Template for Gen IC

DOCUMENTATION FOR THE GENERIC CLEARANCE
OF CUSTOMER SERVICE SATISFACTION COLLECTIONS
TITLE OF INFORMATION COLLECTION: Feedback system (formerly Ombudsman)
customer satisfaction 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
Specify all relevant information, including
1. intended purpose,
- The purpose of the survey is to measure satisfaction levels, obtain feedback, and
identify opportunities for improvement/assistance with customers who provided
feedback to the Federal Student Aid Feedback system.
2. need for the collection,
- To assess customer satisfaction who provide feedback to the Federal Student Aid
Feedback system, to identify trends, to assess contractor performance, and provide
clarifying information to the Fiscal Year Federal Student Aid Annual Reports.
3. planned use of the data,
- Specific feedback and satisfaction levels will help inform decision-making so that we
can improve customer satisfaction, service, and information. The survey results will
help train different Feedback system business units, contractors, and individual
employees with specific feedback.
4. date(s) and location(s),
- Fielding will be continuous. This is a voluntary web-based survey.
5. collection procedures,
- Potential respondents are customers that provide their email address in the Feedback
system. This list will be sent an email requesting feedback. A link within the email
will direct them to the survey that is housed on a website.
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 customers who contacted Federal Student Aid’s
Feedback system. The respondents can be FAFSA applicants, students in postsecondary education, borrowers, and sometimes, their authorized relatives or
designees.
The survey instrument is attached.
AMOUNT OF ANY PROPOSED STIPEND OR INCENTIVE
N/A

1

BURDEN HOUR COMPUTATION (Number of responses (X) estimated response or
participation time in minutes (/60) = annual burden hours):
Category of Respondent
Feedback system respondent

No. of Respondents
4,000

Participation Time
10 minutes

Burden
667 hours

Totals

4,000 (max)

10 minutes

667 hours

BURDEN COST COMPUTATION
N/A

STATISTICAL INFORMATION
If statistical methods are to be used, fully describe the methodology, sample selection,
expected response rates, and any other concepts needed to provide a full understanding of
those methods.
Potential respondent names and email addresses are pulled (from the Feedback system). The
contractor shall complete all surveys consistent with the objectives and constraints outlined in
the contract, including the requirement to resolve any readiness and/or data problems, including
non-response, as appropriate.
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: John McDade
TELEPHONE NUMBER: 202-377-3469
MAILING LOCATION: 830 First Street NE, 114B4, Washington, DC 20202
ED DEPARTMENT, OFFICE: Federal Student Aid, Customer Experience Office

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