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DOCUMENTATION FOR THE GENERIC CLEARANCE

OF CUSTOMER SERVICE SATISFACTION COLLECTIONS

TITLE OF INFORMATION COLLECTION: Borrowers In School Survey

(The collection that is the subject of the 10-day review request)

[X] SURVEY [ ] FOCUS GROUP [ ] SOFTWARE USABILITY TESTING

DESCRIPTION OF THIS SPECIFIC COLLECTION

The Borrowers in School Survey is a telephone survey of loan and/or Pell recipients that are still in school that asks questions about:

 

(1)    Award administration

(2)    Account management

(3)    Communications from their school

(4)    Entrance counseling

(5)    Confidence their ability to manage their loans

(6)    Confidence that they will receive enough aid to finish school

(7)    Overall customer satisfaction

1. intended purpose,

• The purpose of the survey is to measure satisfaction levels and needs for improvement in FSA’s ability to inform and prepare borrowers who are in school for repayment.

2. need for the collection,

• A lot of FSA resources are being used to inform and prepare borrowers for repayment. However, to date there have been no surveys of borrowers right before they enter into that phase of the student aid lifecycle asking them specifically how well we have achieved those goals.

3. planned use of the data,

• Specific feedback and satisfaction levels with various aspects FSA’s communications will help inform decision-making when making any changes to the way we communicate with borrowers about repayment options and responsibilities.

4. date(s) and location(s),

• Fielding will occur in mid-May and will last for approximately 5 weeks (until a sufficient sample size is reached). This is a phone survey.

5. collection procedures,

• Potential respondents are pulled from the Common Origination and Disbursement (COD) system. Selecting only those borrowers that are in school and received a grant disbursed for the 2014/15 academic year or had a loan disbursed between July 1, 2014 through April 14, 2015.

6. number of focus groups, surveys, usability testing sessions

• The current version of this study involves one (1) survey.

7. description of respondents/participants,

• The respondents/participants are borrowers that are in school and received a grant disbursed for the 2014/15 academic year or had a loan disbursed between July 1, 2014 through April 14, 2015.

AMOUNT OF ANY PROPOSED STIPEND OR INCENTIVE

N/A

BURDEN HOUR COMPUTATION

Category of Respondent	No. of Respondents	Participation Time	Burden
Students	~1500	10 minutes	1 hour
Totals	~1500	10 minutes	1 hour

This is a slight revision to the approved survey to incorporate 2 new questions as well as updating the appropriate usage year. There is no additional burden based on these two changes since the survey still falls within 10 minutes to complete. The 1 hour was added to the submission as the hours are in the system and are not a duplication of the hours previously approved under 1845-0045.

STATISTICAL INFORMATION

The survey is a random sample of customers (borrowers or Pell recipients) that had at least one disbursement for the 2014/15 academic year. This should include individuals that had a grant disbursed for the 2014/15 academic year or had a loan disbursed between July 1, 2014 through April 14, 2015. The random sampling is done at the individual level, not at the disbursement (loan or Pell award) level since a single individual can receive multiple awards.

The contractor employs a proprietary American Customer Satisfaction Index (ACSI) econometric model. The ACSI is a cross-industry, cross-agency methodology for obtaining comparable measures of customer satisfaction. Along with other economic objectives, the quality of output (goods and services) is a part of measuring living standards. The ACSI’s ultimate purpose is to help improve the quality of goods and services available to the American people.

The contractor will perform data processing and preparation of an ACSI model for this study, using the proprietary ACSI econometric model. Output of the model will be a set of indices, including indices for drivers of satisfaction, the satisfaction index, and the indices for outcomes of satisfaction. Additionally, the model produces impact scores that show the strength of the effect of each index on subsequent ones.

NAME OF CONTACT PERSON: Monica Hill

TELEPHONE NUMBER: 202-377-4080

MAILING LOCATION: UCP- Rm. 114C2, 830 First Street NE, Washington, DC 20202

ED DEPARTMENT, OFFICE, DIVISION, BRANCH: Federal Student Aid, Customer Experience, Customer Analytics.

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