 10-minute surveys with St. Louis Community Credit Union members.
Everyone who participates gets a $5 gift card. At the end of the survey, we’ll talk to you briefly about a
product the Credit Union offers to help people build or repair their credit. Do you have a couple minutes
to learn more about participating?
☐ YES → CONTINUE
☐ NO → Are you sure? The survey really only does take about ten minutes, and you will
receive a gift card. To clarify, this isn’t about a credit card product offer; we’ll just be
talking to you about a creditbuilding product the Credit Union offers and there is no
obligation to take the product.
Great – and, just to confirm, you are a St. Louis Community Credit Union (not a member of a different
credit union that can use this credit union’s branches)?
☐ YES → CONTINUE
☐ NO → OK -- Unfortunately, this survey is only for people who are St. Louis
Community Credit Union members. Thank you for your time.
Great, and a final confirmation: you are indeed interested in improving your credit?
☐ YES → OK, great, please follow me to a private space where we can walk through a
consent form to ensure that you understand exactly what your participation entails. This
will just take a couple of minutes.
☐ NO → OK -- This survey is only for people who are Credit Union members interested
in improving their credit. Thank you for your time.
Consent form
Ok, now I am going to walk you through a consent form and then ask verbally if you confirm your
willingness to participate.

→ Read consent form
Do you consent to participate?
☐ YES → OK, great, let’s get started with the survey. Again, this will take about ten
minutes.
☐ NO → OK – Thank you for your time. Can I ask why you are choosing now not to
participate? (If they ask about gift card: Only those who participate in the survey itself
get a gift card.)

Credit Matters Survey Administrator Scripts
Input Contact Information into Computer
*Input Surveyor ID and Branch Number.
OK, first I just need to check on your membership status, and whether you’ve already taken the survey.
*Deliver survey*
Transition from survey to product offer
Thank you so much for participating in the survey. I’d now like to quickly describe to you the
product I mentioned earlier, and you can tell me if you’re interested or not.
Script for participants about the product
“SLCCU has developed its Credit Matters Loan as an alternative loan to help people build or repair their
credit. With this loan, the Credit Union places $600 into a restricted savings account. As you make your
monthly payment, which is approximately $54, you get $50 back in your savings account. Your
successful payment history will be reported to the credit bureaus, which can positively impact your
credit score and help you get future credit at better terms. The loan starts reporting immediately to
credit bureaus after that first monthly payment. The way to build credit is to make timely and complete
payments on debt, so this will show up on your credit report as a positive mark. Additionally, if you
don’t touch the money accumulating in your savings, you will have $600 saved up at the end of the loan
term. Everyone qualifies for this loan. Is this a product you would be interested in?”
☐ YES → Great. Let me just note down that you are interested.
☐ MAYBE→ OK. Let me just note down that you may be interested.
☐ NO → OK, I want to remind you that this is not like a traditional loan; when you make
monthly payments, nearly that amount will be deposited back into your account almost
immediately. Even still, these payments are reported to the credit bureaus, so it can help
boost your credit score. I just want to check one more time – are you interested in this
product?
☐ YES, I actually am interested → Great. Let me just note down that you are
interested.
☐ MAYBE. → OK. Let me just note down that you may be interested.
☐ NO, I’m still not interested → If you don’t mind me asking, why do you feel that
this product is not a good fit for you? OK, let me just note down that you are not
interested.

Credit Matters Survey Administrator Scripts
YES’s/MAYBE’s (interested, or may be interested in the loan):
1. Randomization indicates encouraged to open loan, encouraged to
call BALANCE:
IF YES – READY TO OPEN NOW: Great, so if you’re ready to open the
loan right now, let’s go find a Member Service Representative who can
help you get set up quickly and easily.
IF MAYBE/WANTED TO WAIT: Great, so we will have a representative
from Outbound Sales call you to follow up on the Credit Matters Loan.
They can even help you start to open the loan on the spot.
And since you are interested in improving your credit, we also want to
recommend to you a phone counseling service that is offered to SLCCU
members. If you call BALANCE (information on this flier), and tell them
that you are part of the Credit Matters study, they will offer you Credit
Matters counseling over the phone. This counseling covers the core
concepts of credit usage, such as what credit is, how to get started with
credit, how to use credit to your advantage, how to delete your debt, and
consumer rights and responsibilities. It takes about 45 minutes, and we
really recommend it as a supplement to the Credit Matters Loan. Any
questions on BALANCE’s Credit Matters session?
And, of course, let me give you your gift card. Thank you again for
participating.
IF YES – READY TO OPEN NOW: Let’s head over to the
Member Service Representative together. First, we need to sign
you up to see a Member Service Rep. I’ll also let them know
you’re here, and then it only takes about ten minutes to sign up
for the loan.
If Respondent doesn’t want to wait for MSR: OK, I understand
your time is valuable. We can also get you started on a quick and
easy online application at the computer kiosk over here, and then
you would just need to sign next time you’re in the branch. Would
you like to do that? (*If yes, walk them to computer kiosk. If no,
indicate to them “OK, we will have someone from Outbound Sales
follow up with you. They can even start to help you open the loan
on the spot.”).

