3170-0024 Supporting Statement Part B-draft

CONSUMER FINANCIAL PROTECTION BUREAU
INFORMATION COLLECTION REQUEST
SUPPORTING STATEMENT PART B
GENERIC INFORMATION COLLECTION PLAN FOR THE COLLECTION OF
QUALITATIVE FEEDBACK ON BUREAU SERVICE DELIVERY
(OMB CONTROL NUMBER: 3170-0024)
B. STATISTICAL METHODS
Data collection methods and procedures will vary; however, the primary purpose of these
collections will be for internal management purposes; there are no plans to publish or
otherwise release this information.
1. Universe and Respondent Selection
The activities under this clearance may involve samples of self-selected customers, as
well as convenience samples, and quota samples, with respondents selected either to
cover a broad range of customers or to include specific characteristics related to certain
products or services. Results will not be used to make statements representative of the
universe of study, to produce statistical descriptions (careful, repeatable measurements),
or to generalize the data beyond the scope of the sample. The specific sample planned
for each individual collection and the method for soliciting participation will be
described fully in each collection request.
Qualitative surveys are tools used by program managers to change or improve
programs, products, or services. The accuracy, reliability, and applicability of the
results of these surveys are adequate for their purpose.
The samples associated with this collection are not subjected to the same scrutiny as
scientifically drawn samples where estimates are published or otherwise released to the
public.
2. Procedures for Collecting Information
Data collection methods and procedures will vary and the specifics of these will be
provided with each collection request. The Agency expects to use a variety of
methodologies for these collections. For example, the Agency or its contractors may use
commercial survey-specific software to automate its collection and analysis of feedback.
In addition to physical copies, information collection instruments may be electronically
disseminated and/or posted on target pages of the Agency’s web site. Telephone scripts,
personal interviews, and focus groups with professional guidance and moderation may
also be used.
3. Methods to Maximize Response
Information collected under this generic clearance will not yield generalizable
quantitative findings; it can provide useful customer input, but it does not yield data
about customer opinions that can be generalized.

4. Testing of Procedures
Pretesting may be done with internal staff, a limited number of external colleagues, and/or
customers who are familiar with the programs and products. If the number of pretest
respondents exceeds nine members of the public, the Agency will submit the pretest
instruments for review under this generic clearance.

5. Contacts for Statistical Aspects and Data Collection
Each program will obtain information from statisticians in the development, design,
conduct, and analysis of customer/partner service surveys, when appropriate. This
statistical expertise will be available from agency statisticians or from contractors and the
Agency will include the names and contact information of persons consulted in the specific
information collection requests submitted under this generic clearance.