Consumer Response Customer Survey

Company Response Survey (Phone Script)
The company has reviewed your complaint and provided a response. You do not have to take
any action; but, if you have not done so already, you have the option to review the company’s
response and share any feedback. Are you ready to provide feedback now?
If “No”: To provide feedback later, call us back or log on to the Consumer Portal within 60
days of the company’s response. Conclude call.
If “Yes”: How would you like to share your feedback about the company’s response?
Possible prompts: On our website? Over the phone? By mail or fax?
If on our website, explain how to log in to the Consumer Portal to review the
company’s response and provide feedback. Conclude call.
If by mail or fax, offer to mail survey and provide mailing address or fax numbers,
respectively. Conclude call.
If over the phone, read the Paperwork Reduction Act and Privacy Act statements. For
Privacy, read the bold language and then state: “If you would like, we could send you
the entire Privacy Act statement.”

Privacy Act Statement
5 U.S.C. 552a(e)(3)
Participation in this survey is voluntary. You are not required to submit feedback.
The information you provide through your participation in the Company Response
Survey will provide valuable feedback to the company about how they handled your
complaint. Your answers to this survey will be available to the company. If you have
provided consent, the CFPB may publish your de-identified responses on the Consumer
Complaint Database.
The Consumer Financial Protection Bureau (“CFPB”) will use your responses to inform
CFPB’s work.
Information collected by the CFPB will be treated in accordance with the System of Records
Notice (“SORN”), CFPB.005 – Consumer Response Database,
https://www.federalregister.gov/documents/2014/04/16/2014-08555/privacy-act-of-1974-asamended. This collection of information is authorized by Pub. L. 111-203, Title X, Sections
1011, 1012, 1013(b)(3), 1021, 1034, codified at 12 U.S.C. 5491, 5492, 5493(b)(3), 5511, 5534..
Paperwork Reduction Act Statement
This phone survey has been approved under the Paperwork Reduction act of 1995 by the
Federal Government’s Office of Management and Budget and assigned OMB control number
3170-XXXX. Without this OMB control number we could not conduct this survey. The estimated
time to complete this survey is 3 minutes or less.

Company Response Survey (Phone Script)

CFPB will share your feedback responses with the company and use the information
to help the CFPB’s work with consumer complaints. If you have provided consent, your
feedback will also be published anonymously on the CFPB Consumer Complaint
Database so others can learn from your experience. Confirm that the consumer
understands what you read, answer any questions, and then begin the survey.
I am going to read three statements. Let me know whether you agree or disagree with
each statement. If you agree with the statement, say “yes.” If you disagree with the
statement, say “no.”
After each statement, you can provide any additional comments to explain your
response.
Statement 1: “The company’s response addressed all of my issues.” Record the
consumer’s response. Remind consumer of options, if needed.
Do you have any additional comments to explain your response? I will type what you
say and read it back to you to make sure I captured your feedback correctly. You
should not include sensitive information like your name, contact information, account
number, or social security number in this field.
Record the consumer’s response, read it back to the consumer, and make any edits.
Statement 2: “I understand the company’s response to my complaint.” Record the
consumer’s response. Remind consumer of options, if needed.
Do you have any additional comments to explain your response? I will type what you
say and read it back to you to make sure I captured your feedback correctly. You
should not include sensitive information like your name, contact information, account
number, or social security number in this field.
Record the consumer’s response, read it back to the consumer, and make any edits.
Statement 3: “The company did what they said they would do with my complaint.”
Record the consumer’s response. Remind consumer of options, if needed.
Do you have any additional comments to explain your response? I will type what you
say and read it back to you to make sure I captured your feedback correctly. You
should not include sensitive information like your name, contact information, account
number, or social security number in this field.
Record the consumer’s response, read it back to the consumer, and make any edits.
Submit survey.
Thank you for your feedback. Consumer feedback like yours helps us supervise
companies, enforce federal consumer financial laws, and write better rules and
regulations. Conclude call.