Credit Matters Survey Administrator Scripts
Thank you again for your time.
2. Randomization indicates encouraged to open loan, not encouraged
to call BALANCE:
IF YES – READY TO OPEN NOW: Great, so if you’re ready to open the
loan right now, let’s go find a Member Service Representative who can
help set you up quickly and easily.
IF MAYBE/WANTED TO WAIT: Great, so we will have a representative
from Outbound Sales call you to follow up on the Credit Matters Loan.
They can even help you start to open the loan on the spot.
But first, let me give you your gift card. Thank you again for participating.
IF YES – READY TO OPEN NOW: Let’s head over to the
Member Service Representative together. First, we need to sign
you up to see a Member Service Rep. I’ll also let them know
you’re here, and then it only takes about ten minutes to sign up
for the loan. (*Walk participant to Member Service Representative
sign-up).
If Respondent doesn’t want to wait for MSR: OK, I understand
your time is valuable. We can also get you started on a quick and
easy online application at the computer kiosk over here, and then
you would just need to sign next time you’re in the branch. Would
you like to do that? (*If yes, walk them to computer kiosk. If no,
indicate to them “OK, we will have someone from Outbound Sales
follow up with you. They can even start to help you open the loan
on the spot.”).
Thank you again for your time.
3. Randomization indicates not encouraged to open loan, encouraged
to call BALANCE:
IF YES – READY TO OPEN NOW: OK, so there are a few more steps to
take before opening the loan.
IF MAYBE/WANTED TO WAIT: OK, so if you are ultimately interested in
opening the loan, there are just a few more steps to take before doing so.
You will have to log on to the Credit Union’s online financial education
platform called EverFi and complete the five online lessons. Please take

Credit Matters Survey Administrator Scripts
this flier that explains how to log on. When you have completed these
steps you can come back to open the loan with a Member Service
Representative.

And since you are interested in improving your credit, we also want to
recommend to you a phone counseling service that is offered to SLCCU
members. If you call BALANCE (information on this flier), and tell them
that you are part of the Credit Matters study, they will offer you Credit
Matters counseling over the phone. This counseling covers the core
concepts of credit usage, such as what credit is, how to get started with
credit, how to use credit to your advantage, how to delete your debt, and
consumer rights and responsibilities. It takes about 45 minutes, and we
really recommend it as for members interested in building their credit. Any
questions on BALANCE’s Credit Matters session?
And, of course, let me give you your gift card. Thank you again for
participating.

4. Randomization indicates not encouraged to open loan, not
encouraged to call BALANCE:
IF YES – READY TO OPEN NOW: OK, so there are a few more steps to
take before opening the loan.
IF MAYBE/WANTED TO WAIT: OK, so if you are ultimately interested in
opening the loan, there are just a few more steps to take before doing so.
You will have to log on to the Credit Union’s online financial education
platform called EverFi and complete the five online lessons. Please take
this flier that explains how to log on. When you have completed these
steps you can come back to open the loan with a Member Service
Representative.
And, of course, let me give you your gift card. Thank you again for
participating.
NO’s (Not interested in loan):
1. Randomization indicates encouraged to call BALANCE:
OK -- since you are interested in improving your credit, we do want to
recommend to you a phone counseling service that is offered to SLCCU
members. If you call BALANCE (information on this flier), and tell them

Credit Matters Survey Administrator Scripts
that you are part of the Credit Matters study, they will offer you Credit
Matters counseling over the phone. This counseling covers the core
concepts of credit usage, such as what credit is, how to get started with
credit, how to use credit to your advantage, how to delete your debt, and
consumer rights and responsibilities. It takes about 45 minutes. Any
questions on BALANCE’s Credit Matters session?
And, of course, let me give you your gift card. Thank you again for
participating.
2. Randomization indicates not encouraged to call BALANCE:
OK, let me give you your gift card. Thank you for your time.