Feedback system customer satisfaction survey (formerly the OMBudsman system survey)

Federal Student Aid Feedback system
Customer Satisfaction Survey
[Programming instructions in bold brackets]
You have received this survey as part of an initiative the United States Department of
Education’s Office of Federal Student Aid has undertaken to improve customer satisfaction for
customers who contacted Federal Student Aid through the Feedback system.
The survey is conducted by the CFI Group, a Michigan-based consulting company. Your
responses will remain anonymous and will only be reported to Federal Student Aid in
aggregate form. Thank you in advance for your help!

PRA Burden Statement
According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless such
collection displays a valid OMB control number. The valid OMB control number for this information collection is 1845-0045. Public
reporting burden for this collection of information is estimated to average 10 minutes per response, including time for reviewing
instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the
collection of information. The obligation to respond to this collection is voluntary. If you have comments or concerns regarding the
status of your individual submission of this survey, please contact Federal Student Aid/Customer Experience Office/Customer
Analytics Group at 830 First Street, NE Washington, DC 20202 or [email protected] directly. [Note: Please do not return the
completed survey to this address.]

Preliminary

1.
Have you received the final response from Federal Student Aid regarding the
feedback you submitted?
a. Yes [Proceed to Question #2]
b. No [Close survey]

Information

Please think about the information the Federal Student Aid representative provided to you. On a
scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, how would you rate:
2.
3.

The usefulness of the information
The ease of understanding the information

Method of Contact

4. How did you first contact the Federal Student Aid Feedback system?
a. Online through the website
b. Telephone
c. Email
d. Mail
e. Fax

[If Q4=a] Please think about your experience using the website. On a scale of 1 to 10, with “1”
being “poor” and “10” being “excellent,” how would you rate the website on the following:
5.
6
7.

Ease of Use
Logical flow of the submission process
Clarity of the information you received about the next steps

Service

Please think about the Federal Student Aid Feedback system representative(s) you dealt with.
On a scale from 1 to 10 with “1” being “poor” and “10” being “excellent,” how would you rate
them on the following:
8.
9.
10
11.
12.
13.
14.

Their courtesy
Willingness to help
Having the knowledge required to assist with your type of issue or concern.
Ability to clearly and fully answer your questions
Time they took to resolve your issue or concern
Making clear to you the next steps you needed to take (if applicable)
Their availability

ACSI Benchmark Questions

Please think about your experiences dealing with Federal Student Aid Feedback
system during the process to resolve the feedback you submitted.
15
Using a 10-point scale on which “1” means “very dissatisfied” and “10” means
“very satisfied,” how satisfied are you with the Federal Student Aid Feedback
system?
16.
Using a 10-point scale on which “1” means “falls short of your expectations”
and “10” means “exceeds your expectations,” to what extent have your experiences
with and service from Federal Student Aid Feedback system met your expectations?
17.
Imagine what you think would be the ideal process and experience for working
with Federal Student Aid. How well did the Federal Student Aid Feedback system’s
service compare with that ideal? Please use a 10-point scale on which “1” means “not
at all close to the ideal,” and “10” means “very close to the ideal.”

Manage My Cases

18. After initially contacting the Federal Student Aid Feedback system, did you use the
Feedback system’s “Manage My Cases” feature?
a. Yes
b. No

19. [If Q18=a] Briefly tell us your experience using the Feedback system’s “Manage My
Cases” feature. [open end]
Closing

20. Based on your experience with the Federal Student Aid Feedback system, how likely
would you be to recommend others use the system to seek assistance with help in
resolving federal student aid issues? Please use a 10 point scale in which “1” means
“not likely” and “10” means “very likely.”
21. After your final contact with the Federal Student Aid Feedback system, do you feel
that you know more about your federal student aid issues and how to handle your
situation without further assistance from Federal Student Aid?
a)
Yes
b)
No
c)
Not sure
22. [If Q21=b] In a sentence or two, briefly describe why you responded “No”. [open end]
23. Please use the space below to provide us with any additional thoughts you may have
about the feedback service that Federal Student Aid provides. Please be as detailed as
possible. [open end]