Small Business Administration – Field Operations Customer Experience Online Survey

SBA District Office Customer Satisfaction Survey

Thank you in advance for taking to time to complete SBA’s District Office Customer Satisfaction
Survey. This survey is expected to take no more than 5 minutes to complete. Your responses are
anonymous. You are not required to respond to this survey unless it displays a currently valid OMB
Control Number. The number for this survey is 3245-0398; it expires on January 31, 2021. Your
participation is voluntary. However, your feedback will help SBA's District Offices improve the
services they provide. Thank you!

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SBA District Office Customer Satisfaction Survey

Approximately when were you assisted by the SBA?

Date / Time

MM/DD/YYYY

* In which state or US territory did you receive service from the SBA?

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SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Fresno

San Francisco

Los Angeles

Orange County/Inland Empire

Sacramento

Not sure

San Diego

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SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Washington, D. C. Metro Area
Baltimore
Virginia
Not Sure

4

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Jacksonville
Miami
Not sure

5

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Boise
Seattle
Portland
Not Sure

6

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Wichita
Kansas City
St. Louis
Not Sure

7

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Buffalo
New York City
Syracuse
Not sure

8

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Cleveland
Columbus
Not sure

9

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Philadelphia/Eastern Pennsylvania
Pittsburgh
Not sure

10

SBA District Office Customer Satisfaction Survey

Which SBA District Office did you interact with?
Dallas/Fort Worth

Lubbock

El Paso

San Antonio

Harlingen

Not sure

Houston

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SBA District Office Customer Satisfaction Survey

If you are unsure of which SBA District Office assisted you, please enter the city and state where you
received service. If you received service on a military base, please enter the name of the base.

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SBA District Office Customer Satisfaction Survey

Please rate your agreement with the following:
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

I am satisfied with the
service I received from
the SBA.
This interaction
increased my
confidence in the SBA.
My need was
addressed.
It was easy to complete
what I needed to do.
It took a reasonable
amount of time to do
what I needed to do.
I was treated fairly.
Employees I interacted
with were helpful.

On a scale of 1 to 10, with 10 being extremely likely, would you refer the SBA to a friend or colleague?
0 (not likely)

10 (extremely likely)

Please share any other comments:

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SBA District Office Customer Satisfaction Survey

The primary reasons for my interaction with the SBA were (select all that apply):
Receiving business counseling or a referral to a business
counselor
Attending a Boots to Business or Reboot training
Attending training held by the SBA

Receiving 8(a) business development assistance
Receiving assistance for government contracting, including
certifications
Receiving information about options to fund my business,
including SBA guaranteed loans and microloans

Attending a webinar held by the SBA
Participating in an 8(a) Certified Firm annual review

Receiving general assistance to start, grow, or expand my
business

Other (please specify)

We would like to gather some demographic information to help us ensure we are providing a great
customer experience for all of our customers. This information is voluntary and you may elect not to answer
any question. Would you be willing to provide your demographic information?
Yes
No

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SBA District Office Customer Satisfaction Survey

What is your age?
Under 25

55-64

25-34

65+

35-44

Prefer not to answer

45-54

What is your gender?
Male
Female
Other
Prefer not to answer

What is your veteran or military status?
I am not a veteran of the U.S. military nor an Active Duty,
Reserve, or National Guard Military Member.

Active Duty, Reserve, or National Guard Military Member

Veteran

Spouse of Veteran or Active Duty, Reserve, or National Guard
Military Member

Service-Disabled Veteran

Prefer not to answer

What is your race? (You may select one or more options)
American Indian or Alaska Native

Asian

Black or African American

Native Hawaiian or other Pacific Islander

White

Prefer not to answer

Other (please specify)

15

What is your ethnicity?
Hispanic or Latino
Not Hispanic or Latino
Prefer not to answer

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