U.S. Securities and Exchange Commission
Office of Investor Education and Advocacy
2014 Customer Survey
The Securities and Exchange Commission’s Office of Investor Education and Advocacy is committed to providing excellent customer service, and we are conducting this research to help improve our services. Your answers are voluntary and will be treated as anonymous. This survey has been authorized by Office of Management and Budget Control No. 1090-0007, which expires March 31, 2015, and will take approximately 5 minutes to complete. Thank you for your participation.
Q1. Have you recently contacted the SEC’s Office of Investor Education and Advocacy? Please select “1” for “yes”, “2” for “no”
IF Q1=1 Yes (CONTINUE); IF Q2=No (TERMINATE)
Select “*” to repeat this question.
Q2. What was the purpose of your most recent contact with the SEC’s Office of Investor Education and Advocacy?
Select “1” for “File a complaint.”
Select “2” for “Ask a question or request information.”
Select “3” for “Provide a tip about investment fraud.”
Select “4” for “Other.”
Select “*” to repeat this question.
Consider your most recent phone conversation or interaction with the SEC’s Office of Investor Education and Advocacy.
Using the numbers on your phone keypad for a scale from “1” to “9”, where “1” means “poor” and “9” means “excellent,” how would you rate the following…
Q3. Availability of staff
Select “*” to repeat the question.
Q4. Consistency of response/information if you spoke to more than one person
Select “*” to repeat the question.
Q5. Staff knowledge of the issue you raised
Select “*” to repeat the question.
Q6. Timeliness of response provided by staff
Select “*” to repeat the question.
Q7. Convenience of contact center hours
Select “*” to repeat the question.
Q8. If you spoke to more than one person, please rate the Consistency of response. Use the numbers on your phone keypad for a scale from “1” to “9”, where “1” means “poor” and “9” means “excellent.” If you only spoke to one person, please select “0”.
Select “*” to repeat the question.
Think about the response that was provided regarding your complaint. Use the numbers on your phone keypad for a scale from “1” to “9,” where “1” is “poor” and “9” is “excellent,” please rate the response on the following:
Q9.Clarity of response
Select “*” to repeat the question.
Q10.Value of information provided in the response
Select “*” to repeat the question.
Now, please think about your overall experiences with the SEC’s Office of Investor Education and Advocacy …
Q12. Using your phone keypad for a 9-point scale on which "1" means "very dissatisfied" and "9" means "very satisfied," how satisfied are you with the service provided by the SEC’s Office of Investor Education and Advocacy?
Select “*” to repeat the question.
IF Q12<6 then ask 12a
Q12a. Which best describes the reason for your low rating?
Select “1” for “Issue not resolved”
Select “2” for “Did not get needed information”
Select “3” for “Poor service from representative”
Select “4” for “Other”
Select “*” to repeat the question.
Q13. Using your phone keypad for a 9-point scale on which "1" now means "falls short of your expectations" and "9" means "exceeds your expectations," to what extent has the service provided by the SEC’s Office of Investor Education and Advocacy fallen short of or exceeded your expectations?
Select “*” to repeat the question.
Forget for a moment your experience with the SEC’s Office of Investor Education and Advocacy. Now, imagine what an ideal institution that handles investor complaints and provides investor information.
Q14. How well do you think the SEC’s Office of Investor Education and Advocacy compares with that ideal institution you just imagined? Use your phone keypad for a 9-point scale on which "1" means "Not very close to the ideal," and "9" means "very close to the ideal."
Select “*” to repeat the question.
Q15. Do you have any comments you would like to share with the SEC’s Office of Investor Education and Advocacy? (Open End)
Thank you for your time. The SEC’s Office of Investor Education and Advocacy appreciates your input and will use this feedback to better serve its customers.
File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
File Title | Survey |
Author | CFI Group |
File Modified | 0000-00-00 |
File Created | 2021-01-25 |